Log in to your favorite app should not be a hard task at all. That’s why we have designed the UTU app around biometrics login and face scan. That way, you can access the app from anywhere and only have to scan your face when there’s a new update or you log out.

But since nothing is perfect, this guide will help you in case you experience problems entering the UTU app.

Verification Failed

This error occurs when you take too long to do the face scan, or the biometrics scanner fails to recognize your face or does not detect a face at all.

Luckily, you can avoid this error by following these steps:

• Make sure to follow the instructions on the screen. Do not start the face scan until your face is within the oval. Once the first scan is complete, gradually close the distance between your phone and your face until all your face appears on the larger oval and then finish the scan.
• Do not smile during the face scan
• Make sure you are in a well light room, as too many shadows can confuse the biometrics scanner
• Try to not move too much during the scan

If after 3 attempts you are still not able to log in via face scan, you will have the option to log in with your user ID (without the @ symbol) and the recovery password that you received when you made your account.

Forgot Recovery Password or User ID

If the face scan fails 3 times, you will have the option to log in to the UTU app with your recovery user ID and password. If you don’t remember your password or user ID you can take advantage of our “Forgot” option.

Once you click on either “Forgot Username or Password” you will see the following screen where you will be asked to enter the email you used to create your UTU account. Once you put the email and click “submit” just follow the instruction sent to your email and done

Congratulations! you have arrived at the end of this guide. Be sure to check our other guides and articles to keep learning about our app and other interesting topics.