Face ID Not Working for Exchange Login: How to Reset Biometric Two-Factor Authentication
When Face ID stops working for your exchange login, you typically have two paths forward: disable biometric 2FA through your account settings if you can still access the account another way, or initiate a full 2FA reset through the exchange’s support process if you are locked out entirely. The exact recovery method depends on whether you have any other working authentication method still available.
Check what still works first
Before assuming you need a full reset, verify whether Face ID is the only problem. Many exchanges let you switch to another authentication method within the same login session.
- Try password-only login - Some exchanges allow logging in with email and password alone for certain actions. If you get in, you can disable Face ID from the security settings.
- Check for alternate 2FA methods - If your account has SMS, email codes, or a hardware key as backup, use those to log in, then remove the broken Face ID setting.
- Look for a "use another method" link - The login screen may offer a fallback option like "Use PIN" or "Enter code manually" even when Face ID fails.
If you can log in through any other route, go to Security Settings > Biometric Authentication and turn off Face ID for login. Then set it up again fresh - the problem is often a corrupted local Face ID configuration, not an exchange-side issue.
When you are fully locked out
If you have no other working login method and Face ID is your only enabled 2FA, you are in a full recovery scenario. This is the same process described in our article on losing Google Authenticator without a backup, but with a biometric-specific twist.
Step 1: locate your account recovery options
Every major exchange has a "Forgot 2FA" or "Lost Access" link on the login page. Click that. You will be asked to verify your identity through email first.
Step 2: submit identity verification documents
The exchange will ask for: - A photo of your government ID (passport, driver’s license, or national ID card) - A selfie holding that ID - Proof of account ownership: often a signed statement or a video verification
Some exchanges also request a recent screenshot of your account dashboard (if you have one saved) or transaction history to speed things up.
Step 3: Explain the Biometric 2FA Issue
In the support ticket, state clearly: - Face ID stopped working (describe when and how - did it fail after an iOS update, after device change, or suddenly?) - You have no other 2FA method available - You still control your email and phone number
Exchanges treat biometric 2FA the same as any other 2FA loss. They will not reset it without proving you are the account owner because biometric data cannot be recovered by the exchange.
Step 4: Wait for Manual Reset
The exchange support team will review your documents and disable the old Face ID 2FA on their end. This usually takes 1 - 7 business days. After the reset, they will send you a link or code to set up a new 2FA method.
Common reasons face ID fails for exchange apps
Understanding why it broke can help you decide whether to troubleshoot or jump straight to recovery.
- Device changes - If you got a new iPhone or reset your phone, Face ID data is stored locally and does not transfer. The exchange app still expects a biometric scan from the old device.
- iOS updates - Major iOS versions sometimes invalidate Face ID configurations for third-party apps. Re-enrolling Face ID in the phone settings often fixes this, but you still need to re-link it in the exchange app.
- App reinstall - Deleting and reinstalling the exchange app removes the local biometric key. The exchange server still has the old Face ID token, but your phone no longer generates the matching scan.
- Broken Face ID hardware - If your phone’s TrueDepth camera fails, Face ID stops working entirely. You cannot use it for any app. The exchange app will show the failure, but the cause is your phone, not the exchange.
What to do while you wait
If you submitted a recovery request, the exchange will typically disable your withdrawals during the process to prevent unauthorized access. This is normal. Do not try to log in repeatedly - failed attempts can extend the review time.
If you have a recovery seed phrase for your exchange’s wallet (rare for centralized exchanges), you can restore a software wallet independently. But most exchange accounts are custodial, meaning the exchange holds your keys. You must wait for them.
Preventing This in the Future
Once you regain access, set up at least one backup 2FA method that does not depend on your phone’s biometric hardware. A hardware security key (YubiKey) or a backup set of recovery codes stored offline works well. Avoid making Face ID your only 2FA option - it fails silently when you change devices or update software, and the recovery process takes days, not minutes.
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