Biometrics FAQ

What is biometrics? 

Biometrics is a way to sign in using something unique about you, like your fingerprint or face. Biometrics can also be used to unlock your phone and sign into apps on your device. 

How can I tell if my device supports biometrics? 

If you can unlock your phone with your fingerprint, face, or iris scan, your device supports biometrics. You can check your phone’s settings under "Biometrics & Security" or "Face & Fingerprint." 

Do I have to use biometrics to sign in? 

No, it’s optional. You can still sign in using your password if you prefer. 

Is biometrics safe to use? 

Yes! Your fingerprint or face scan stays on your device and is not shared with us. It’s more secure than a password. 

Will my fingerprint or face scan be stored by the app? 

No. The app never sees or stores your fingerprint or face scan. It only asks your phone to confirm that it's you. 

What happens if I change my phone or reset it? 

If you get a new phone or reset yours, you’ll need to set up biometrics again in your phone’s settings before using it to sign in to the app. 

What if my fingerprint or face scan isn’t working? 

Make sure your phone’s biometrics are set up correctly. If you’re having trouble, you can still sign in with your phone PIN or with your email and password. * Please note: aurora+ does not support log in with facial recognition on Android devices. 

Can someone else unlock my account with their fingerprint or face? 

No. Only fingerprints or faces saved in your phone can be used. If you’ve added someone else’s fingerprint to your phone, they could unlock it. 

How do I turn off biometrics for the app? 

Within aurora+ tap on the ‘person’ icon in the top right of the screen, then tap on Account Management to open the Security page and turn off the biometrics toggle. 

Why am I receiving a Security Alert email?

When you log on using your username and password you'll be sent an email to let you know. This is sent as an added security measure, it will include the device used and the IP Address. You can ignore the message if it was you or follow the steps to manage your account if you didn't log on.

What should I do if I’m worried about security? 

If you’re concerned, you can turn on biometrics in the app and change your password. Make sure no one else has saved their fingerprint or face on your phone.