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Face ID/Touch ID troubleshooting tips

Posted by JeremyL JeremyL
Message 1 of 3 1,294 Views

We have set up a quick guide to help our Apple iPhone customers troubleshoot Face ID/Touch ID on the Bankwest app.


If you're experiencing a few issues, try these easy steps:

  • Make sure you can login with your secure code first
  • Check to see if Touch ID is enabled within the Bankwest App
  • Within your phone's settings, make sure Touch/Face ID is also enabled
  • If you have another app that allows for Face ID login, try it out and make sure it works
  • Now try logging into the Bankwest App with PIN Login.
  • Head to settings, and try change/forgotten pin.
  • Try out 'remove PIN login' and then set it up again, and enable Touch/Face ID login.
  • If this doesn't work, delete the app, and re-download it from the App Store.

Let us know how you go via the comment section below.

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Re: Face ID/Touch ID troubleshooting tips

Posted by Ashley1 Ashley1
Message 2 of 3 687 Views

 I have set this up and it works ok. But about every two weeks it seems to forget I have it setup and asks me for my password and then goes through the setup process to create a pin. 


It is starting to get rather annoying having to set it up every time. 


Anyone else have the same issue or is it just me?


mu device is iPhone 7. 

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Re: Face ID/Touch ID troubleshooting tips

Posted by MegB MegB
Message 3 of 3 679 Views

Hey @Ashley1, thanks for letting us know you're experiencing this issue. If you could please flick me an email to with your forum username, full name, handset mode and iOS and app version, I'll pass this through to our App Team so they can investigate further. Thanks!

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