How to fix 9.4.x/8.4.x iPhone/iPad app Face ID not working?

How to fix 9.4.x/8.4.x iPhone/iPad app Face ID not working?

PROBLEM: Despite being enabled, Face ID is not working for 9.4.x/8.4.x iPhone/iPad app. Or, it is disabled and trying to enable it does not work, or it works for a bit and then stops. How do I fix this, please? 

SOLUTION:
1) Please try this first:
2) If the above does not help, try these steps too:
If using Cloud Sync ensure all 9.4.x apps are in full sync, including Web app.  (i.e. have same record counts)
(Note: 9.4.x Web app is here: https://app.splashid.com/
Older 8.4.x Web app, here: https://www.splashid.com/login )

If any of the apps' record counts do not match, even slightly please stop here and contact us for help - submit a support ticket HERE.

3) Also, ensure no Local only records exist in any of the apps - use the Local only filter to check this.
(Filter by All Types/All Categories so all records show, then add the Local only filter)

4) For 9.4.x WIFi Sync users - also ensure all apps in sync, and no Local only records exist anywhere.
Then do a Cloud Sync or WiFi Sync to update all apps with latest data/edits, and backup data in all apps, just in case - Export to a local known folder on PC & Mac, Export to Dropbox for mobile apps.

5) Quit & delete problem 9.4.x iPhone/iPad app. (or quit & delete 8.4.x iPhone/iPad app, if issue is with that)

6) Reinstall the same mobile app from App Store, resync from Cloud or from PC/Mac Desktop app. 
Try to re-enable Face ID - it should "stick" (setting kept) now.

Article added: May 2026
Latest edits: July 2026

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