Biometric Authentication Troubleshooting

Some iOS users may experience an issue when attempting to use Biometric Authentication. This is the result of a communication error between SimpliSafe® and the iCloud Keychain. In this state, you may see a request to use a passkey (scan a QR code from another iOS device), or an external security key.

You can follow the steps below to quickly resolve this issue.

1. If you are in a state where the device is requesting a QR code to be scanned, simply hit cancel in the upper right corner. Then, use a secondary factor of SMS to sign in to the SimpliSafe® app.

2. Next, remove the biometric token from the SimpliSafe® App MFA Settings using the steps below. Once removed, you can set up Biometric Authentication the next time you log in.

1. Select the three-bar menu from the top left corner of the app

2. Choose Account Settings

3. Next, choose Multi-Factor Authentication

4. Then, you will be brought to the screen to manage your Multi-Factor Authentication log-in options - including Biometric Authentication

5. Tap on the X next to your Biometric Authentication to remove it