Step-by-Step: Troubleshooting Biometrics
Check Device Settings
Ensure fingerprint or Face ID is enabled at the device level.
Update your operating system to the latest version.
Re-Enable @ kashupay.com
Log in with your password + 2FA.
Go to Settings → Security → Biometrics.
Re-toggle biometric login.
Clean Sensors
Wipe fingerprint scanner or camera lens to ensure accurate recognition.
Fallback Option
If biometrics continue to fail, log in with your PIN + 2FA code.
Step-by-Step: Troubleshooting Two-Factor Authentication (2FA)
Check SMS
Verify your phone has service
Resend the Code
On the login screen, select Resend Code.
Contact Support for Reset
If locked out, email [email protected].
You must provide ID verification before 2FA can be reset.
Policies & Restrictions
✅ Allowed
Resetting 2FA through Support after identity verification.
Disabling biometrics if you prefer PIN + password login.
❌ Prohibited
Bypassing or disabling authentication outside approved methods.
Sharing 2FA codes or device access with others.
Using another person’s biometric data to log in.
Issuer Cautions
Bank Holds: Multiple failed login attempts may trigger security reviews by your card issuer.
Business Accounts: Some issuers require higher levels of authentication; delays may occur.
International Logins: Attempting sign-in from abroad may block 2FA delivery until verified.
Security & Compliance
User Responsibilities
Keep your phone number and email current in your profile.
Protect your authenticator app with a device passcode.
Never share OTPs (one-time passcodes) with anyone.
Kashu’s Practices
All biometric and 2FA data is tokenized; Kashu never stores raw fingerprints or face scans.
Failed authentication attempts are logged and monitored for fraud.
Account resets require strict identity verification in compliance with AML/KYC rules.
Compliance Statement
Authentication processes are subject to Kashu’s Terms of Service, Privacy Policy, and applicable financial regulations. Kashu reserves the right to require enhanced verification or suspend accounts in cases of repeated login failures or suspected fraud.
Need Help?
If you remain locked out after trying these steps, email [email protected]. Please include your registered email and a government-issued ID for verification. Support will guide you through a secure reset process.