Why is my finger not recognized?

Make sure that you have placed your finger correctly.
In some cases, the state of the finger itself can lead to lack of recognition. The fingerprint scanner only works correctly and reliably with the papillary lines of the front phalanx. If your finger is very dry, wet, or cold, these papillary lines cannot be detected sufficiently.
If your finger is very dry:
  • If your hands are dry, it often helps to run your finger over your forehead.
If your finger or the sensor is wet:
  • Dry your finger.
  • Dry the sensor of the fingerprint scanner with a non-abrasive cloth.
If your finger is cold:
  • You can warm a cold finger by rubbing it.
Should the problem persist: if possible, use another finger. Otherwise, contact our support team at https://www.ekey.net/en/tickets.

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