It's cute that customer service suggests to switch to the passphrase. Because you have to complete the hand scan successfully in order to activate the passphrase. So far the hand scan has been terrible for me to use (Iphone X so I have a decent camera). My husband however has no issues (same phone). He has seen me trying to make payments and can't think of anything I'm doing different compared to him. It is really starting to get annoying at this point.