Biometrics does not turn on within mobile app.

[Katyj1]

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.

[vzw_customer_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

[vzw_customer_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. 

[vzw_customer_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

[vzw_customer_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

[vzw_customer_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.

[RZONEJOE]

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

[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. 

[vzw_customer_support]

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

1. Clear the MyVerizon cache and data storage
2. Uninstall the MyVerizon app
3. Install the MyVerizon app from the Google Play Store
4. Launch the app and allow every requested permission*
5. Choose "No" when offered Biometric login during the app., login process
6. Go to the app., settings and observe that I am signed into my account and that the app is otherwise working normally
7. 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

[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?

[vzw_customer_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?

[vzw_customer_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

[Brad1289]

Hello yes I have tried all of those already and they did not work. Also the my verizon app will not allow you to uninstall and reinstall, it will only allow you to disable and enable it. This is a brand new S25 Ultra biometrics work fine on all other apps the my verizon app is the only one with the problem. On my previous phone an S22 Ultra the biometrics worked fine. Please advise how to correct this it seems to be a common problem with only the my verizon app. Thank you

[vzw_customer_support]

Thank you for keeping us in the know. Sorry to hear that the troubleshooting steps were unsuccessful. You should have the option to uninstall your My Verizon app, please be on the look out for a Private Note from us with further instructions. 

-Christy