Fingerprint and Facial ID for the Xfinity Home app — FAQs

What can fingerprint or facial ID do for me?

Fingerprint ID, Touch ID and Face ID are fast, convenient and secure ways to access the Xfinity Home app from your Android or Apple smart device, providing you with an additional level of security for your peace of mind.

• Access the Xfinity Home app instantly; no need to enter a password. All it takes is the touch of your finger or a simple scan of your face.
• Arm and disarm your security system quickly and easily using fingerprint or facial recognition capabilities.
• Cancel a system alarm without having to remember a code.

I did not activate fingerprint or facial ID initially, can I still turn it on?

It is easy to turn these features on or off through the Xfinity Home app settings.

1. Sign in to your Xfinity Home app.
2. On the Overview screen:
   • Android: Tap the three dots, tap More, then tap Settings.
   • Apple: Tap More, then tap Settings.
3. Tap the switch next to the ID option to turn it on or off.
   
4. Enter your Keypad Code.
5. Tap Yes to confirm.

What are the requirements to run fingerprint or facial ID?

To ensure proper functionality, we recommend the following:

• Fingerprint ID: An Android smart device running OS 6 or above with a fingerprint sensor.
• Touch ID: An Apple smart device running iOS 8 or above with Touch ID hardware.
• Face ID: Currently only available for iPhone X.

Note: An Apple device can have Touch ID or Face ID, but not both.

Where exactly is my biometric data stored? How do I know it is secure?

The Android OS stores your fingerprint data securely on your device. It is never shared with Google. The Apple iOS stores a mathematical representation of your fingerprint or Face scan in your device's secure enclave.

Do I have to use a fingerprint or facial ID?

No, customers are not required to use biometric ID. You can still gain access to the Xfinity Home app using your Keypad Code.

How much will the fingerprint or facial ID feature cost me?

There is no additional monthly cost for this protection.

Can I still use my Keypad Code if I have a fingerprint or facial ID activated?

Yes, you still have the option to use your Keypad Code.

Why can't I unlock my screen with a fingerprint or facial ID?

To use fingerprint or facial ID to unlock your screen, you need to have turned on the option in the app's Settings menu.

Why can't I arm or disarm my system using a fingerprint or facial ID?

There are several reasons that could cause your system to disregard your ID.

• If you have changed your Keypad Code since the last time you used your ID to arm or disarm your system, you will need to use your Keypad Code. After entering your Keypad Code, the system will recognize your fingerprint or facial ID.
• The option may be turned off in your settings. See I did not activate fingerprint or facial ID initially, can I still turn it on? to turn it back on.
• You may have failed an authentication in another area of your smart device.

The app isn't recognizing my fingerprint or face. What do I do?

Use your keypad to get access to your system and then check your operating system settings. See Why can't I arm or disarm my system using fingerprint or facial ID? for other reasons why your ID may not be working.

Will a fingerprint or facial ID interfere with any apps I currently have on my smart device that require a login?

Fingerprint or facial ID for the Xfinity Home app should not interfere with other apps on your smart device. After turning on the ID, you can manage how it is used in the settings for each of your apps.

Can more than one person use a fingerprint or facial ID on a single device?

The Xfinity Home app recognizes the biometric data saved on your device. To know if you have the ability to store more than one fingerprint or facial scan, read the rules that apply to your Android (Fingerprint ID) or Apple (Touch ID or Face ID) device.

Can I delete or change a fingerprint or Face ID?

Yes. You can manage your Fingerprint ID fingerprint in your device's OS settings and your Touch ID fingerprint or Face ID scan in your device's iOS settings.

Can I get "locked out"?

Yes. You can be "locked out" of Fingerprint ID, Touch ID or Face ID after five consecutive incorrect attempts to use it. Unlock by closing the app or use a valid keypad code to access the Xfinity Home app.

Who can help me if I have a problem?

You can get help troubleshooting Fingerprint ID through Android. You can get help troubleshooting Touch ID and Face ID through Apple.