A number of factors may be at play. Please check that:

• you’ve used the correct finger and that it is dry
• Touch ID or digital fingerprint access is activated on your smartphone
• your smartphone does not require any system updates
• Touch ID or digital fingerprint access is activated on the BILnet application. To check, make sure the “Activate Touch ID” button under “Application settings” > “Security information” is green

If the problem persists, you’ll need to uninstall and reinstall the BILnet app.