Biometric authentication failed.
Your phone did not complete the identity check on the App Lock screen.
Why does this happen?
The prompt may have been closed early, or a suitable check may be unavailable on your phone. Biometrics uses the fingerprint, face or screen-lock method your phone offers; your app PIN is separate.
How do I check it?
On App Lock, tap Biometrics and complete the check on your phone while keeping the app open. If it fails again, make sure your phone’s screen lock and biometrics remain turned on in device settings, then retry.
If you know your app PIN, enter it in PIN and tap Unlock. If a lockout timer is showing, wait for the countdown to finish first.
If you forgot your app PIN, tap Forgot PIN to recover access. You will need to verify your identity with your phone before setting a new PIN. If verification still fails, contact support below with this message, your phone model, and the step where it stopped.
How do I verify the result?
Open your profile and confirm your herd records are intact. If you reset your PIN, create a fresh backup right away.
How do I keep my records safe?
Keep the installed app, your herd records and existing ZIP backups. Keep each older protected ZIP’s original PIN: it stays the same when you change your app PIN or phone lock. Keep PINs and backup contents private when contacting support.