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Biometric Authentication Questions

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 Wells Fargo Mobile® app using your fingerprint instead of entering your username and password.

How do I enable the Sign On with Touch ID feature?

You can use Touch ID if you have one or more fingerprints registered on your device. To get started, make sure to enable Touch ID before signing on with your username and password. You can also enable Touch ID by selecting Sign On with Touch ID from the Profile and Settings menu.

How do I register a fingerprint on my device?

Visit your device settings and select Touch ID & Passcode. From there, follow the steps to register one or more fingerprints on your device.

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

After you launch the Wells Fargo Mobile app, you'll be prompted to scan your fingerprint to complete the Touch ID sign on process. If you don't get the Touch ID prompt, you can trigger it by clicking the Use Touch ID link on the Wells Fargo Mobile app sign on page.

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 the Sign On with Touch ID feature is enabled, any person with a fingerprint registered on your device can sign on to the Wells Fargo Mobile app, view your account information, and complete transactions. We do not recommend using this sign on feature if you share your device.

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

In addition to notifying your mobile carrier, please call us at 1-800-869-3557, 24 hours a day, to notify us that your device is lost or stolen. We can disable the Sign On with Touch ID feature on your Wells Fargo Mobile app.

If you have the Find My iPhone app downloaded to 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 Wells Fargo Mobile app is utilizing 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 username and password to sign on?

Yes. You can sign on with your username and password at any time. When you open the Wells Fargo Mobile app and are prompted to scan your fingerprint, select Cancel to return to the Sign On screen where you can enter your username and password.

Can I disable the Sign On with Touch ID feature and use only my username and password?

Yes. You can disable the Sign On with Touch ID feature at any time. After signing on to the Wells Fargo Mobile app, select Sign On with Touch ID from the Profile and Settings menu. Within the Sign On with Touch ID settings, uncheck the Enable Sign On with Touch ID checkbox.

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

If a change to the fingerprint registry is detected on the device, Touch ID will be disabled and you will need to re-enable it.

Why is Touch ID not working?

Touch ID may become disabled after an iOS update or a Wells Fargo Mobile app update. In some cases, we may disable Touch ID for your security and ask you to sign on with your username and password. You can quickly re-enable Touch ID by going to the Profile and Settings menu in the Wells Fargo Mobile app. If you have questions, please call 1-800-956-4442, 24 hours a day, seven days a week.

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 Wells Fargo Mobile® app using facial recognition instead of entering your username and password.

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

You can use Face ID with the Wells Fargo Mobile app after you have set up Face ID on your device. To get started, select Set Up Face ID before signing on with your username and password. You can also enable Face ID by selecting Sign On with Face ID from the Profile and Settings menu.

For Face ID, if you have family members that look like you we recommend using your username and password to sign on.

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

If you don’t see the option to set up Face ID, go to your device Settings, scroll down and select the Wells Fargo Mobile app, then turn on Face ID. You should then be able to select Sign On with Face ID.

How do I set up Face ID on my device?

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

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

After you launch the Wells Fargo Mobile app, you’ll be prompted to Sign On with Face ID. If you don’t get the Face ID prompt, you can trigger it by clicking the Use Face ID link on the app sign on page.

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

No. We do not recommend using this sign on feature if you share your device.

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

In addition to notifying your mobile carrier, please call us at 1-800-869-3557, 24 hours a day, to notify us that your device is lost or stolen. We can disable the Sign On with Face ID feature on your Wells Fargo Mobile app.

If you have the Find My iPhone app downloaded to 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 Wells Fargo 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 username and password to sign on?

Yes. You can sign on with your username and password at any time.

Can I disable the Sign On with Face ID feature and use only my username and password?

You can disable the Sign On with Face ID feature at any time. After signing on to the Wells Fargo Mobile app, select Sign On with Face ID from the Profile and Settings menu. Within the Sign On with Face ID settings, uncheck the Enable Sign On with Face ID checkbox.

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

If a change to Face ID is detected on the device, Face ID will be disabled and you will need to re-enable it after signing on with your username and password.

What happens if I change my username or password?

Any time that your username or password is changed, Face ID will be disabled and you will need to re-enable it after signing on with your new username and password.

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 Wells Fargo Mobile® app using your fingerprint instead of entering your username and password. 

How do I enable the Sign On with Touch ID feature?

To enable Sign On with Touch ID, sign on with your username and password and select Touch ID Settings from the Profile and Settings menu. Within the Touch ID Settings, check the Enable Sign On with Touch ID checkbox and choose Save.

How do I register a fingerprint on my device?

Visit your device Settings and select Touch ID & Passcode. From there, follow the steps to register one or more fingerprints on your device.

