CEO Mobile biometrics frequently asked questions

Biometric authentication

What is biometric authentication?
Biometric authentication lets you use unique physical characteristics such as your fingerprint, voice, or eyes to verify your identity to gain access to secure information or services.

CEO Mobile® biometrics

What biometrics options are available for CEO Mobile customers?
We offer Eyeprint, a biometrics feature that lets you sign on by simply scanning your eyes. It uses your one-of-a-kind eyeprint — the unique pattern of blood vessels in the whites of your eye — to identify you.
What are the benefits of using CEO Mobile biometrics?
We want to make the sign-on process quick, easy and secure. If you use Eyeprint, you will no longer need to enter your Company ID, User ID, or password to access your CEO Mobile services. Plus, you won't need to use your RSA SecurID® token for CEO Mobile transactions that require strong authentication.
What if I don't want to use Eyeprint after I've set it up?
If you don't want to use Eyeprint, you can still use your Company ID, User ID, password, and token (if you have been issued a token) as you do today.
If I use Eyeprint, will I still need my ID, password, and token?
You will need your Company ID, User ID, password, and token (if you have been issued a token) to set up Eyeprint. The feature will eliminate the need to remember your ID and password or carry a token when using CEO Mobile. You can still use your ID and password to sign on whenever you want.
Can I use biometrics to access the CEO® portal?
No, accessing the CEO portal will continue to require a Company ID, User ID, and password.
Will other biometric methods be available for signing on to the CEO Mobile service in the future?
We continue to research and evaluate additional biometric authentication options.
How long does the biometric authentication process take?
It takes only seconds to sign on with biometrics.


Is biometric authentication secure?
Biometric authentication is secure, as it uses an individual's unique personal characteristics to identify them and authorize access.
How is my biometric data stored?
When you set up CEO Mobile biometrics, your eyeprint is stored as a mathematical template on your device within the CEO Mobile app, and not as photos or video. This template is then used to verify your identity each time you sign on. When you sign on, new biometric data is captured and compared with the stored template.
Where is my biometric data stored?
Your biometric data is stored only on your mobile device.
How will Wells Fargo use my biometric information?
Wells Fargo will only use your biometric information to authenticate you when you're signing on to the CEO Mobile app.
Who has access to my biometric information?
Only the CEO Mobile app on your mobile device can use the biometric data.
Can someone replicate or steal my biometrics to gain unauthorized access to the system?
Biometric data templates are stored securely on your mobile device to help prevent unauthorized access. The data is difficult to spoof, and cannot be used by someone else to gain access to your services.
What happens if my phone is lost or stolen?
Biometric data is converted into a mathematical template for storage and cannot be reverted back to photos of your eyes, even if the phone was lost or stolen. Call your mobile provider and report your phone lost or stolen, and also contact Wells Fargo.
What happens if I change phones, or if I wipe my phone?
If you upgrade your phone's software, it does not impact your Eyeprint data. However, if you wipe your phone or change to a new phone, you will need to download the CEO Mobile app again and set up Eyeprint again.
What happens if I delete the CEO Mobile app?
If you delete the app, you'll need to download it again and set up Eyeprint again.

Reliability and ease of use

What happens if the system doesn't recognize me?
Biometric authentication is just one way to access your CEO Mobile services. In the event the system does not recognize you in three consecutive attempts, you will be prompted to use your password instead.
Will I be able to sign on if my eyes are strained or red?
Strained, red eyes, or broken blood vessels do not prevent you from using the Eyeprint feature to sign on. Your eye vein patterns do not change in these situations, and the system can still identify you.
Will wearing eyeglasses or contact lenses affect my ability to use Eyeprint?
Normally, wearing eyeglasses or contact lenses does not affect your ability to sign on with the Eyeprint feature. In some cases, significant glare on eyeglasses can make it difficult to get a clear view of your eye. If you experience issues setting up Eyeprint or signing on, make sure you're in a well-lit area and there's no glare on your glasses.
Do lighting conditions affect Eyeprint?
The Eyeprint feature is designed to handle different lighting and other environmental factors, but there may be times you need to try again. Situations in which a verification attempt may not succeed include:
  • Sunlight or other bright light directly on the camera lens
  • Movement that prevents you from holding the camera steady
  • Significant glare on glasses that obstructs the camera's view of your eye's features
Can the system distinguish between identical twins?
Yes, the Eyeprint feature can differentiate between identical twins.
Is it possible for someone to have the same eyeprint?
While in very rare circumstances it is physically possible for this to happen, it is next to impossible that someone would have your same eyeprint AND your phone.

Device and hardware requirements

Can I use CEO Mobile biometrics on any mobile device?
Initially, the biometrics feature will only be available on iPhones, and you must have an iPhone 5S or higher with a minimum iOS version of 8.0. We hope to offer the feature for Android devices at a later time. You will need to set up biometrics on each device you use.

Setting up Eyeprint

How do I get started with Eyeprint?
  • You'll need an iPhone 5S or higher with a minimum iOS version of 8.0 to use Eyeprint.
  • If you currently use CEO Mobile, you'll need to download the latest version of the CEO Mobile app (version 3.0) from the Apple App Store and then launch the app and set up Eyeprint.
  • If you're not currently using CEO Mobile, you can download the CEO Mobile iPhone app from the Apple App Store if you use at least one of the services available through CEO Mobile.
  • After launching the app, you will see screens introducing the new Eyeprint feature. Tap the Let's get started button on any of these screens to set up Eyeprint.
  • You will need to sign on using your CEO Company ID, User ID, and password. If you have a token, you will also need to authenticate with your PIN + token code.
  • Once you've set up Eyeprint, it takes only seconds to sign on.
Tips for setting up Eyeprint successfully
The CEO Mobile biometrics Eyeprint feature works best when set up properly. Here are some tips for setting up the feature:
  • Find a well-lit, indoor environment
  • If you wear glasses most of the time, wear them when you set up Eyeprint and make sure there's no glare on your glasses
  • Center your eyes in the rectangle on the scan screen
How do I reset my biometrics profile?
After five failed attempts to sign on withEyeprint, you'll be prompted to reset your profile. Follow the steps above to ensure you set up your Eyeprint properly.
What happens if I want to stop using Eyeprint?
Please contact your client service officer at 1 800 AT WELLS, Option 2, who can quickly remove you from the service.

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