Troubleshooting Biometric Verification Issues

Why is biometric verification failing?

Biometric verification can fail if the device does not have working biometrics enabled, if the app needs to be retried after a recent biometric change, or if network or device issues are interrupting registration. The recommended steps are to confirm biometrics are set up, restart the app, retry the registration, and check for any VPN or operating system issues.

How do I troubleshoot biometric verification?

Follow these steps in order:

1. Confirm biometrics are enabled on the device

   • Make sure fingerprint or face unlock is enrolled in the phone’s settings.
   • On Android, biometric settings are managed under Settings → Biometrics and security.

2. Restart the app and try again

   • Force stop the app if needed.
   • Open it again and repeat the registration or verification step.

3. Check your connection

   • Try the process on mobile data or Wi‑Fi.
   • Turn off any VPN and retry.

4. If biometrics were recently changed, register again

   • If a new fingerprint or face setting was added recently, start the registration again in the app.

5. Update the operating system

   • Make sure the device software is up to date.

6. Try again later if needed

   • A temporary server issue can sometimes resolve after a couple of hours.

What device requirements apply?

Biometric authentication is required for registration. The app can be used on Android devices that support biometric authentication. Some Android face unlock versions are not supported for security reasons.

What should I do if the issue continues?

If the error still appears after these checks, the next step is to contact support for review, especially when error code 1061 or a similar “something went wrong” message continues to appear after retrying.