Biometric (face or fingerprint recognition) authentication enhances your app experience, offering a secure and convenient login process.
From time to time however, some customers may encounter issues with face and fingerprint log in. If you’re experiencing issues logging into the PTSB App using your face or fingerprint, you will find additional information below to support you.
You can continue to choose to login using your Personal Access Number (PAN).
If you have face or fingerprint authentication set up in your app but your log in attempts are failing, one of the first things you should do is restart your device. This can often clear up any temporary glitches or issues that may be causing the failed logins. If you restart your device and it is still not working, try the device tips below.
For iOS devices: You will only have 5 Face ID or Touch ID attempts on your device across all apps before the biometric functionality is disabled.
For Android devices: You will have 15 biometric attempts on your device across all apps before the functionality is disabled.
To re-enable the biometrics functionality, you will need to go to your device settings, and re-enable them by providing the passcode or pin that you use to unlock your device. Once enabled, biometrics will be available for use across all apps.
If you add new or remove existing biometric profiles (face or fingerprint) from your device after having enabled biometrics in your app, then biometric login will be disabled in your app.
If this happens, go to the Settings & Security menu in-app and enable Face ID /Touch ID/ Biometric login again. View steps on how to enable biometrics in-app.
Biometrics is set up using your mobile device and not the PTSB App. If you've tried the above steps and your biometrics is still not working, contact the customer support service of your device manufacturer.
Sometimes resetting biometrics on your device can help resolve issues.
