We have received recent reports from users who rely on the Face ID feature, that are unable to log in using biometric authentication, and may instead be prompted to authenticate using their account credentials.
The following steps will resolve this issue:
- Log into the mobile Empower Dashboard app with your username and password.
- Tap the button with the three horizontal lines in the upper-left corner.
- Tap Profile, then Settings.
- Tap Face ID.
- Tap the "Face Id" option to remove the check from the box.
- Then, tap the box again to re-enable the feature.
- Enter your Username and Password in the fields that appear below the box.
- Tap Enable Face ID.
- Tap the back arrow in the upper-left corner to return to the Settings page.
This process will generate a new authentication token, which will restore your Face ID functionality.
If the Face ID login feature still fails after completing these steps, please submit a support ticket so we may investigate further.