CEO Mobile® Biometric Authentication frequently asked questions – Wells Fargo Commercial

CEO Mobile® Biometric Authentication frequently asked questions

    

back to Biometric Authentication

Touch ID® for iPhone®

What is Sign On with Touch ID? 

Sign On with Touch ID allows you to use your device’s Apple® Touch ID feature to sign on to the CEO Mobile® app using your fingerprint instead of entering your username and password.

How do I enable the Sign On with Touch ID feature on CEO Mobile

After registering your fingerprint on your iPhone, open the CEO Mobile app and follow the instructions to add Touch ID. You can also set up Touch ID from your User Profile on the CEO Mobile Home screen. 

Note : Any and all fingerprints registered on your device can be used to sign on to the CEO Mobile app. We recommend not using Touch ID if you share your device with anyone else. 

How do I register a fingerprint on my device? 

Select Touch ID & Passcode in your Apple device’s settings. Then follow the steps to register one or more fingerprints on your device. 

How do I sign on to the CEO Mobile app once I've set up Touch ID? 

Open the CEO Mobile app. Tap Touch ID, then press your finger on your device’s home button to sign on. 

Can I use different fingerprints to sign on? 

Yes. You can sign on using any fingerprint you have registered on your device. 

Should I use the Sign On with Touch ID feature if I share my device with someone? 

No. When Touch ID is enabled, anyone with a fingerprint registered on your device can sign on to the CEO Mobile app, view your CEO accounts and use your CEO products. We do not recommend using Touch ID if you share your device. 

What should I do if I lose my device or my device is stolen?

Touch ID can be disabled remotely with the Find My iPhone app. If you have the Find My iPhone app installed on your device, you can use it to remotely lock your device. Please refer to the Apple website for more information about Find My iPhone.

Where is my fingerprint stored?

Your device stores the information it needs to recognize your fingerprint. The CEO Mobile app uses your device’s functionality to recognize your fingerprint when you sign on. Wells Fargo does not store your fingerprint or any information associated with your fingerprint.

Does Wells Fargo have access to my fingerprint?

No. Wells Fargo does not have access to the information needed to recognize your fingerprint.

Can I still use my user ID, company ID, and password to sign on?

Yes. You can sign on with your user ID, company ID, and password at any time. When you open the CEO Mobile app, on the password icon sign on with your CEO credentials.

Can I remove the Touch ID feature and use only my user ID, company Id and password?

Yes. You can remove the Touch ID feature from your User Profile on the CEO Home screen. After signing on to the CEO Mobile app, navigate to your User Profile and select Remove Touch ID to disable Touch ID.

What happens if I change a fingerprint stored on my phone?

If a change to your registered fingerprints is detected, you will have to sign on your CEO credentials, then re-enable Touch ID in the CEO Mobile app.

Why is Touch ID not working?

Touch ID will be disabled automatically after five failed attempts. Use your device passcode to unlock Touch ID, then re-open the CEO Mobile app to sign on with Touch ID.

Face ID® for iPhone®

What is Sign On with Face ID?

Sign On with Face ID allows you to use your device’s Apple® Face ID feature to sign on to the CEO Mobile® app using facial recognition instead of entering your user ID, company ID, and password.

How do I enable the Sign On with Face ID feature on CEO Mobile?

CEO Mobile customers using iPhone X or higher can download the latest version of the app from the Apple App Store and enable Face ID. After setting up Face ID on your device, open the CEO Mobile app and follow the instructions to add Face ID. You can also set up Face ID from your User Profile on the CEO Home screen.

What if I don’t see the option to set up Face ID in the CEO Mobile app?

If you don’t see the option to set up Face ID, go to your device Settings, select the CEO Mobile app, then follow the instructions to enable Face ID. You should then be able to sign on with Face ID.

How do I set up Face ID on my device?

Select Face ID & Passcode in your device Settings. From there, tap Set Up Face ID and follow the instructions.  

Note: Any and all Face IDs registered on your device can be used to sign on to the CEO Mobile app. We recommend not using Face ID if you share your device with anyone else.

How do I sign on to the CEO Mobile app once I’ve set up Face ID?

After you open the CEO Mobile app, tap Face ID and hold your device in front of your face to sign on.

