Short answer: Enrolment usually fails for a simple reason: the card is already fully enrolled, the phone is not holding the card correctly, or the PIN is wrong. Work through the list below before assuming the card is faulty.
Enrolment can fail for a variety of reasons:
- The card is already fully enrolled, and deleting the enrolled fingerprints was not successful
- Security authentication was not successful (The card asks for a PIN you do not know)
- The card has the wrong software version for the enrolment application
- The card may be broken
If security authentication was not successful, please check that the card is correct for the enrolment station, or check the PIN and repeat attempting. If the PIN attempt limit has been exceeded, the card is blocked and has to be revoked from the system.
Its also possible that the card set-up was successful, but fingerprint enrolment was not good enough for real world use. For that, please see:
Sign-in fails after registration
Tips for a successful enrolment
For all other issues, please contact IDEX support.