Face ID or fingerprint does not work
The biometric switch only appears when the phone itself has a face or a fingerprint enrolled, and it always falls back to the PIN. Most cases are the phone's setting, not the app's.
How it shows up
- I can't find the biometric option in Security
- Face ID stopped working in XRP Mobile
- It always asks for the PIN
- Fingerprint button on the PIN screen does nothing
You can fix this yourself
No need to contact support: the steps below are the whole fix.
How support confirms it
- Confirm the phone has biometrics enrolled and the app is allowed to use them in the phone settings. No explorer involved.
Known issue, tracked by the team as xrp-mobile#184.
The switch is missing
Open the gear, then Security. The Biometric authentication row only appears when your phone has Face ID, Touch ID or a fingerprint enrolled in the system settings. Enrol one there first, then come back.
The switch is on but the app asks for the PIN
- On iOS, check that XRP Mobile is allowed to use Face ID: Settings, XRP Mobile, Face ID. If it was denied once, the app cannot ask again until you allow it there.
- If your face or finger failed a few times in a row, the phone itself falls back to your PIN. That is the phone protecting you and the PIN is always accepted.
- Turn the switch off and on again in Security. The phone will ask you to authenticate to confirm the change.
The fingerprint icon on the PIN pad
On the Set PIN and Confirm PIN screens during setup there is a fingerprint key that does nothing yet. It is a known cosmetic issue; biometrics are set up afterwards from Security.
What the app can and cannot see
Nothing about your face or finger reaches XRP Mobile. The phone answers yes or no, and that is all the app gets. Turning biometrics off does not change your wallet or your keys.
Balances or prices are not loading, or show zero
When many people open the app at once, or a data provider is slow, balances and prices can spin, show zero or show a stale value for a few minutes. Your XRP is on the XRP Ledger the whole time, and an explorer proves it; your other tokens are held in the multichain layer, and when it is unavailable they drop out of the list until it is back. At those times, importing a wallet can also wrongly say the recovery phrase is invalid.
I cannot send the whole balance
Two things always stay behind on the XRP Ledger: the 1 XRP base reserve and the network fee. The Max button already accounts for both. Typing your full balance by hand will fail.