# Sign in with Face ID or fingerprint

> Sign in with one gesture using your device's screen lock: face recognition or fingerprint. Your face and fingerprint never leave your device.

**Who can use this:** Individual customer, Company admin, Company member, Agency owner, Agency manager, Finance manager, Fleet manager, Agency employee  
**In the app:** Settings › Security  
**URL:** https://docs.drivego.thesuperplatform.com/en/getting-started/face-id  
**Updated on:** 2026-10-25

Biometric sign-in replaces your password with your device's screen lock: Face ID, Touch ID, face recognition or fingerprint. The check happens on your phone or computer. DriveGo never receives your face or your fingerprint: it only receives confirmation that your device recognised you.

## When you are offered to turn it on

DriveGo does not offer it on the first screen. The **Sign in with Face ID / fingerprint** sheet appears:

- for a customer, on the **Booking confirmed** screen, after your booking;
- for an agency or employee account, after the first successful sign-in, because you sign in often;
- at any time, in **Settings**, **Security**.

If your device has no compatible biometric unlock, the feature is hidden entirely: you will not see a disabled button.

**The “Sign in with Face ID / fingerprint” sheet**

| Field | Required | Values or format | Example | What it means |
|---|---|---|---|---|
| Explanation | Display | Fixed text | "Next time, sign in with one gesture using this device's screen lock. Your biometric data stays on the device: DriveGo never receives it." | What you are turning on. |
| **Turn on** | Button | One tap | Turn on | Your device asks for your face, your fingerprint or its code. |
| **Not now** | Button | One tap | Not now | Closes the sheet. After a booking, it does not come back for 14 days. |

**After you act:** the message "Biometric sign-in is on for this device." confirms it. If it fails: "That did not work. You can try again from Settings, Security."

## Steps

1. Tap **Turn on** on the sheet, or open **Settings**, **Security** and tap **Turn on for this device**.
2. Your device asks for your face, your fingerprint or its unlock code. Confirm.
3. The message "Biometric sign-in is on for this device." confirms it.
4. Next time, the **Sign in** screen shows **Sign in with Face ID / fingerprint** above the password and starts it once by itself.
5. Confirm with your face or fingerprint. You are signed in.

*Screenshot: Settings, with the Security row (screen no. 12).*

**Settings, Security row**

| Field | Required | Values or format | Example | What it means |
|---|---|---|---|---|
| **Security** | No | Row that opens a screen | Security | Opens the management of biometric sign-in. |
| Privacy sentence | Display | Fixed text | "Biometrics stay on your device." | Reminds you that your face and fingerprint stay on the device. |

**After you act:** the **Security** screen opens with the list of your devices.

**Security screen**

| Field | Required | Values or format | Example | What it means |
|---|---|---|---|---|
| **Biometric sign-in devices** | Display | List of devices | Youssef's iPhone | Every device where biometric sign-in is on. "No device registered." when the list is empty. |
| Date added | Display | "Added on" and a date | Added on 25 October 2026 | When the device was added. |
| Last use | Display | "Last used" and a delay, or "Never used" | Last used 2 days ago | Helps you spot a forgotten device. |
| **Remove** | No | One tap, then confirm your identity | Remove | Deletes the device, for example a lost or sold phone. |
| **Turn on for this device** | No | One tap | Turn on for this device | Adds the device you are holding. Hidden if the device has no compatible unlock: "This device has no compatible biometric unlock." explains it. |

**After you act:** "Device removed." confirms a removal. The removed device can no longer sign in with biometrics; the password stays valid.

Biometrics are turned on **per device**. If you use a phone and a computer, turn it on for each.

## Actions that ask for confirmation

Some sensitive actions ask you to confirm your identity, even when you are signed in. The **Confirm it's you** sheet ("This is a sensitive action. Confirm your identity to continue.") offers **Confirm with Face ID / fingerprint** or **Confirm with password**. This happens when you:

- change your password;
- remove a biometric sign-in device;
- change an agency's payment or finance settings;
- cancel a booking with a refund;
- approve charging a damage to the customer.

A confirmation stays valid for 5 minutes: a second sensitive action within that time does not ask again.

## What happens next

- You sign in with one gesture on this device. Your password stays valid.
- If you cancel your device's request, the password form simply appears, with no error message.
- If you change device, turn biometrics on for the new one and remove the old one.

## Troubleshooting

| Situation | Explanation | What to do |
|---|---|---|
| The option does not appear | The device has no compatible biometric unlock, or it is not set up. | Turn on Face ID, Touch ID or fingerprint in the phone's settings, then come back to **Settings**, **Security**. |
| "Biometric sign-in failed. Use your password." | The device could not recognise you, or it was removed from your account. | Sign in with your password, then turn biometrics on again. |
| "Could not confirm. Check your password." | Confirming a sensitive action failed. | Enter your password again or use biometrics. |
| The biometric button does not appear on a new device | Biometrics are turned on device by device. | Sign in with your password and turn it on for this new device. |

## Related pages

- [Create a DriveGo account](https://docs.drivego.thesuperplatform.com/en/getting-started/create-account)
- [Turn on notifications](https://docs.drivego.thesuperplatform.com/en/getting-started/notifications)
- [Book a car](https://docs.drivego.thesuperplatform.com/en/guides/customer/booking)