How do I sign on to the Wells Fargo Mobile app once I’ve set up Touch ID?

After you launch the Wells Fargo Mobile app, you’ll be prompted to scan your fingerprint to complete the Touch ID sign on process. If you don’t get the Touch ID prompt, you can trigger it by clicking the Use Touch ID link on the mobile app sign on page.

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 the Sign On with Touch ID feature is enabled, any person with a fingerprint registered on your device can sign on to the Wells Fargo Mobile app, view your account information, and complete transactions. We do not recommend using this sign on feature if you share your device.

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

In addition to notifying your mobile carrier, please call us at 1-800-869-3557, 24 hours a day, to notify us that your device is lost or stolen. We can disable the Sign On with Touch ID feature on your Wells Fargo Mobile app.

If you have the Find My iPhone app downloaded to 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 Wells Fargo Mobile app is utilizing 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 username and password to sign on?

Yes. You can sign on with your username and password at any time. When you open the Wells Fargo Mobile app and are prompted to scan your fingerprint, select Cancel to return to the Sign On screen where you can enter your username and password.

Can I disable the Sign On with Touch ID feature and use only my username and password?

Yes. You can disable Sign On with Touch ID at any time. After signing on to the Wells Fargo Mobile app, select Touch ID Settings from the Profile and Settings menu. Within the Touch ID Settings, uncheck the Enable Sign On with Touch ID checkbox.

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

If a change to the fingerprint registry is detected on the device, Touch ID will be disabled and you will need to re-enable it.

Why is Touch ID not working?

Touch ID may become disabled after an iOS update or a Wells Fargo Mobile app update. In some cases, we may disable Touch ID for your security and ask you to sign on with your username and password. You can quickly re-enable Touch ID by going to the Profile and Settings menu in the Wells Fargo Mobile app. If you have questions, please call 1-800-956-4442, 24 hours a day, seven days a week.

What is Fingerprint Sign On?

Sign On with Android Fingerprint allows you to use your eligible Android device’s fingerprint feature to sign on to the Wells Fargo Mobile app with your fingerprint instead of entering your username and password.

How do I enable the Fingerprint Sign On feature?

If you have one or more fingerprints registered on your device, you can use the Fingerprint Sign On feature.

After signing on to the Wells Fargo Mobile app, select Fingerprint Sign On from the Profile and Settings menu. Within the Fingerprint Sign On settings, select Enable Fingerprint Sign On and choose Save.

How do I register a fingerprint on my device?

Visit your device Settings to manage fingerprint authentication. From there, follow the steps to register one or more fingerprints on your device.

After I’ve enabled the feature, how do I sign on to the Wells Fargo Mobile app using Fingerprint Sign On?

Open the Wells Fargo Mobile app on your device. When you launch the app, you’ll be prompted to scan your fingerprint to complete the sign on process using Fingerprint 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 Fingerprint Sign On if I share my device with someone?

No. When Fingerprint Sign On is enabled, any person with a fingerprint registered on your device can sign on to the Wells Fargo Mobile app, view your account information, and complete transactions. We don’t recommend using this sign on feature if you share your device.

What if my device is lost or stolen?

In addition to notifying your mobile carrier, please call us at 1-800-869-3557, 24 hours a day, to let us know that your device is lost or stolen. We can disable Fingerprint Sign On for your Wells Fargo Mobile app.

Does Wells Fargo store my fingerprint?

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

Wells Fargo does not store 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 username and password without disabling Fingerprint Sign On?

Yes. You can sign on with your username and password at any time without disabling Fingerprint Sign On. When you open the Wells Fargo Mobile app and are prompted to scan your fingerprint, select Cancel to return to the Sign On screen where you can enter your username and password.

Can I disable Fingerprint Sign On and use only my username and password?

Yes. You can disable Fingerprint Sign On at any time. After signing on to the Wells Fargo Mobile app, select Fingerprint Sign On from the Profile and Settings menu. Within the Fingerprint Sign On settings, uncheck the Enable Fingerprint Sign On checkbox.

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

If a change to the fingerprint registry is detected on the device, Fingerprint Sign On will be disabled, and you’ll need to re-enable it after signing on with your username and password.

Why is Fingerprint Sign On not working?

In some cases, we may disable Fingerprint Sign On for your security and ask you to sign on with your username and password. Fingerprint Sign On may become disabled after a Wells Fargo Mobile app update. You can quickly re-enable Fingerprint Sign On by selecting Fingerprint Sign On from the Profile and Settings menu in the Wells Fargo Mobile app. If you have any questions, please call 1-800-956-4442, 24 hours a day, seven days a week.