Wells Fargo App Not Working: Sign-On Fixes and Checks Step by Step
If the Wells Fargo Mobile app stops letting you in with your face or fingerprint, the usual reason is that biometric sign-on was turned off after a phone system update or an app update. Sign on with your username and password, then switch Face ID, Touch ID or Android biometrics back on from the app menu. If the username and password also fail, check your connection and your phone, and look for signs of a wider outage before you change anything else.
Wells Fargo explains how biometric sign-on works on its Biometric Authentication FAQs, and its Wells Fargo Mobile App FAQs cover app versions and operating system requirements. Account and sign-on questions for the website are grouped on the bank’s Online Banking Help page.
Why did Face ID or fingerprint sign-on stop working?
Wells Fargo says biometric sign-on can switch itself off when your phone’s operating system updates or when the Wells Fargo Mobile app updates. The bank also says it sometimes disables the feature on purpose for security reasons and asks you to type your credentials instead. Neither case means your account is locked. Once you sign on with your username and password, you can turn the feature on again.
If the app opens but never asks for your face or fingerprint, the bank’s advice is to tap the biometric icon on the sign-on screen to start the scan yourself.
How do I turn biometric sign-on back on?
Your face or fingerprint has to be registered on the phone itself before the app can use it. Then follow these steps:
- Open your phone’s settings. On an iPhone or iPad, go to Face ID & Passcode or Touch ID & Passcode. On Android, go to Face & Fingerprint Unlock. Register your face or fingerprint there if it is not set up.
- Open the Wells Fargo Mobile app. On iOS, tap Set up Face ID or Set up Touch ID. On Android, tap Set up biometrics.
- Type your username and password and tap Sign on.
- The app then shows a screen where you can switch the feature on.
The next time you launch the app, it should prompt you for a face or fingerprint scan.
Can I still sign on without Face ID or a fingerprint?
Yes. Wells Fargo says the username and password always work, whether biometric sign-on is on or off. When biometrics act up, typing your credentials is the quickest way in.
To turn biometrics off, for example while you troubleshoot, sign on to the app and open the main menu. iOS users tap Sign On with Face ID or Sign On with Touch ID; Android users tap Biometric Sign-On. Then follow the prompts.
Wells Fargo does not keep a copy of your face or fingerprint. The phone stores that data and confirms a match, and the app relies on the phone’s own check. If a scan keeps failing, the problem is usually on the device, so re-registering your face or fingerprint in phone settings is a sensible first step.
What should I check on my phone and browser?
When neither biometrics nor your password gets you in, go through these checks in order:
- Signal and data: Wells Fargo notes that app availability can depend on your mobile carrier’s coverage area. Move to Wi-Fi or a spot with better coverage and try again. If calls and other apps fail too, see our guide on checking whether your phone carrier is down.
- App version: the bank’s app FAQ has a section on app version upgrades and one on operating system requirements. Install the latest version from the App Store or Google Play and check that your phone’s software is current. If the store will not download the update, our App Store troubleshooting steps may help.
- Website instead of the app: try signing on to Wells Fargo Online in a browser. If the site works and the app does not, the issue is likely with the app or phone, not your account.
- Statements: if sign-on works but a statement will not open, Wells Fargo says Online Statements need Adobe Acrobat PDF reader.
Is Wells Fargo down for everyone?
If the app and the website both fail on more than one device and network, the problem may be on the bank’s end. Our general guide to telling a bank app outage apart from a phone problem walks through safe ways to check. Use only the official Wells Fargo app and the wellsfargo.com website, and avoid links in texts or emails that claim your account is locked. During an outage, waiting and trying again later is usually the only option.
What if my phone is lost or stolen?
Wells Fargo asks you to tell your mobile carrier and to call the bank right away at 1-800-956-4442 to report the device lost or stolen. The bank can switch off biometric sign-on for your account so the missing phone cannot be used to get in.
Why can’t I use mobile deposit, Zelle or transfers after signing on?
Some features have their own rules even after you are signed on. Wells Fargo says mobile deposit only works in the Wells Fargo Mobile app on eligible devices, that limits apply, and that some accounts cannot use it. Zelle requires enrollment through Wells Fargo Online or Wells Fargo Business Online, and payment requests can only go to people already enrolled with Zelle. Transfers to or from other U.S. banks need setup first, and verification may take 1–3 business days.
Quick answers
Why does the Wells Fargo app ask for my password after an update?
App updates and operating system updates can turn biometric sign-on off. Sign on with your username and password, then set up Face ID, Touch ID or Android biometrics again.
Does Wells Fargo have a copy of my fingerprint or face scan?
No. The bank says your device holds that information and the app only uses the phone’s built-in recognition.
How far back can I see statements in Wells Fargo Online?
It depends on the product: up to 12 months for auto loans, up to 2 years for credit cards, home equity lines of credit and personal loans and lines of credit, and up to 7 years for deposit accounts, home mortgage accounts and trust and managed investment accounts.
Are payment apps down too?
If Zelle, PayPal or Venmo also fail, see our checks for payment apps that are not working.
Checked against official sources in November 2026. Apps, menus and error codes change: check the official help page for the current steps.