Authentication failed. Check device lock and biometric settings.
Complete your phone’s lock or biometric check to set a new app PIN.
Why does this happen?
This message appears when the phone check is cancelled or unsuccessful, or when an unexpected error occurs while saving the new PIN.
How do I check it?
Check the screen lock and biometric settings on your phone. In Forgot PIN, tap Verify with biometrics or device lock and complete the method your phone offers.
After verification, enter the same new PIN in New PIN and Confirm new PIN, then tap Save. Stay in the app until it finishes; repeat verification when asked after leaving and returning.
Check that your profile and recent records open. If the error returns, close the panel and tell Product support whether it appeared after the phone check or after Save, along with the exact message and app version.
How do I verify the result?
Recovery is complete when the new PIN opens your profile and its recent records.
How do I keep my records safe?
Keep the app installed, its records and earlier backups intact. Older encrypted ZIPs use their original PIN; share only the error details with support and keep PINs and backup contents private.