CEO Mobile^® Biometric Authentication frequently asked questions

What is Sign On with Touch ID? 

Sign On with Touch ID allows you to use your device’s Apple^® Touch ID feature to sign on to the CEO Mobile^® app using your fingerprint instead of entering your CEO user ID, company ID, and password.

How do I enable the Sign On with Touch ID feature on CEO Mobile? 

After registering your fingerprint on your iPhone, open the CEO Mobile app and follow the instructions to add Touch ID. You can also set up Touch ID from your User Profile on the CEO Mobile Home screen. 

Note : Any and all fingerprints registered on your device can be used to sign on to the CEO Mobile app. We recommend not using Touch ID if you share your device. 

How do I register a fingerprint on my device? 

Select Touch ID & Passcode in your Apple device’s settings. Then follow the steps to register one or more fingerprints. 

How do I sign on to the CEO Mobile app once I've set up Touch ID? 

Open the CEO Mobile app. Tap Touch ID, then hold your finger on the home button to sign on. 

Can I use different fingerprints to sign on? 

Yes. You can sign on using any fingerprint registered on your device. 

Should I use the Sign On with Touch ID feature if I share my device? 

No. When Touch ID is enabled, anyone with a fingerprint registered on your device can sign on to the CEO Mobile app, view your CEO accounts, and use your CEO services. We do not recommend using Touch ID if you share your device. 

What should I do if I lose my device or my device is stolen?

Touch ID can be disabled remotely with the Find My iPhone app. If you have the Find My iPhone app installed on your device, you can use it to remotely lock your device. Please refer to the Apple website for more information about Find My iPhone.

Where is my fingerprint stored?

Your device stores the information it needs to recognize your fingerprint. The CEO Mobile app uses your device’s functionality to recognize your fingerprint when you sign on. Wells Fargo does not store your fingerprint or any information associated with your fingerprint.

Does Wells Fargo have access to my fingerprint?

No. Wells Fargo does not have access to the information needed to recognize your fingerprint.

Can I still use my user ID, company ID, and password to sign on?

Yes. You can sign on with your user ID, company ID, and password at any time. When you open the CEO Mobile app, select the password icon to sign on with your CEO credentials.

Can I remove the Touch ID feature and use only my user ID, company Id and password?

Yes. You can remove the Touch ID feature from your User Profile on the CEO Home screen. After signing on to the CEO Mobile app, navigate to your User Profile and select Remove Touch ID.

What happens if I change a fingerprint registered on my device?

If a change to your registered fingerprints is detected, you will have to sign on with your CEO credentials, then re-enable Touch ID in the CEO Mobile app.

Why is Touch ID not working?

Touch ID will be disabled automatically after multiple failed attempts. Use your device passcode to unlock Touch ID, then re-open the CEO Mobile app to sign on with Touch ID. 

What happens if I change my CEO password?

You can change your CEO password at any time, but Touch ID will remain set up on our device, so you can use Touch ID to sign on to the CEO Mobile app.

What is Sign On with Face ID?

Sign On with Face ID allows you to use the Apple^® Face ID feature to sign on to the CEO Mobile^® app using facial recognition instead of entering your user id, company ID, and password.

How do I enable the Sign On with Face ID feature on CEO Mobile?

CEO Mobile customers using iPhone X or higher can download the latest version of the app from the Apple App Store and enable Face ID. After setting up Face ID on your device, open the CEO Mobile app and follow the instructions to add Face ID. You can also set up Face ID from your User Profile on the CEO Home screen.

What if I don’t see the option to set up Face ID in the CEO Mobile app?

If you don’t see the option to set up Face ID, go to your device Settings, select the CEO Mobile app, then follow the instructions to enable Face ID. You should then be able to sign on with Face ID.

How do I set up Face ID on my device?

Select Face ID & Passcode in your device Settings. From there, tap Set Up Face ID and follow the instructions.  

Note: Any and all Face IDs registered on your device can be used to sign on to the CEO Mobile app. We recommend not using Face ID if you share your device.

How do I sign on to the CEO Mobile app once I’ve set up Face ID?

After you open the CEO Mobile app, tap Face ID and hold your device in front of your face to sign on.

Should I use the Sign On with Face ID feature if I share my device?

No. We do not recommend using Face ID if you share your device.

What should I do if I lose my device or my device is stolen?

Face ID can be disabled remotely with the Find My iPhone app. If you have the Find My iPhone app installed on your device, you can use it to remotely lock your device. Please refer to the Apple website for more information about Find My iPhone.

Where is my Face ID information stored?

Your device stores the information it needs to recognize your facial features. The CEO Mobile app uses your device’s functionality to recognize your facial features when you sign on. Wells Fargo does not store your Face ID image.

Can I still use my CEO user ID, company ID, and password to sign on?

Yes. You can sign on with your user ID, company ID, and password at any time.

Can I remove the Face ID feature and use only my CEO user ID, company ID and password?

Yes. You can remove the Face ID feature from your User Profile on CEO Home screen. After signing on to the CEO Mobile app, navigate to your User Profile and select Remove Face ID.

What happens if I change the Face ID stored on my phone?

If a change to Face ID is detected on the device, you will have to sign on with your CEO credentials, then re-enable Face ID.

What happens if I change my CEO password?

You can change your CEO password at any time, but Face ID will remain enabled on your device so you can use your Face ID to sign on to the CEO Mobile app.

What is Fingerprint Sign On?

Sign On with Android Fingerprint allows you to use your fingerprint feature to sign on to the CEO Mobile app with your fingerprint instead of entering your user ID, company ID, and password.

How do I enable the Fingerprint Sign On feature on CEO Mobile?

