One of the following cases applies:
1. Device doesn’t have a strong biometric sensor (e.g. fingerprint sensor)
Even though your device may have face recognition capabilities, we only allow strong
biometrics for authentication and we hide the button otherwise.
2. App version is lower than 4.2.0
Please update the app to latest version.
3. Android version is 5 (Lollipop) or lower
A device running Android 6 (Marshmallow) or later is required to be able to connect with
biometrics.
App error messages
If the application displays one of the following errors, please check the solution for each case:
1. In order to authenticate using biometrics please set up Biometrics on your device first.
Please make sure you activate and set up biometrics on your device before trying to
enroll the application for a biometric login.
2. Something went wrong. Please repeat the Biometric enrollment process.
This might be due to a corrupt or failed communication between the application and our
servers. If the problem persists, please contact customer support.
3. A passcode isn't set on this device. Biometry can't be used.
For security reasons biometrics can be used only on passcode locked devices. Please set
up a passcode and activate biometrics on your device first.
4. If your account has Two Factor Authentication required, in order to continue the biometrics
enrollment process please fill in the validation code.
You have missing credentials data in your login form. Please double check if the
validation code was filled in, if the problem persists generate a fresh validation code.
5. In order to continue the biometrics enrollment process please fill in your password.
If your account has Two Factor Authentication required, make sure you enable the Two Factor
Authentication switch and fill in the validation code.
You have missing credentials data in your login form. Please make sure you fill in all
your credentials information first: username, password and if two factor authentication is
active on your account also fill in the validation code.
Please carefully repeat the biometric authentication in order to obtain a
validation.
7. Biometry is locked because there were too many failed attempts.
Please carefully repeat the biometric authentication, when possible, in order to obtain
a validation.
8. Unknown error. (Error Code: 1)
This might be due to a corrupt or failed communication between the application and our
servers. If the problem persists, please contact customer support.
9. You must supply a verification code in the field labeled 'validation code'. If this is not
visible on the login page tap the '2FA' button to make it visible. (Error Code: 2)
You have missing credentials data in your login form. Please double check if the
validation code was filled in, if the problem persists generate a fresh validation code.
10. Your login has not yet been validated. Please check your email inbox (and spam folder) for the
user activation email and click the link in it to activate your account.
Then try to log in again. (Error Code: 3)
Your account is not ready for use. Please make sure you follow the necessary steps you
received via email or contact customer support if the problem persists.
11. Your login has not yet been validated. Please check your email inbox (and spam folder) for the
user activation email and click the link in it to activate your account.
Then try to log in again. (Error Code: 4)
Your account is not ready for use. Please make sure you follow the necessary steps you
received via email or contact customer support if the problem persists.
12. Server error operation, please try again. If the problem persist, please contact customer
support. (Error Code: 6)
This might be due to a corrupt or failed communication between the application and our
servers. If the problem persists, please contact customer support.
This might be due to a corrupt or failed communication between the application and our
servers. If the problem persists, please contact customer support.
14. Login failed, invalid information. Please try again or contact customer support. (Error Code: 9)
This might be due to a corrupt or failed communication between the application and our
servers. If the problem persists, please contact customer support.
15. Biometric enrollment failed, invalid information. Please try again or contact customer support.
(Error Code: 10)
This might be due to a corrupt or failed communication between the application and our
servers. If the problem persists, please contact customer support.
16. Biometric login failed, invalid information. Please try again or contact customer support.
(Error Code: 11)
This might be due to a corrupt or failed communication between the application and our
servers. If the problem persists, please contact customer support.
17. Biometric login failed, internal server error. Please try again or contact customer support.
(Error Code:12)
This might be due to a corrupt or failed communication between the application and our
servers. If the problem persists, please contact customer support.
18. Biometric login failed, invalid operation. Please try again or contact customer support. (Error
Code:13)
This might be due to a corrupt or failed communication between the application and our
servers. If the problem persists, please contact customer support.
19. Biometric login failed, incompatible information. Please try again or contact customer support.
(Error Code:14)
This might be due to a corrupt or failed communication between the application and our
servers. If the problem persists, please contact customer support.
20. Biometric login failed, invalid information. Please try again or contact customer support.
(Error Code:15)
This might be due to a corrupt or failed communication between the application and our
servers. If the problem persists, please contact customer support.
21. Biometric Login failed, missing information. Please try again or contact customer support.
(Error Code:16)
This might be due to a corrupt or failed communication between the application and our
servers. If the problem persists, please contact customer support.
22. Biometric login failed, expired login information. Please try again or contact customer support.
(Error Code:17)
This might be due to a corrupt or failed communication between the application and our
servers. If the problem persists, please contact customer support.
This might be due to a corrupt or failed communication between the application and our
servers. If the problem persists, please contact customer support.
Connect with Biometrics
Troubleshootings