Face or Fingerprint Recognition on the Upwork Mobile Apps

 

We know you want the flexibility to work where, when, and how you like. We built the Upwork mobile apps with this flexibility in mind, as well as the mobile-friendly experiences you’ve come to expect. To help you access the apps quickly and safely, we’ve introduced optional biometric authentication.

Face or Fingerprint Recognition

When you pick up your phone, chances are that you use your fingerprint or a face scan to unlock it. That’s biometric authentication.

We’ve enabled biometric authentication, via facial feature or fingerprint recognition, at two places in the apps: when you sign in to the app, and when you access pages within the app that contain protected information.

This feature can be used in place of entering your password at these places.

Enable Face or Fingerprint Recognition

There are a few options for enabling face or fingerprint recognition. The easiest way is by following the prompts when guided to do so during login or afterward. 

Alternatively, you can manually enable face or fingerprint recognition at any time following these steps:

  1. In the app, tap the Settings button and select “Password & security”
  2. Under “Authentication Options”, tap “Face or Fingerprint Recognition” to toggle it on (highlighted green)
  3. Follow the prompts to scan your face, facial features, or fingerprint

If face or fingerprint recognition isn’t already enabled on your device, you will have to go to your device’s Settings menu and enable it there first. Follow the prompts provided by your device.

If you use an iOS device, prompts in the app will read “Touch ID” or “Face ID,” depending on which you activated.

Disable Face or Fingerprint Recognition

Using face or fingerprint recognition in the Upwork app is completely optional. You can choose to deactivate it at any time, for any reason, no questions asked. To disable it:

  1. In the app, tap the Settings button and select “Password & security”
  2. Go to “Authentication Options” and tap the “Face or fingerprint recognition” toggle to disable

We understand you may have privacy concerns and at Upwork we prioritize data privacy and security. In fact, for this authentication feature none of your biometric information is ever in our possession. It never leaves your device. Upwork has a limited role in collecting and processing your biometric data because during authentication, the Upwork app checks your fingerprint/face scan against the scan you’ve saved on your device. Please check with your device provider (e.g. Apple or Google), if you have any questions about the collection and processing of your biometric data.

 

Troubleshooting

Having trouble enabling the feature? 
Check that the feature is enabled on your device. If it isn’t, enable it on your device and then return to the app.


Biometric check isn’t working as expected?
Biometric recognition doesn’t always work as expected. Things like low light, face coverings, or debris can all throw off biometric sensors. This is not an uncommon issue. Things that can help:

  • Make sure you have the latest software upgrade for your operating system
  • Make sure that when your fingers touch the sensor that they are clean and dry
  • Make sure that your face, or the facial feature you are scanning, are well lit and clearly visible

You’ll be given several opportunities to scan, but if they all fail you’ll be able to use your Upwork password as a backup. You’ll be guided through these steps. When you next log in, you’ll be able to use face or fingerprint recognition again.

 

Biometric check fails often or repeatedly?
If you have trouble logging in with your face or fingerprint repeatedly or regularly, you can try updating the biometric information on your device to see if you can get a better scan.

Please note that updating your biometric information will automatically disable the face or fingerprint recognition feature in the app. But don’t worry — the next time you try to log in using face or fingerprint recognition, the app will automatically detect that there was a change in your biometric information and you’ll be guided through steps to re-enable it.



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