After registering your fingerprint on your Android device, open the CEO Mobile app and follow the instructions to add Fingerprint Sign On. You can also set up Fingerprint Sign On from your User Profile on the CEO Mobile Home screen. 

Note: Any and all fingerprints registered on your device can be used to sign on to the CEO Mobile app. We recommend not using Fingerprint if you share your device.

How do I register a fingerprint on my device?

Select Fingerprint Sign On & Passcode in your Android device’s settings. Then follow the steps to register one or more fingerprints on your device.

How do I sign on to the CEO Mobile app once I’ve set up Fingerprint Sign On?

After registering your fingerprint on your Android device, open the CEO Mobile app. Follow the instructions to enable Fingerprint for the CEO Mobile app. Enjoy the ease of signing on to CEO Mobile by touching the fingerprint sensor on your device. 

Can I use different fingerprints to sign on?

Yes. You can sign on using any fingerprint you have registered on your device.

Should I use Fingerprint Sign On if I share my device?

No. When Fingerprint Sign On is enabled, anyone with a fingerprint registered on your device can sign on to the CEO Mobile app, view your CEO accounts, and use your CEO services. We do not recommend using Fingerprint Sign On if you share your device.

What should I do if my device is lost or stolen?

In addition to notifying your mobile carrier, please call us at 1-800-289-3557, Monday through Friday, 4:00 am to 7:00 pm Pacific Time, and Saturday, 6:00 am to 4:00 pm Pacific Time to let us know that your device is lost or stolen. We can disable Fingerprint Sign On for your CEO Mobile App.

Where is my fingerprint stored?

Your device stores the information it needs to recognize your fingerprint. The CEO Mobile app uses your device’s functionality to recognize your fingerprint when you sign on. Wells Fargo does not store your fingerprint or any information associated with your fingerprint.

Does Wells Fargo have access to my fingerprint?

No. Wells Fargo does not have access to the information needed to recognize your fingerprint.

Can I still use my user ID, company ID, and password to sign on?

Yes. You can sign on with your user ID, company ID, and password at any time. When you open the CEO Mobile app, select the password icon to sign on with your CEO credentials.

Can I remove Fingerprint Sign On and use only my user ID, company ID, and password?

Yes. You can remove the Fingerprint Sign On feature from your User Profile on the CEO Home screen. After signing on to the CEO Mobile app, navigate to your User Profile and select Remove Fingerprint Sign On.

What happens if I change a fingerprint stored on my phone?

If a change to your registered fingerprints is detected, you will have to sign on with your CEO credentials, then re-enable Fingerprint Sign On in the CEO Mobile app.

Why is Fingerprint Sign On not working?

Fingerprint Sign On will be disabled automatically after several failed attempts. Use your device passcode to unlock Fingerprint Sign On, then re-open the CEO Mobile app to sign on with Fingerprint Sign On. 

What happens if I change my CEO password?

You can change your CEO password at any time, but Fingerprint Sign On will remain enabled on your device so you can use your fingerprint to sign on to the CEO Mobile app.

What is biometric sign-on?

Biometric sign-on lets you sign on to the CEO Mobile® app using your unique facial features instead of entering your user ID, company ID, and password.

How do I enable the biometric sign-on feature on CEO Mobile?

You can use biometric sign-on with the CEO Mobile app after you've enabled the facial recognition feature on your mobile device. This feature can typically be found in your device settings.

Next, sign on to the CEO Mobile app, then select Biometric Sign-On from the Profile and Settings menu. On the Biometric Sign-On screen, choose Enable Biometric Sign-On.

What if I don’t see the option to set up biometric sign-on in the CEO Mobile app?

If you don’t see the option to set up biometric sign-on, download the latest version of the CEO Mobile app from the Apple^® App Store^® or Google Play^TM Store, then open the app and follow the instructions to set up biometric sign on. You should then be able to sign on with biometric sign on.

How do I set up biometric sign-on on my device?

Select Biometric Sign-On & Passcode in your device Settings. From there, tap Set Up Biometric Sign-On and follow the instructions.  

Note: Any and all facial features registered on your device can be used to sign on to the CEO Mobile app. We recommend not using biometric sign on if you share your device.

How do I sign on to the CEO Mobile app once I’ve set up biometric sign-on?

After you open the CEO Mobile app, tap Biometric Sign-On and hold your device in front of your face to sign on.

Should I use the biometric sign on feature if I share my device?

No. We do not recommend using biometric sign on if you share your device.

What should I do if I lose my device or my device is stolen?

In addition to notifying your mobile carrier, please call us at 1-800-289-3557, Monday through Friday, 4:00 am to 7:00 pm Pacific Time, and Saturday, 6:00 am to 4:00 pm Pacific Time to let us know that your device is lost or stolen. We can disable Fingerprint Sign On for your CEO Mobile App.

Where is my biometric information stored?

Your device stores the information it needs to recognize your facial features. The CEO Mobile app uses your device’s functionality to recognize your facial features when you sign on. Wells Fargo does not store your biometric facial image.

Can I still use my CEO user ID, company ID, and password to sign on?

Yes. You can sign on with your user ID, company ID, and password at any time.

Can I remove the biometric sign on feature and use only my CEO user ID, company ID, and password?

Yes. You can remove the biometric sign on feature from your User Profile on CEO Home screen. After signing on to the CEO Mobile app, navigate to your User Profile and select Remove Biometric Sign- On.

What happens if I change the biometric information stored on my phone?

If a change to biometric sign on is detected on your device, you will have to sign on with your CEO credentials, then re-enable biometric sign on.

What happens if I change my CEO password?

You can change your CEO password at any time, but biometric sign on will remain enabled on your device so you can use your biometric facial features to sign on to the CEO Mobile app.