App troubleshooting

Face ID / Touch ID keeps failing

Re-enrol biometrics in iOS / Android settings, then turn the toggle off and back on in My Portal.

  1. Phone Settings → Face ID & Passcode (iOS) or Biometrics (Android) — verify your face / fingerprints are still enrolled at the OS level
  2. In My Portal, Profile → Settings → Enable Face ID — toggle off, then back on. Re-confirm with your biometric when prompted
  3. If still failing, sign out and sign back in with the magic-link, then re-enable biometrics

iOS occasionally invalidates biometric tokens for all apps after a major iOS update — toggling off / on is enough to re-issue them.

Still stuck? Broll-e or the team will sort you out.

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