Face ID or Fingerprint Not Working in EUDI Wallet

Recognising Biometric Authentication Failures

Biometric authentication in the EUDI Wallet can fail in several distinct ways, each pointing to a different underlying cause:

• "Biometric authentication failed" error message: The sensor read your biometric data but it did not match the enrolled template. This happens with wet or dirty fingers, changed appearance, or a degraded enrolment.
• "Biometric not available" or "Biometric hardware not detected": The app cannot access the biometric sensor at all. This indicates a permission issue, a hardware fault, or that biometrics have not been set up on the device.
• Sensor does not respond when touched: The fingerprint reader does not light up or vibrate when you place your finger on it. Could be a hardware issue or the sensor is disabled at the system level.
• Face ID scans but repeatedly fails: The TrueDepth camera activates but cannot match your face. Usually caused by obstructions (glasses, mask, hair), poor lighting, or a changed appearance since enrolment.
• Forced to use PIN every time: The wallet has reverted to PIN-only authentication, which happens after multiple consecutive biometric failures (typically 3-5 attempts) as a security measure.

How Biometric Authentication Works in the EUDI Wallet

Understanding the technical flow helps explain why failures occur and how to fix them. When you authenticate with the EUDI Wallet using biometrics, the following process happens:

1. The EUDI Wallet requests authentication from the operating system's biometric framework (LocalAuthentication on iOS, BiometricPrompt on Android).
2. The operating system activates the biometric sensor (fingerprint reader or face scanner).
3. The sensor captures your biometric data and compares it against the enrolled template stored in the device's Secure Enclave (iOS) or Trusted Execution Environment (Android).
4. If the comparison matches with sufficient confidence, the OS releases the cryptographic key that the EUDI Wallet needs to access your stored credentials.
5. If the comparison fails, the OS reports an authentication failure to the wallet.

importantly, your biometric data never leaves the secure hardware of your device. The EUDI Wallet itself never sees or stores your fingerprint or face data -- it only receives a yes/no answer from the operating system. This means biometric issues are almost always related to your device's system-level biometric setup, not the EUDI Wallet app itself.

Fixing Fingerprint Recognition Issues

Step 1: Clean the Sensor and Your Finger

Fingerprint sensors are remarkably sensitive to surface conditions. Even a thin film of moisture, oil, or dust can significantly reduce recognition accuracy.

• Clean the sensor: Use a soft, dry, lint-free cloth (like a microfiber glasses cloth). Gently wipe the sensor area. For under-display sensors, clean the relevant area of the screen.
• Clean your finger: Wash and thoroughly dry your hands. Residual soap, lotion, or hand sanitiser can coat the ridges of your fingerprint and reduce readability.
• Check for screen protectors: Thick or low-quality screen protectors can interfere with under-display fingerprint sensors. If you recently applied a new screen protector and fingerprint recognition stopped working, the protector may be the cause. Some phones have a setting to increase touch sensitivity for screen protectors: check Settings > Display > Touch Sensitivity.

Step 2: Re-Enrol Your Fingerprint

Over time, the quality of a fingerprint enrolment can become mismatched with your actual fingerprint. Skin changes due to weather (dry winter skin vs. humid summer skin), calluses from manual work, minor injuries, or simply ageing can alter your fingerprint enough to cause recognition failures. Re-enrolling gives the sensor a fresh, accurate template.

On iOS (Touch ID):

1. Go to Settings > Touch ID & Passcode.
2. Enter your passcode.
3. Tap the existing fingerprint entry and tap Delete Fingerprint.
4. Tap Add a Fingerprint.
5. Follow the on-screen instructions: place your finger on the Home button repeatedly, lifting and placing it at slightly different angles each time. The system will prompt you to also scan the edges of your finger.
6. Pro tip: Enrol the same finger twice as two separate entries. This creates two templates and significantly improves recognition rates.

On Android:

1. Go to Settings > Security > Fingerprint (path varies by manufacturer -- may be under Biometrics, Lock Screen, or similar).
2. Enter your PIN or password.
3. Delete existing fingerprint entries.
4. Tap Add Fingerprint.
5. Scan your finger from multiple angles as instructed. Cover the entire surface of your fingertip, including edges.
6. Register multiple fingers: Add 2-3 different fingers (for example, right index, right thumb, left index). This gives you alternatives if one finger is wet or injured.

