If Face ID or Touch ID is not working with the Bitpanda Custody iOS app, first check whether biometric authentication is working on the device itself and whether the issue affects only the app or wider device authentication.
Face ID or Touch ID may be required for certain authentication, approval, or signing workflows depending on your organisation’s BE Custody configuration.
What should I check first?
Before raising a support request, check:
- Face ID or Touch ID is enabled on the device
- Face ID or Touch ID works outside the Bitpanda Custody iOS app
- The device passcode has not recently been changed
- Biometric settings have not recently been reset
- A new face or fingerprint has not recently been added
- The device has not been restored, replaced, or transferred
- The Bitpanda Custody iOS app is up to date
- The iOS version is up to date, where possible
- The device date and time settings are correct
If your organisation uses mobile device management, also check whether any device policy may affect biometric authentication.
What if biometric settings were changed?
Changes to biometric settings may affect custody authentication or approval workflows.
If Face ID or Touch ID settings were changed, follow your organisation’s internal process before attempting further custody activity. Additional verification or re-authorisation may be required depending on your organisation’s setup.
Do not attempt to bypass device security controls.
What if the app asks for another authentication method?
If the Bitpanda Custody iOS app asks for another authentication method, follow the approved process shown in the app or provided by your organisation.
Do not share your PIN, device passcode, password, Face ID, Touch ID, or other authentication information with anyone.
What if I cannot approve a transaction?
If biometric authentication prevents you from approving a transaction, do not attempt to bypass the approval workflow.
Check whether another authorised approver can review the transaction according to your organisation’s quorum and approval process. If quorum cannot be reached, escalate internally or contact Bitpanda Enterprise Custody Support through the approved support channel.
What should I avoid?
Do not:
- Share device passcodes, PINs, passwords, or authentication information
- Use another person’s biometric authentication
- Attempt to approve from an unapproved device
- Reset, uninstall, or re-enrol the app unless instructed
- Approve a transaction you cannot independently verify
- Continue using a device that may be compromised
What information should I include in a support request?
If support is required, include:
- Your organisation name
- Your name and work email address
- The affected device model
- The iOS version, if known
- The Bitpanda Custody iOS app version, if known
- Whether the issue affects Face ID, Touch ID, or both
- Whether biometric authentication works elsewhere on the device
- Whether any device, iOS, app, or biometric settings changed recently
- Any error message shown
- The approximate date and time the issue started
Do not include passwords, PINs, private keys, seed phrases, API keys, API secrets, access tokens, device passcodes, biometric data, or other sensitive authentication information in a support request.