I am unable to get apps by touching the fingerprint. (I did get one for Amazon prime totally by accident.) This is very frustrating.

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Customer

I am unable to get apps by touching the fingerprint. (I did get one for Amazon prime totally by accident.) This is very frustrating.

Last updated 1/16/2019

Byron Narciso

Apple Technician

Hello and welcome to ExpertHelp.com! My name is Byron Narciso and I'm going to do everything in my power to answer your question to your full satisfaction!

I’m available to chat now. Please let me know that you are ready by posting a response. I’ll leave my chat session open for the next 15 minutes or so and wait for your reply. If I don’t catch you this time, please respond with a few times (including your timezone) that work best for you and we can connect then.

Last updated 1/16/2019

Customer

I am right here.

Posted 1/16/2019

Byron Narciso

Apple Technician

Hello Catherine I'm happy to assist you here.

Posted 1/16/2019

Byron Narciso

Apple Technician

Just to confirm you are trying to install the app from the App Store using the Touch ID correct?

Posted 1/16/2019

Customer

Good, although I don't have much confidence in getting it fixed. When I'm trying to add an app, I'm supposed to touch the fingerprint, but it does not work except for one time when i did get Amazon Prime tho, I have no idea how that happened.

Posted 1/16/2019

Byron Narciso

Apple Technician

OK. Are you using an Ipad or an Iphone?

Posted 1/16/2019

Customer

ipad

Posted 1/16/2019

Customer

Well, this is interesting. I was trying to get CBS All Access at least 15 min ago, and it suddenly popped up.

Posted 1/16/2019

Byron Narciso

Apple Technician

OK. Follow the steps below

- Go to Settings > Touch ID and Passcode

- Enter your Passcode

- Make sure the "iTunes and App store" is set to ON for Touch ID.

Posted 1/16/2019

Customer

which icon is settings?

Posted 1/16/2019

Customer

never mind i found it

Posted 1/16/2019

Byron Narciso

Apple Technician

Posted 1/16/2019

Customer

Thanks for the picture!!!!

Posted 1/16/2019

Customer

wow, i lost you for a minute

Posted 1/16/2019

Byron Narciso

Apple Technician

Were you able to find the settings for the Tocuh ID and Passcode?

Posted 1/16/2019

Customer

yes

Posted 1/16/2019

Byron Narciso

Apple Technician

Is it turned ON ( Green) for the Touch ID function in the App Store?

Posted 1/16/2019

Customer

i think so

Posted 1/16/2019

Byron Narciso

Apple Technician

If it's turned ON it will be like the image below.

Posted 1/16/2019

Customer

yes it looks like that

Posted 1/16/2019

Byron Narciso

Apple Technician

OK. If the Touch ID function did'nt work and will be asking for a passcode when downloading an app on inthis type of situation.

You just restarted your device
Your fingerprint isn't recognized five times in a row
You haven't unlocked your device in more than 48 hours
You just enrolled or deleted fingerprints
You're trying to open Touch ID & Passcode in the Settings menu
You used Emergency SOS.

Posted 1/16/2019

Byron Narciso

Apple Technician

Otherwise , yuou can also check the ff:

- Make sure that your fingers and the Home button are clean and dry.* For the Home button, use a clean, lint-free cloth to wipe off any dirt or debris.

- Your finger should cover the Home button completely, touching the surrounding metal ring. While Touch ID is scanning, you shouldn't tap too quickly or move your finger around.

- If you're using a case or screen protector, make sure it doesn't cover the Home button or the surrounding ring

- Go to Settings > Touch ID & Passcode and make sure that iPhone Unlock or iTunes & App Store is on, and that you've enrolled one or more fingerprints.

- Try enrolling a different finger.

Posted 1/16/2019

Customer

my fingerprint was not recognized 5 times in a row.

Posted 1/16/2019

Customer

can i eliminate the fingerprint?

Posted 1/16/2019

Customer

there is no metal ring

Posted 1/16/2019

Byron Narciso

Apple Technician

can i eliminate the fingerprint? - do you want to disable the Touch ID or remove the fingerprint?

Posted 1/16/2019

Customer

yes, i want to disable the touch id

Posted 1/16/2019

Byron Narciso

Apple Technician

If you want to disable the Touch ID Go back to Settings > Touch ID & Passcode and make sure that iPhone Unlock or iTunes & App Store and other settings for Touch ID is turned OFF ( or white)

Posted 1/16/2019

Customer

ok, i did that

Posted 1/16/2019

Byron Narciso

Apple Technician

Once you turned OFF the Touch ID. You must not forget your passcode (if you have one) or the Apple ID password for future purchase or download from the App store.

Posted 1/16/2019

Customer

i will not forget it.

Posted 1/16/2019

Byron Narciso

Apple Technician

Do you have anymore questions? If none, I would appreciate if you'll accept my answer by clickng the green accept answer button below and following the instructions on the next screen for me to get credit in assisting you.

Posted 1/16/2019

Byron Narciso

Apple Technician

Issue identified : Touch ID Inquiry
Solution Implemented : Provide info below on how to access the touch id settingsand how to troubleshoot and how to enable and disable touch Id | problem solved
If issue resurfaces : If issue resurfaces in next 30 days, come back to this Question page and let me know. If you are unable to find your way back to this Question page, please contact our customer support either by email (s**t@experthelp.com) OR call us at ***-***-****

Posted 1/16/2019

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Byron Narciso
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Byron has over 15 years of Technical Support Experience with expertise on Windows, Apple devices , Android, Virus Removal, Cloud Computing, Email Configuration, Smartphones, Facebook, Instagram, Kindle, Twitter,Dropbox, Linkedin, Printer configurations and Networking. He has worked for some of the top computer manufacturers in the world and has served as a Subject Matter Expert for Level 1 and 2 technicians providing assistance in resolving advance technical issues. Byron holds a degree in Electronics and Communications Engineering with a DSCE and CCNA certification.

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I am unable to get apps by touching the fingerprint. (I did get one for Amazon prime totally by accident.) This is very frustrating.

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