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Cannot login with Face ID.

“failed to set up biometrics, please try again later.”

I’ve tried for months and thus far I cannot login using my Face ID when I accepted the terms. It says that the biometrics failed and try again. This has been going on for a long time. I have uninstall the app, restarted the iPad using the latest updates and still nothing. I turned on and turn off Face ID within the iPad and still a no go. This is both on my iPad and my iPhone.

Comments

Verizon_Support

Thank you for sharing all these importante details. It seems that there might be an issue with the actual device. Is the camera on the device damaged? Is the device's iOS up to date? ~Geo

SR0211

Nothing wrong with the camera. All the other Face ID logins work perfectly. All updates installed. This is on both my iPad and my iPhone.

Verizon_Support

We appreciate the additional details. To clarify, is this happening with your My Verizon app? If the problem persists, we recommend signing out of the app, then try to set it up once again.

~Freddy

Spectrius

I have the same issue with the My Verizon app, however the app tells me that Face ID was successfully turned on. I even receive a text message telling me that it is activated. However, every time I open the app I still have to type in my password and am then again prompted to set up Face ID. I have tried setting it up several times and I have also tried selecting “do not show me this again” yet none of those things work. My device works fine. Face ID gets set up for and works properly with every app except the My Verizon app.

MrCounsellor

Have you received a response on this issue? I'm having the exact same problem!

Verizon_Support

@MrCounsellor
wrote: Have you received a response on this issue? I'm having the exact same problem!

MrCounsellor, we understand how important it is to be able to use the Face ID on your device. So that we can better assist, can you share some additional information with us? Is this only occuring with the My Verizon App? Are both the app and your device up to date? How long has this been an issue with your device?

-Andi

Mbalexan

I’m experiencing the same issue on multiple devises. I even receive the text that informs me Face ID was enabled. But it doesn’t work. When I go to profile setting, click to enable Face ID and accept the terms and conditions then go back it shows it still disabled. Just one of many many problem I have with this app. Probably one of the worst apps I’ve ever used (and website isn’t any better) and very frustrating to not be able to manage my account. Has me seriously considering going back to Cox.

Verizon_Support

Mbalexan, we definitely want to make sure that you're able to manage your account via My Verizon with ease. Please tell us, when was the last time that Face ID worked for your My Verizon app? Are the application and your device fully up to date? Do you experience issues using Face ID only with My Verizon?

~Izzy

Flcmyb

Hello I have been having the same issue. The Face ID has never worked on My Verizon app and every time it asks for a password and to turn it on again

Verizon_Support

Thank you for lifting your concerns with Face ID and the Verizon App. Let's investigate further. Does Face ID work for any other apps? Has it ever worked for the Verizon App?

-Melissa

Ddaputnam

It’s not isolated to an account. Multiple people are having the same issue. The app won’t toggle to turn on yet you get a text message paying it was successful

SynthpopAddict

It was reported somewhere that a software update fixed the My Verizon app Face ID problem.

cgrimes03

I am wondering if the issue about signing in with Face ID has been fixed. I have tried to delete the app and re-installed the app. Nothing it still tells me “failed to set up biometrics, please try again later.

Lightingbolt79

I am having the same problem with my Verizon app. It says the same thing failed.

Verizon_Support

Lightingbolt79m, I'm sorry to hear that you're having problems with the biometrics on your phone. Face ID is really convenient for signing into your My Verizon account for sure and I don't want you to keep having problems. Are you able to sign in normally with your username and password? Does fingerprint instead of Face ID work?

~Jesse

SynthpopAddict

I can't find the thread where people were saying this got fixed, but I think there was some update to the My Verizon app which fixed the FaceID incompatibility issue? Or else some new update has come along somewhere which has broken things again.

Randi258

I have read this whole thing and I'm having the same problem for a very long time. I have uninstalled the app and reinstalled it. Everything that was stated above in the 16 replies and comments I have done and nothing is working. all the other apps on my phone are working with Face ID. Why isn't Verizon solving this problem?

Verizon_Support

Oh, no! Dealing with service/equipment issues can be frustrating, especially when it comes to Biometrics log in. Our goal is to help you in the best way possible.

We sent you a Private Message. Please review at your earliest convenience.

~Gilbert

Millionvire

I have had problems with the faceID on the my Verizon app ever since I installed it. I have deleted it, reinstalled it, updated my phone the latest OS version and it still doesn’t work. Please, whoever reads this from Verizon app development or whatever, understand this.. THE FACE ID WORKS ON EVERY OTHER APP ON MY PHONE. It is the same thing people have been saying in this forum, but the responses that are being given do nothing to solve the problem. The app, compared to some of your direct competitors, is awful and clunky. Please update it.

Verizon_Support

Hello, Millionvire, we want to make sure you're able to use the My Verizon app to manage your account! So we can better assist, we will be reaching out via Private Message.

-Lauren

Dwkuchar

I am having the same problem as everyone else has described. I enable FaceId and it says that it works (even sends text message), then when I go back into the app I have to use the password and enable faceid again. It never works.

Verizon_Support

@Dwkuchar
wrote: I am having the same problem as everyone else has described. I enable FaceId and it says that it works (even sends text message), then when I go back into the app I have to use the password and enable faceid again. It never works.

Dwkuchar, I'm sorry you're having some issues with Face ID. To get a few more details, is the Face ID working with other apps, or it has this problem in general? If not is it specifically with a Verizon app?

-John

Bjbg

Same problem am facing.
How can a company have such faulty app in these days of technology ? Tried all options and settings but still it ask to enable Face ID again and again . my Face ID works in all apps and am technically not a novice (I hope Verizon will fix it soon instead of asking users useless Q here for more details!)

Verizon_Support

Hello, Bjbg, we know how important it is to get your Face ID working. To better assist you I will send you a private message, so we can look into this with you.

1. We certainly want to help and don't want to lose you as a customer.

- Sarge

Matt1018

How has this not been corrected yet???

I have the same issue on my iPhone 16pro max, running up to date iOS and Verizon app. I have had the same issue since my last phone the iPhone 14 promax.

I wish they would bring back the old fios app. Ever since they combined the fios app with the Verizon app it’s been a hot mess. That old app was quite functional and easy to use. This app is so terribly laid out and slow. It is confusing to find what you need, and too many button presses/screens. The faceID refusing to toggle on is the icing on the cake.

My problem is the same as everyone else, it asks me to enable FaceID at login, and agree to terms. I check the box and click OK, it scans my face and appears to accept it. Then sends the confirmation text, but it’s not enabled at next login. I even tried going in and finding the option in “profile and settings”…which was super hard and unintuitive to find since the app is such a disaster. I tried enabling it in the options menu; I agree and then see it in real time flick back off after I enable it.

Please put some actual money into this disaster of an app!!! These days apps are the main channel that businesses interact with their customers with, the fact that a billion dollar company such as Verizon can’t recognize this and provide adequate funding and resources to the app development team is bewildering. Do better. With the amount of downtime with my internet recently too I’m seriously considering severing a decades long relationship and going elsewhere

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