22-05-2019 05:44 PM
Because you haven't enabled it correctly.
Three lines - settings - logging in - fingerprint
22-05-2019 06:23 PM
It is enabled in settings, logging in, use Touch ID as you mentioned, but every time I log out and attempt to log in again it prompts me for username/ password and 4 digit pin and then asks me if I want to enable Touch ID to which I select ‘Yes’.
22-05-2019 06:47 PM
What device are you using?
22-05-2019 07:26 PM
@Garrywall432 Open the My EE app and click the three little lines at the top on the left hand side and scroll down to settings click it click login in and make sure Touch ID is enabled.
Then open settings app on the device and go to Touch ID and Passcode (enter your device passcode) then click other apps and make sure My EE is enabled.
22-05-2019 07:42 PM
On the iPad in ‘other apps’ the EE app isn’t listed, the iPhone doesn’t have other apps as an option when I enter my passcode. And yes, Touch ID is definitely enabled in the app on both devices.
22-05-2019 07:49 PM
@Garrywall432 sorry for Face ID devices it’s slightly different.
Ive just looked on my iPad and I have Touch ID enabled I also have the passcode enabled on it. Your Touch ID is the check to enable the passcode to be entered to unlock the My EE app. You need to make sure you have setup a passcode on the my EE app.
22-05-2019 08:00 PM
I think I might know what the problem is. If I close the app without logging out, then when I open it again it asks for Touch ID (iPhone) or Face ID (iPad). I was always logging out of the ee app. Probably force of habit as other apps like my banking, BT, etc will let me log out and then let me log back in using Touch or Face ID.
22-05-2019 08:05 PM
@Garrywall432 Yes that will be it. I’ve just set this up on my iPhone 8 to test. You don’t need to log out of any app that uses Touch/Face ID. There is a time limit on these apps that will force you to use Touch/Face ID when you want to use them again. I don’t log out of any of my apps. The only 2 apps that I’ve noticed that don’t have a auto log out timer is eBay and Amazon.