If your biometric authentication, fingerprint or facial recognition isn't working or is not recognizing you, this can prevent you from accessing your system.
Follow the troubleshooting steps below to quickly identify and resolve common biometric problems:
Clean the biometric sensor
For fingerprint scanners, gently clean the sensor surface with a soft, lint-free cloth to remove dirt, oil, or moisture. For facial recognition cameras, ensure the camera lens is clean and free from obstructions.
Check your finger or face positioning
Ensure you're positioning your finger correctly on the scanner (flat and centered) or your face is properly aligned with the camera. Maintain the recommended distance and avoid extreme angles. Good lighting is essential for facial recognition.
Ensure your hands are clean and dry
Wet, dirty, or oily fingers can prevent fingerprint recognition. Wash and thoroughly dry your hands before attempting to scan. Similarly, remove glasses, hats, or anything that might obscure your face for facial recognition.
Try a different registered finger or re-scan
If you have multiple fingerprints registered, try using a different finger. Some fingers may scan more reliably than others. Position your finger at slightly different angles to find the best recognition point.
Re-enroll your biometrics
Delete your existing biometric data and re-register your fingerprint or face. Go to your system settings, remove the current biometric profile, and enroll again, ensuring high-quality scans during registration.
Use your backup authentication method
Most systems offer alternative login methods such as PIN, password, or security code. Use your backup authentication method to access the system while troubleshooting the biometric issue.
Restart the device or system
Power off your biometric device or till system completely, wait 30 seconds, then turn it back on. This can resolve temporary software glitches affecting the biometric sensor.
If your biometrics still aren't working after trying these steps, raise a support case with our team. Include the following information:
The type of biometric system you're using is, fingerprint scanner or facial recognition.
Your device or till model.
Whether the sensor worked previously or is newly set up.
If the issue affects only your biometrics or multiple users.
Any error messages are displayed when attempting authentication.
The troubleshooting steps you've already completed.