Enable Face ID to log in on my iPad and iPhone not sticking.

[Moose47]

Enable Face ID is not being remembered when I log in on my iPad and iPhone.

Bell "App" has been updated to latest version.

[BellAntgio]

Hey there @Moose47, 

Welcome to the Community and thanks for your post. 

Is your MyBell app set to use Face ID upon login? You can check this from Settings > Face ID and Passcode > Other Apps > MyBell toggle to ON.

If so and your Face ID is still not working, the Community will need a few more details in order to best assist:

• What is the model and OS version of your iPhone and iPad?
• Is the Face ID issue happening with all apps and unlocking screen or just with the MyBell app?

[Moose47]

MyBell toggle is turned on Version 8.12.0

iPad Pro 12.9" 256 GB. 4th generation.

iOS 15.6.

Face ID problem only happens with ”MyBell" app.

I am always prompted to "Enable FaceID" which I select, but for some reason "MyBell"

app does not remember it.

Same thing happens with my iPhone Pro Max 13 256 GB.

[BellAntgio]

Thanks for the info @Moose47 , 

There's a great support article on Apple.com titled If Face ID isn't working on your iPhone or iPad Pro, we know that you may have completed some of these steps already, but we we think these will be helpful.

If you haven't already, delete the MyBell app, re-install it and set up from new.

Try that out and let us know how it went.

[Moose47]

Deleted MyBell app and re-installed it on my iPad Pro 12.9" 256 GB.

I continue to have the same problem!

I have booked marked the "Apple Support" link that you provided.

Thank you.

I will try the other "Apple Support" suggestions and report back.

[Moose47]

Completed all of the steps in the "Apple Support" article and nothing has changed.

MyBell app is the only app that does not work with FaceID on my iPad and iPhone.

Whenever “FaceID” was implemented to the MyBell app, it worked perfectly.

After updating the "MyBell" app awhile ago (what version I updated from - I do not know), FaceID stopped working.

FaceID works with every other app on my iPad and iPhone.

[Moose47]

Deleted "MyBell" app on my iPhone 13 Pro Max 256 GB.

Re-installed "MyBell".

FaceID does not work with "MyBell"app.

Authenticator, Banking, myGMC apps work flawless with FaceID.

[BellAntgio]

Thanks for completing the suggested troubleshooting @Moose47.

We would like to look into it further and will need access to your account.

Please check your Messages within your profile avatar in the top right corner.

Unsure how to check or send a private message? See How to send a private message

[Marvin]

Hi. I am having the exact same problem. MyBell Face ID used to work using a previous release of the MyBell app, but now on my iPad running on iPadOS 15.7 after authorizing Face ID and then signing out, the logon screen again does not allow Face ID sign on.

[BellAntgio · Accepted solution]

Hey there @Marvin, 

Welcome to the Community and thanks for your post. 

In order for the face ID to work, you need to stay connected to the app when closing it and not hit Log Out. When manually signing out, you are erasing the saved face ID settings. 

Let the Community know if you have more questions.

[Casper]

Me to

[Casper]

Still not showing up in other apps

[BellAntgio]

Hey there @Casper , 

Welcome to the Community and thanks for your post. 

The Community will need some clarifications on what you mean by your post. However, if you mean apps other than MyBell, then Face ID will be available only if it was set up to support it or not. 

Let the Community know if you have more questions.