Dealing With Wet or Dirty Fingers

If your fingers are frequently wet or dirty due to your occupation or activity (cooking, gardening, healthcare work, manual labour), consider these alternatives:

• Register dry fingers at multiple angles: When enrolling, ensure your fingers are perfectly dry. Register 3 different fingers to maximise your chances of having a clean, dry one available.
• Use Face ID / face unlock instead: If your phone supports it, face recognition is unaffected by finger conditions.
• Keep a small microfiber cloth handy: A quick wipe of both your finger and the sensor before scanning dramatically improves success rates.
• Use your PIN: The EUDI Wallet always allows PIN authentication as a fallback. While marginally less convenient, it is always reliable.

Fixing Face Recognition Issues

Step 1: Clean the Camera

Face ID (iOS) uses the TrueDepth camera system at the top of your iPhone, which includes an infrared emitter, flood illuminator, and infrared camera. Android face unlock typically uses the front-facing selfie camera. Both can be affected by smudges, fingerprints, or screen protector edges covering the sensor area.

• Gently clean the notch or Dynamic Island area (iPhone) or the front camera area (Android) with a soft, dry cloth.
• Check that no screen protector is overlapping or covering the front-facing sensors.
• Ensure nothing is blocking the camera: stickers, cases that partially cover the top edge, or even a dislodged screen protector.

Step 2: Re-Enrol Your Face

If your appearance has changed significantly since you first set up face recognition, re-enrolling creates a new template that matches your current appearance.

Common appearance changes that affect face recognition:

• Growing or shaving a beard or moustache
• New glasses frames (especially thick frames or very different shapes)
• Significant weight change affecting facial contours
• Facial surgery or dental work affecting jaw alignment
• New hairstyle that covers parts of the forehead or face

On iOS (Face ID):

1. Go to Settings > Face ID & Passcode.
2. Enter your passcode.
3. Tap Reset Face ID.
4. Tap Set Up Face ID.
5. Position your face in the circular frame and slowly rotate your head in a circle as instructed. You will do this twice.
6. Set up Alternate Appearance: After the initial setup, go back to Face ID settings and tap Set Up an Alternate Appearance. Enrol your face while wearing glasses if you sometimes wear them, or vice versa.

On Android:

1. Go to Settings > Security > Face Unlock (path varies by manufacturer).
2. Enter your PIN or password.
3. Delete existing face data.
4. Set up face unlock again, following the on-screen instructions.
5. Enrol in a well-lit environment for best results.

Handling Glasses, Masks, and Accessories

Face recognition technology has improved significantly, but accessories can still cause issues depending on your device:

• Regular prescription glasses: Both Face ID and most Android face unlock systems handle standard glasses well after initial enrolment. If you switch between wearing glasses and not wearing them, set up an Alternate Appearance (iOS) or re-enrol with glasses on.
• Sunglasses: Face ID uses infrared light, so sunglasses that block infrared (most polarised sunglasses) will prevent recognition. Remove them before authenticating, or use your PIN.
• Face masks: On iPhone 12 and later with iOS 15.4+, Face ID works with masks by focusing on the eye area. Enable this in Settings > Face ID & Passcode > Face ID with a Mask. Most Android face unlock systems do not support masks -- use fingerprint or PIN instead.
• Hats and head coverings: Religious or cultural head coverings that frame the face do not interfere with face recognition. Wide-brimmed hats that cast shadows over the face may cause issues in low-light conditions.

Checking EUDI Wallet Biometric Permissions

Even if biometrics work perfectly for unlocking your phone, the EUDI Wallet app needs separate permission to use the biometric sensor.

iOS Permissions

1. Go to Settings and scroll down to find the EUDI Wallet app.
2. Tap on it and verify that Face ID (or Touch ID) is toggled ON.
3. Also check Settings > Face ID & Passcode and ensure that under "Other Apps", the EUDI Wallet is listed and enabled.

Android Permissions

1. Go to Settings > Apps > EUDI Wallet > Permissions.
2. Look for a biometric or fingerprint permission and ensure it is granted.
3. Note: On some Android versions, the biometric permission is automatically granted and not separately listed. If you do not see it, the permission is likely already active.

