It may happen that the VIAC App does not accept your fingerprint or FaceID anymore. For example, if you restore the app from a backup on a new smartphone. The reason for this is that the password is stored locally encrypted on your device when using the fingerprint or FaceID. In such cases you have two simple options:
Option 1: Under Profile/Settings/FaceID_Fingerprint first disable the feature, save and activate FaceID or Fingerprint again. If this does not help, please try option 2.
Option 2: Delete and reinstall the VIAC App from the App Store or Google Play. This will reset your settings to default and you will be able to login using your fingerprint or FaceID.
However, both options only work as long as your account is not already blocked. In such cases, it's best to contact us by phone (0800 80 40 40) or chat.