eKey 2.0 accepted my selfie and ID but fails at my phone fingerprint. What should I do?

01Which eKey enrollment stage failed?

Start with the last step that definitely worked. The official eKey 2.0 page says registration uses a selfie and a picture of your ID card. If both were accepted before the reported phone-fingerprint message, tell support that exact sequence and ask whether you need to repeat either step.

The official app description names advanced facial recognition for biometric verification and passwordless biometric authentication. The official page does not mention a separate phone-fingerprint confirmation step.

02What the official enrollment information confirms

eKey 2.0 is Bahrain's secure single sign-on service for citizens and residents. It provides access to public and private eServices.

The official sign-up description says you register by taking a selfie and a picture of your ID card. It also says the app uses advanced facial recognition for biometric verification and provides passwordless access through biometric authentication.

The app protects personal data with a unique encryption key on your device. That makes the device part of the security design, but the public page does not turn that fact into a do-it-yourself fingerprint repair procedure.

iGA tells eKey 2.0 users to send inquiries, feedback and suggestions through the National Suggestions and Complaints System or the Tawasul app. iGA also tells users to contact the Government Services Contact Center at 80008001.

03Prepare a clear report before contacting support

The pages we reviewed do not tell users to clear app data, remove saved phone fingerprints, reinstall the app or repeat identity capture for this reported error. Ask official support whether you need to repeat the selfie or ID step.

Before contacting support, collect enough detail to identify the failed point. This is a practical evidence checklist, not a list of official eligibility requirements. Do not include your full ID number, password, one-time code or an unredacted ID image in a public message.

1. Write down the exact error message, including any code, punctuation and button label.
2. Record the date and approximate Bahrain time when the failure happened.
3. Note your phone model, operating-system version and eKey app version.
4. State that the selfie and ID image were accepted before the fingerprint step failed.
5. Take a screenshot if the screen allows it, then hide personal data with solid boxes before sharing it.
6. Record whether one attempt failed or the same message returned repeatedly.

04Use the official eKey support routes

Bahrain's official service record says a dedicated support team exists for the eKey 2.0 registration journey. It also says an English and Arabic step-by-step video guide was introduced.

For eKey 2.0 inquiries, iGA separately names the Government Services Contact Center on 80008001 and Tawasul. The Contact Center itself is available 24 hours a day, 7 days a week.

Call 80008001 from inside Bahrain. Call 0097377777333 from outside Bahrain. Live Chat with a Contact Center agent is available every day from 8:00 AM to 10:00 PM.

Give the agent the evidence in a short sequence: accepted selfie, accepted ID image, reported phone fingerprint message, exact error text, device details and time. Ask whether either identity step must be repeated.

If the on-device step keeps failing, ask at an eKey service centre. The Bahrain National Portal says to visit eKey.bh to see eKey service centre working hours and locations.

05Submit a Tawasul inquiry when you need a tracked case

Tawasul accepts suggestions, complaints and inquiries for participating government entities and allows supporting documents. It is available through bahrain.bh/tawasul and the Tawasul mobile app.

Use Tawasul when you want a written case trail or need to attach a redacted screenshot. The pages we reviewed do not identify which entity to choose for this specific message, so describe it clearly as an enrollment issue in the eKey app.

Tawasul lists 5 working days for critical complaints and enquiries and 15 working days for non-critical complaints and enquiries.

Provide accurate contact details so the receiving team can respond. Attach only the minimum evidence needed and hide your CPR number, full ID image and one-time codes.

06Open the official app or service centre links

The official eKey 2.0 page lists Google Play, App Store and Huawei AppGallery. Open Google Play, the App Store or Huawei AppGallery.

The Bahrain National Portal says to visit eKey.bh to see eKey service centre working hours and locations. You can also open Customer Service Centres and eKiosks locations.

07What the official pages don't say

The public official pages do not name the phone fingerprint confirmation screen, explain its error codes, list supported device settings, set a retry limit or publish a self-service reset sequence. They also do not say that clearing app data, deleting phone biometrics or reinstalling the app will preserve an already accepted selfie and ID stage.

That is why the safe next step is an official support case based on the exact message and device details. It gives the support team a precise failure point without relying on a guessed cause or risking accepted enrollment progress.

08FAQs

Is there an official fix for the final phone fingerprint error?

The pages we reviewed do not give a phone-fingerprint repair sequence. Use the Contact Center, Live Chat or Tawasul and ask whether the selfie or ID step must be repeated.

Do I need to repeat my selfie and ID pictures?

The official sign-up flow confirms that a selfie and ID-card picture are registration steps, but it does not say whether accepted images must be repeated after a later reported phone-fingerprint failure. Ask support before restarting.

Does eKey use facial recognition or my phone fingerprint?

The official app page specifically names advanced facial recognition for biometric verification and describes passwordless biometric authentication. It does not explain the separate phone fingerprint confirmation screen in the public guidance.

What number should I call for eKey help?

Call 80008001 from inside Bahrain or 0097377777333 from outside Bahrain. The Government Services Contact Center is available 24 hours a day, 7 days a week.

Can I report the problem through Tawasul?

Yes. Tawasul accepts inquiries and complaints for participating government entities and allows supporting documents. Use accurate contact details and attach a redacted screenshot if it helps explain the error.

Should I clear app data, delete my fingerprints or reinstall eKey?

The official pages we reviewed do not recommend those steps for this reported error or say what happens to earlier enrollment steps. Contact support before changing the app or saved phone biometrics.

09Official sources

• eKey 2.0 Mobile App
• eKey 2.0 Registration Support Action
• Bahrain National Portal Contact Us
• Tawasul
• iGA eKey 2.0 Launch Update

Official details checked 14 October 2026.