Toggle Biometrics Within the EUDI Wallet

Sometimes the link between the wallet app and the device biometric system needs to be refreshed:

1. Open the EUDI Wallet app (using your PIN if biometrics are not working).
2. Navigate to Settings > Security (or "Authentication").
3. Toggle Biometric Authentication OFF.
4. Confirm with your PIN when prompted.
5. Toggle Biometric Authentication back ON.
6. The app will request your biometric to confirm the new link. Complete the biometric scan.

Setting Up and Using the Fallback PIN

Every EUDI Wallet implementation provides a PIN (Personal Identification Number) as an alternative to biometric authentication. This ensures you can always access your credentials, even if your biometric sensor fails, your hands are occupied, or you have a physical condition that prevents biometric enrolment.

Setting up a strong wallet PIN:

• Choose a 6-digit PIN (the minimum required by most implementations). Some wallets allow longer PINs or full passwords for even greater security.
• Avoid obvious sequences like 123456, 000000, or your birth date.
• Do not reuse your phone unlock PIN -- use a different PIN for the EUDI Wallet.
• The wallet PIN is separate from your device passcode and separate from any PINs associated with your identity card.

Changing your wallet PIN: Open the EUDI Wallet > Settings > Security > Change PIN. You will need to enter your current PIN before setting a new one.

Recognising Biometric Hardware Issues

In rare cases, biometric failures are caused by actual hardware problems with the sensor, not software or environmental factors. Signs of a hardware issue include:

• Biometrics fail in all apps, not just the EUDI Wallet -- including phone unlock, banking apps, and payment apps.
• The fingerprint sensor does not respond to any touch (no vibration, no screen indication of a scan).
• Face ID shows a "Face ID is not available" persistent error in phone Settings.
• The issue started after the phone was dropped, got wet, or was repaired by a non-authorised service.

If you suspect a hardware issue, test biometrics in your phone's Settings first (try enrolling a new fingerprint or re-setting up Face ID at the system level). If that fails, contact your phone manufacturer or visit an authorised service centre. Third-party screen replacements, in particular, frequently damage the Face ID sensor array on iPhones or under-display fingerprint sensors on Android devices.

Accessibility Alternatives

The EUDI Wallet is designed to be accessible to all citizens, including those who cannot use standard biometric authentication due to physical disabilities or medical conditions.

• PIN-only authentication: During initial wallet setup, if you skip the biometric enrolment step, the wallet will default to PIN-only authentication for all operations.
• Screen reader compatibility: The EUDI Wallet supports VoiceOver (iOS) and TalkBack (Android) for navigating the interface and entering your PIN.
• Large text and high contrast: The wallet respects your device's accessibility settings for font size and display contrast.
• Switch control: Users who rely on adaptive switches can navigate the wallet interface and enter their PIN using their configured switch setup.
• Assistive Touch: On iOS, the wallet works with AssistiveTouch for users who cannot easily reach the biometric sensor.

If you encounter accessibility barriers that prevent you from using the EUDI Wallet, report them to your national wallet provider. The European Accessibility Act and eIDAS 2.0 regulation require that these wallets be accessible, so providers are obligated to address accessibility issues.

Preventing Biometric Failures

• Enrol biometrics in optimal conditions: Enrol fingerprints with clean, dry hands. Enrol face recognition in a well-lit room, facing the camera directly.
• Register multiple fingerprints: Add 2-3 different fingers so you have alternatives.
• Set up alternate appearances for Face ID: If you regularly switch between wearing and not wearing glasses, set up an alternate appearance.
• Keep sensors clean: Make it a habit to wipe the fingerprint sensor or front camera area occasionally.
• Update biometric enrolment periodically: If your appearance changes significantly (new glasses, beard, weight change), re-enrol your face data.
• Always maintain a working PIN: Your PIN is your reliable fallback. Ensure you remember it and update it if you suspect it has been compromised.

When to Contact Support

Contact your national wallet provider if:

• Biometrics work for phone unlock and other apps but consistently fail in the EUDI Wallet, even after toggling permissions and re-linking.
• The wallet does not offer a PIN fallback option, which would be non-compliant with the eIDAS 2.0 accessibility requirements.
• You receive persistent error messages about biometric hardware that do not appear in other apps.
• You need to set up the wallet without any biometric enrolment due to a permanent accessibility need and the app does not offer this option during setup.

Contact your phone manufacturer if:

• Biometrics fail across all apps and the system settings, indicating a hardware defect.
• The biometric sensor stopped working after a phone repair, screen replacement, or physical damage.