Troubleshooting Fingerprint or Face ID Logins

Applies to: Insights and Premium Members 

I can't use the fingerprint or Face ID on my phone or tablet

Your mobile device might not have the fingerprint or FaceID function turned on. Or your "biometric data" has not been stored on your device. Use the following steps to resolve the issue.

Android Devices

On the Parent's Android phone or tablet:

  1. Open the Android Settings
  2. Hold and drag near the top down a short distance to open the Search
    Start typing "fingerprint"
  3. Tap on Fingerprint - Security
  4. Tap on the Fingerprints set up
  5. Tap Add fingerprint to put a new fingerprint onto the Android
    Tap on an existing fingerprint to delete it
  6. Go to your Connect App > Security settings > Login with Fingerprint / FaceID
    See Security PIN, Password or Email

Fingerprint options may vary slightly by manufacturer. Some Android device manufacturers have set up Face ID. Parents can use these same steps to set up Face ID on the Android phones and tablets that support it.

For more details about fingerprint security, see the Android help at

iOS Devices

Touch ID and Face ID may not work on iOS devices more than 5 years old. Please see Apple's website for a list of supported iPads and iPhones. The current iOS is required to be installed and updated. 

On the Parent's iPhone or iPad:

  1. Open the iOS Settings app
  2. Move down and tap Touch ID & Passcode
    Or, move down and tap Face ID & Passcode
  3. Enter your iOS Passcode (4 to 6 numbers)
  4. Verify at least one fingerprint or face is on the list
  5. Recommended, tap Add a fingerprint or face ID if the Parent's biometrics are missing
  6. Optional, tap the arrow beside a fingerprint or face ID you want to remove
    Tap Delete Fingerprint
  7. Go to your Connect App > Security settings > Login with Fingerprint / FaceID
    See Security PIN, Password or Email

The Touch ID or Face ID needs the Parent's fingerprint or face. Do not add your child's fingerprint or face to the login. This will allow your child to change the Family Zone cyber safety settings. Instead your child can use their optional PIN or send a request from the Family Zone app to borrow devices.

More information, see Apple's Touch ID help article,

Or, Apple's Face ID help article,

My issue still isn’t resolved, what do I do next?

We are here to help. Sign in to your Connect App as a Parent. Go to Settings > Support center

If you don't have the Connect App

Have details available to help us troubleshoot your problem:

  • Account email
  • Child’s name
  • Devices impacted
  • Time of the issue
  • Description of the issue