Should I use the Sign On with Face ID feature if I share my device with someone?

No. We do not recommend using Face ID if you share your device.

What should I do if I lose my device or my device is stolen?

Face ID can be disabled remotely with the Find My iPhone app. If you have the Find My iPhone app installed on your device, you can use it to remotely lock your device. Please refer to the Apple website for more information about Find My iPhone.

Where is my Face ID information stored?

Your device stores the information it needs to recognize your facial features. The CEO Mobile app uses your device’s functionality to recognize your facial features when you sign on. Wells Fargo does not store your Face ID image.

Can I still use my CEO user ID, company ID, and password to sign on?

Yes. You can sign on with your user ID, company ID, and password at any time.

Can I remove the Face ID feature and use only my CEO user ID, company ID and password?

Yes. You can remove the Face ID feature from your User Profile on CEO Home screen. After signing on to the CEO Mobile app, navigate to your User Profile and select Remove Face ID to disable Face ID.

What happens if I change the Face ID stored on my phone?

If a change to Face ID is detected on the device, you will have to sign on with your CEO credentials, then re-enable Face ID.

What happens if I change my CEO password?

You can change your CEO password at any time, but Face ID will remain enabled on your device so you can use your Face ID to sign on to the CEO Mobile app.

Eyeprint

What is Sign On with Eyeprint?

Sign On with eyeprint allows you to sign on to the CEO Mobile® app by simply scanning your eyes. The eyeprint feature uses your unique eyeprint to identify you.

How do I enable the eyeprint feature on CEO Mobile?

  • If you currently use the CEO Mobile app, you’ll need to download the latest version from the Apple® App Store or Google PlayTM Store, then open the app and set up eyeprint.
  • If you’re not currently using the CEO Mobile app, you can download the CEO Mobile iPhone® app from the Apple App Store or the CEO Mobile Android® app from the Google Play Store.
  • After opening the app, you will see screens introducing the eyeprint feature. Tap Let’s get started on any of these screens to set up eyeprint.

To begin set up, you will need to sign on using your CEO company ID, user ID, and password. 

Once you’ve set up eyeprint, it takes only seconds to sign on.

Are there any tips for setting up eyeprint successfully?

The CEO Mobile biometrics eyeprint feature works best when set up properly. Here are some tips for setting up the feature:

  • Find a well-lit, indoor environment.
  • If you wear glasses most of the time, wear them when you set up eyeprint and make sure there’s no glare on your glasses.
  • Center your eyes in the frame on the scan screen.

What if I don’t see the option to set up eyeprint in the CEO Mobile app?

If you don’t see the option to set up eyeprint, go to your device Settings, select the CEO Mobile app, then follow the instructions to set up eyeprint. You should then be able to sign on with eyeprint.

How do I sign on to the CEO Mobile app once I’ve set up eyeprint?

After you open the CEO Mobile app, tap the eyeprint icon and hold your device in front of your face to sign on with eyeprint.

Should I use the Sign On with eyeprint feature if I share my device with someone?

We do not recommend using the eyeprint feature if you share your device. Since only one eyeprint can be registered on a device for a CEO user, if you share your device, any other user will have to sign on to the CEO Mobile app with their CEO credentials. 

What should I do if I lose my device or my device is stolen?

If your device is lost or stolen, call your mobile provider and report your phone lost or stolen, and also contact Wells Fargo at 1 800 AT WELLS, Option 2.

Where is my eyeprint information stored?

Your device stores the information it needs to recognize your eyeprint. Wells Fargo does not store your eyeprint data. 

Does Wells Fargo have access to my eyeprint?

No, Wells Fargo does not have access to the information needed to recognize your eyeprint.

Can I still use my CEO user ID, company ID, and password to sign on?

Yes. You can sign on with your CEO user ID, company ID, and password at any time.

Can I remove the eyeprint feature and use only my CEO user ID, company ID and password?

Yes, you can remove the eyeprint feature through the CEO Mobile app. If you prefer, you may contact your client service officer directly or call 1 800 AT WELLS, Option 2. They can quickly remove the eyeprint feature from your device.

What happens if I change my CEO password?

You can change your CEO password at any time, but eyeprint will remain set up on our device, so you can use eyeprint to sign on to the CEO Mobile app.