Kan niet inloggen; handscan blijft falen

DaveFlash

Na FaceID te hebben uitgevoerd op iPhone vraagt de bunq-app nu constant om de handscan, deze mislukt ook nog eens.

Kunnen jullie dit oplossen?

UPDATE 11:45: Zie verder op tijdelijk oplossing. bug is bekend bij bunq.

English: After logging in with FaceID on iPhone X or newer, bunq app prompts for hand-scan, this fails passphrase also rejected.

Can you guys fix this bug?

UPDATE 11:45: See below for temporary fix. bug has been reported to bunq.

UPDATE: bunq employee Rj has responded, please scroll down!

WJanson

@DaveFlash#89736 Hi 👋

We’ve recently had a similar case and it seems like it isn’t a one-off issue. Looks like more people are having this issue, where both the handscan and pass phrase is failing.

Does your pass phrase work? It’s better to contact support via the Support Chat 💬 in order to be able to reset it, that’s what eventually did it for the other case.

We’ll keep an eye out for this issue.
Have a nice day! 🌈👍

DaveFlash

@WJanson#89738 I haven't been able to do so, as bunq locked me out to try it again for a few minutes.

UPDATE: bunq employee Rj has responded, please scroll down!

WJanson

@DaveFlash#89739 If the Support Chat 💬 is unavailable you can always contact support via support@bunq.com

DaveFlash

Passphrase is also rejected again and again.
UPDATE: bunq employee Rj has responded, please scroll down!

TwitNour

I've had the same problem too. I just closed it up with the X and it never asked for hand scan again.

DaveFlash

@TwitNour#89745 that did not work for me.

UPDATE: bunq employee Rj has responded, please scroll down!

DaveFlash

UPDATE 10:40u: Oplossing die voor mij werkte: app volledig verwijderen van je telefoon en opnieuw downloaden vanuit de App Store of Google Play, dan opnieuw inloggen en meteen handscanner opnieuw instellen

UPDATE 11:45am: The following solution worked for me:
Completely remove bunq app from phone, wiat a few minutes, redownload from App Store or Google Play, then login again as if it's the first time.
Then immediately configure the Passphrase and/or Hand Recognition again.

Funbase

Same here just now on ios -- this is f-ing ridiculous!!

WJanson

@Jean-Paul-Navy-Eagle#89758 Hi 👋

I understand that this is an annoying situation for you, bunq has been brought up to speed about this problem and is probably investigating it now.

May I ask you which steps you have taken already to solve the issue? Did a reinstall work? Like it did for David?

Have a nice day! 🌈👍

Robert-Jan-Mahieu

We recently patched a potential security weakness. Unfortunately this made another check during login a bit too aggressive if you recently changed your login code. This is always a precarious balance. We apologize for any confusion this caused. Rest assured it will be fixed soon.

A workaround:
- Cancel the hand scan
- Log in with your code (instead of face or fingerprint recognition)
- Disable & re-enable the face or fingerprint recognition in your profile under Security & Settings.

DaveFlash

@Robert-Jan-Mahieu#89773 thanks for the heads up, will bunq compensate me for the lost hour? 😉

Polderdijk

@DaveFlash#89779 Waarom wilt iedereen meteen compensatie als er wat mis gaat, pfff.

Wees blij dat bunq dit super snel oppakt en fixed, dat kan je bij andere banken echt niet verwachten.

Dus serieus, waarom zou bunq je moeten compenseren 🤨

DaveFlash

@Polderdijk#89788 ooit gehoord van sarcasme?

Petervdv

@DaveFlash#89813 Not without emoticons. Or a special sarcasm sign.

JohnDo

@DaveFlash#89813 I agree with @Petervdv, nothing shows that you were joking. It looks like you only called it sarcasm after some criticism.

DaveFlash

@JohnDo#89864 fixed!