App help

You can enable biometrics in a few steps in iOS or Android™.

For iOS devices which already have biometrics enabled:

The first time you log into the app, you’ll be asked if you want to enable biometrics. If you select ‘Enable Face / Touch ID‘ and ‘OK’, you’ll be able to use Face ID every time you log in.

If you select ‘Don’t Allow’, but later want to add Face ID, you can do this by:

1. Going to settings
2. Searching ‘Marcus’ to see all the Marcus app options
3. Turning on Face ID/Touch ID from the toggle

If you select ‘Not now’, but later want to add Face ID, you can do this by:

1. Opening the Marcus App
2. Selecting Security Settings
3. Enabling the Face ID/Touch ID option from the toggle

For iOS devices which haven’t enabled biometrics:

If you haven’t enabled biometrics on your iOS device, you’ll have to do this first in order to log in using biometrics on your Marcus app. Once you’ve added this to your device, the Marcus app can detect biometrics and will ask you to enable it the next time you log in.

For Android devices:

The first time you log into the app, you’ll be asked if you want to enable biometrics if you already have this enabled on your phone.

If you want to add biometrics later on, you can do this by:

1. Opening the Marcus app.
2.  Selecting ‘Profile’.
3. Choosing ‘Security settings’ and enabling ‘Biometrics’.

You’ll be redirected to register a new fingerprint or face, then you can use this to log in.

Not to worry.
 

• If you’re an iOS user, you’ll see the ‘Face ID attempts exceeded message’. Hit ‘Cancel’ and you can type your password, or you can lock your device and unlock it. After this, Face ID will be available again, so there’s no need to wait.
• If you’re an Android user, you can wait a few minutes until you can try again or enter your password instead.

There could be 3 reasons why this is happening:

1. Autofill, the feature that automatically adds your details to the log in screen. You will need to manually enter the email and password again and then the button should appear in colour and allow you to log in.
2. Using an older version of the app. Check for app updates or uninstall and re-install the Marcus App.
3. If you’re using a floating keyboard with your tablet or phone - disconnect the keyboard from the device, then try again.

There are a few things you can try if you’re having difficulty uploading documents in the app:

• Check the size of your file. If your file is too big, it won’t upload.
• If you’re uploading a scanned document, try taking a picture of it and then uploading it again.
• If there are any passwords on the document you’re trying to upload, please remove them before uploading.
• Switch devices if possible and try uploading documents on another device.
• If we’ve asked for your documents as a part of your Marcus account application, ensure you have uploaded something for both your ID and address. The ‘Submit’ button will only show once we’ve received both document types.
• Check there are no characters or symbols in the name of the document, try naming them ‘ID proof’ or ‘Proof of address’
  

If you’re seeing an error message after tapping the ‘move your money’ button, you probably need to update your app.

If you continue seeing this message after updating your app, try using a web browser to move your money.