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Biometrics does not turn on within mobile app.

Samsung Galaxy G21 FE

I am trying to turn on biometrics but it reverts back to the off position. I have unistalled app, cleared cache and history, reinstalled from Play Store and restarted phone. This feature use to work for me. Not sure what changed.

Comments

Verizon_Support

Hey there, Katyj1, sorry to hear you're running into some trouble with your settings! Are you experiencing this issue with just one app in particular? Are you able to use biometrics to unlock your phone?

-Lauren

Katyj1

Yes. I use finger touch to open phone.

RZONEJOE

I have the same exact problem with my s23 ultra. Even when you enter your my Verizon password, it will ask you if you want to set up biometrics. Even if you agree it will never be turned on. You will get the text message from Verizon saying that it's enabled but it is not. If you go into the actual settings of the My Verizon app, click on biometrics, the toggle is off. If you turn it on, it will turn right back off. It is the only app on my entire phone that I cannot use biometrics with any longer

Verizon_Support

We want to make sure you are able to take advantage of all features from your app. If the problem persists, we recommend checking for any updates, and uninstalling and installing the app once again.

~Freddy

Katyj1

I guess you didn't read my post. I be done all that.

Katyj1

I would be suspicious that it is a Samsung issue but all my other apps work with biometrics as well.

Verizon_Support

Thanks for following up. Our goal is to offer the support you need. We sent you a Private Message. Please review at your earliest convenience.

~Gilbert

RZONEJOE

I am still having the same problem and all of my biometrics work for all other apps and phone stuff just not the my Verizon app

RZONEJOE

I've also helped customers with other samsung phones and they have the same issue, exactly how we've described it.

Verizon_Support

We're sorry to read you're still having issues with the app rzonejoe. Did you try the steps that we previously provided?

~Freddy

Verizon_Support

We are here to help RZoneJoe. Is the app up to date? What about the Software version on the phone? -Joe

sfcrunnebaum

My S25+ is having the exact same issues as you are having.

Azuckbpot

Hello, I am experiencing this exact same issue for quite some time now. I have tried uninstalling and reinstalling several times and deleting cache/storage but am still not able to enable biometrics. Biometrics work perfectly on all other apps and on my phone. I am on an up to date pixel 8 pro. Please help! Any advice is greatly appreciated.

JeffC268

Same, All steps followed (cleared cache, memory, uninstall/reinstall, check for updates, etc). Brand new S25 Ultra. Face and fingerprint works on other apps and to open phone. Has anyone found a solution?

Verizon_Support

We are sorry to hear the biometrics are not working. We have found success with these steps in resolving the issue recently.

Clear the MyVerizon cache and data storage
Uninstall the MyVerizon app
Install the MyVerizon app from the Google Play Store
Launch the app and allow every requested permission*
Choose "No" when offered Biometric login during the app., login process
Go to the app., settings and observe that I am signed into my account and that the app is otherwise working normally
Tap on Edit Profile & Settings
1. The "Biometric" on/off toggle switch has reappeared and it's off
2. Turn on the "Biometric" toggle switch and patiently wait 5-10 seconds for the Samsung on-screen fingerprint reader to display
3. Authenticate with my fingerprint

I hope you find this information helpful

-Anthony

Verizon_Support

We definitely want to make sure you are able to sign into the My Verizon app the way you want. We are sending over a private message to get additional details.

-Meg

Brad1289

I have the same issue S25 Ultra followed the steps provided above didn't work. Biometrics just flips back to off when trying to turn it on. How do you correct this?

Verizon_Support

Hello Brad1289. Sorry to hear you are experieicning this issue as well. Please try these general troubleshooting steps and let us know if it resolves your concern.

My Verizon App Specific Troubleshooting:

App Update: Ensure you have the latest version of the My Verizon app installed.
Clear Cache and Data: Go to your device's settings, find the My Verizon app, and clear its cache and data.
Uninstall and Reinstall: Uninstall the My Verizon app completely and then reinstall it from the Google Play Store.
Permissions: During the app login process, allow all requested permissions.
Biometric Login: Choose "No" when initially prompted to use biometric login during the app login process, then navigate to settings and turn on the biometric toggle switch.

-Sara

markgillies

I'm having the same problem on my pixel 7 pro. Try to turn biometrics on and it turns off. It used to work fine.

Verizon_Support

We are sorry to hear you're running into some trouble with your settings! Are you experiencing this issue with just one app in particular? Are you able to use biometrics to unlock your phone?

-Kristen

Brad1289

Just an update I did go through a lot of troubleshooting on this problem with a nice tier 2 lady at verizon on my s25 ultra and she was unable to resolve it. The next step was to wipe and reset the phone to factory default which I declined to do. Surprisingly an update to the verizon app came out a few days ago but it did not correct the issue. So I guess the answer is just to continue to wait for verizon to fix the broken app.

Sonystyle44

Seems like it. In the same boat as you. It's the only app on my s25 ultra that can't be unlocked via fingerprint. Just waiting as well...

TheHanyou

Same issue with my Pixel 7 Pro. I've done all the recommended troubleshooting and it won't let me turn it on.

Verizon_Support

Hi Sonystyle44, Have you tried these steps:

Clear the MyVerizon cache and data storage
Uninstall the MyVerizon app
Install the MyVerizon app from the Google Play Store
Launch the app and allow every requested permission*
Choose "No" when offered Biometric login during the app., login process
Go to the app., settings and observe that I am signed into my account and that the app is otherwise working normally
Tap on Edit Profile & Settings
1. The "Biometric" on/off toggle switch has reappeared and it's off
2. Turn on the "Biometric" toggle switch and patiently wait 5-10 seconds for the Samsung on-screen fingerprint reader to display
3. Authenticate with my fingerprint

-Kristen

Beantown7

I tried everything above still biometric turned on. I am not of a fan 2 step verification

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