Why Doesn't Face ID Login work on the app for iPhone 17?

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Why Doesn't Face ID Login work on app for iPhone 17?

Is there a way to make it work?

it works on all my other apps on the phone but not for ID Mobile!!!

Gemma M

iD Mobile Employee

Hi @XRAY,

Face ID should work with the iD Mobile app on an iPhone 17, so if it isn't, please try the following troubleshooting steps:

Go to Settings > Face ID & Passcode and make sure Face ID is set up and working with other apps.
Go to Settings > Apps > iD Mobile and check whether there are any Face ID permissions available and enabled.
Open the iD Mobile app and sign in manually.
Look for any Face ID or Biometric Login option within the app settings and make sure it's enabled.
Delete and reinstall the iD Mobile app.
Restart your iPhone.
Ensure both iOS and the iD Mobile app are fully up to date.
If Face ID was previously enabled, try turning it off in the app and then re-enabling it.

If Face ID still isn't working after trying the above, it may be an app-specific issue rather than a problem with your iPhone, and we'd recommend contacting our Live Chat team so they can investigate further: https://www.idmobile.co.uk/live-chat

Regards,

Gemma M
The iD Mobile Social Media Team

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X

XRAYAuthor

New Contributor

Hi Gemma and thanks for the detailed run-down.

I’ve been thru most of this as far as I am able including deleting the app and reinstalling to make sure its the latest version as well as unchecking Face ID in ID’s app settings and rechecking it. I think there is a flaw in the app itself that it is not checking for face ID before presenting all the usual login stuff. It starts with the ‘home’ start screen which when clicked goes thru to the one with the logo and presenting a blank email ID box which also does not seem to check for a saved ID on the phone so it can autofill. There’s never a prompt to ask for the ID and password to be saved to the phone.

Incidentally there is a strange logo on the page which if I’m not mistaken is the Captcha logo. However it just stays there and doesn’t respond to a click on it. That is consistently there at login on the second opening page. (see screenshots). Any further suggestions would be useful as it gets so tiresome to type in login stuff everytime. (if I can remember it all!!) Thanks

PS bye the way, on my computer also a Mac, ID mobile website does not remember passwords for Autofill using the latest version of Firefox. In other words ID’s access for account info always requires manual typing of email ID and password. Very annoying!

Gemma M

iD Mobile Employee

Hi @XRAY,

Thanks for the detailed update.

From what you've described, it does sound like the app may not have completed the registration or device-linking process correctly, which could explain why Face ID isn't being triggered and why your login details aren't being remembered.

Could you first check whether you've completed the app registration process? We'd recommend:

Opening an Incognito/Private browser window.
Going to the iD Mobile website and signing in or registering there.
Once that's completed, try signing back into the app.

If you've already done that, please try the following:

Delete the iD Mobile app from your iPhone.
Turn Wi-Fi off.
Download and install the app again using your iD Mobile mobile data connection.
Sign in and complete any registration or verification steps.
Check whether Face ID can then be enabled correctly.

If the issue still persists after trying the above, we'd recommend contacting our Live Chat team and asking them to log a ticket for investigation, as it may require further review by our technical team.

You can contact Live Chat here: https://www.idmobile.co.uk/live-chat

Regards,

Gemma M
The iD Mobile Social Media Team

Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.