FAQs

What is biometrics?

Biometrics lets you log in to the mobile app on a fingerprint-enabled or Face ID enabled device using a thumb or fingerprint, or a face scan.  Once you enable biometrics, any fingerprint or Face ID saved on your device will be able to access your mobile app and account information. On some phone models with facial recognition, such as the iPhone X, facial recognition ("Face ID") may be the only biometric identity option available. For these models, facial recognition replaces Touch ID.

How do I turn on and/or set up biometrics?

You’ll be prompted to set up Touch/Fingerprint ID or Face ID after you first download the mobile app, during setup.  

If you skip Touch/Fingerprint ID or Face ID at that time and want to set it up later, login to the mobile app and tap “Manage Account”, then scroll down until you seethe Biometrics toggle. Toggle the switch from left to right. This will turn on biometrics and take you through the set-up process.  If your phone has facial recognition, you maybe prompted to select Enable Face ID authentication instead.

You can only use Touch/Fingerprint ID when you’re using the mobile app on your mobile device. If you’re using an internet browser on your mobile device or computer, biometric log in won’t be available.

What happens if my phone doesn’t recognize my fingerprint or Face ID?

If your biometric login fails to work for any reason, you can always default to inputting your login and password by tapping “Cancel” at the bottom of the Biometric login window.