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Repeated Deactivation of Touch ID/ pin on iOS

Posted by Danmac Danmac
Message 1 of 7 441 Views

Hi, I’m using the iOS app on an iPhone 8 and finding that the Touch ID/ pin access is continually deactivating itself and I have to resort to logging in with pan/password. 

 

Are there any tips as to why this keeps happening? 

 

Thabks. 

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Re: Repeated Deactivation of Touch ID/ pin on iOS

Posted by DanaeC DanaeC
Message 2 of 7 440 Views

Hi @Danmac, I definitely appreciate that this would be frustrating!

 

I'd first suggest ensuring you're running with the most up-to-date version of your device's software, as well as the app version. If you can confirm this, I'd then try un-installing and re-installing the app. Finally, you can login to your Online Banking from a PC, and select "Self Service > Manage Devices" from the left side menu and then de-register your device by clicking the "remove" button. You'll then need to login to the app using your PAN and Secure Code, and select "Settings" to re-register for PIN and/or Fingerprint login.

If you're still not having any luck, please pop me an email with your full name, Forum username and current device/software version to Forum@Bankwest.com.au so I can have our Mobile Development Team look into this.

Thank you.

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Re: Repeated Deactivation of Touch ID/ pin on iOS

Posted by Danmac Danmac
Message 3 of 7 426 Views

Hi, many thanks for your detailed reply. Before I try everything that you’ve suggested, can I ask about another possible cause:

 

does repeated failed attempts at unlocking the phone lock screen somehow deactivate the Touch ID functionality of the Bankwest app? My kids have probably been playing with the phone. 

 

If if this isn’t a function of the app then I’ll do what you suggested. 

 

Thanks again. 

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Re: Repeated Deactivation of Touch ID/ pin on iOS

Posted by DanaeC DanaeC
Message 4 of 7 424 Views

This wouldn't impact the login for the Bankwest App @Danmac, these are separate Smiley Happy

I have actually just heard from our Mobile Team though, and they've let me know that there is a known issue for some iOS users, which causes the problem you're having! They are working on a fix and this will be released with the next iOS update - though trying the above steps could still help.

 

Thanks Smiley Happy

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Re: Repeated Deactivation of Touch ID/ pin on iOS

Posted by StingeyNinja StingeyNinja
Message 5 of 7 41 Views

Hi @DanaeC,

 

Any update on when this will be fixed?

It seems to have gotten much worse in the most recent update of the Bankwest app on iOS (version 3.9.0) on an iPhone X (iOS 11.4.1).

 

I've had to recactivate the PIN login and then re-enable FaceID 14 times since Saturday.  The frustration is compounded by the app forgetting my PAN when it decides to deactivate FaceID, requiring me to look it up every time.

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Re: Repeated Deactivation of Touch ID/ pin on iOS

Posted by MegB MegB
Message 6 of 7 38 Views

Hey @StingeyNinja, our app team are aware of an issue that they're currently working on. While I don't have a time frame for the fix to go live, I'll let you know as soon as I do. I'm so sorry for the inconvenience this has caused.

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Re: Repeated Deactivation of Touch ID/ pin on iOS

Posted by MegB MegB
Message 7 of 7 0 Views

Hey @Danmac and @StingeyNinja, just wanted to let you know that the fix has now gone live and is available in the App Store (V3.9.3). Please update, reset your PIN/Touch/FaceID log in and let me know if you again have this issue Smiley Happy

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