Login Protection with PIN/Biometric Recognition

To protect your account in the event that your mobile phone is compromised, Hearsay Relate adds a layer of security in the form of a PIN, fingerprint or facial identification. The registration of these characteristics is associated with your device only and is not stored by the Hearsay Relate app. 

To unlock the application, the Relate application will leverage the mobile device’s preferred security method–facial recognition, fingerprint or PIN–to provide nearly instant access to secure conversations.

There are two forms of security protection:

  • Biometric: This is a security process that relies on the unique biological characteristics of an individual to verify that person is a registered, approved user on the device to unlock an application.
  • In-App PIN: This is a code that is tied to an application on a specific device. For example, if you are using Hearsay Relate on two different devices and have In-App PIN enabled, each mobile device will have a different PIN code.


  • If your organization enables Biometric, upon opening the Hearsay Relate mobile app, you will be prompted to secure your biometric recognition.
    • iOS: Users will need to grant permission for FaceID or TouchID (depending on their device model).
    • Android: If the user has fingerprint scanning set up on their device, the Relate application will use this as an unlocking method if this feature is enabled.
  • When an inactivity timeout occurs and the Relate application is opened, you will be prompted to unlock the application using the biometric method available on your device.



    • If the phone does not have biometric capabilities (older Android devices, for example), PIN or pattern will be used to unlock the Hearsay Relate application. 


In-App PIN:

  • If an organization enables In-App PIN, you will be asked to set it up on your device the next time you launch the Relate mobile application.
    • You will need to set a 4-digit PIN that you will use to unlock the application which must ne entered twice to set.
  • When an inactivity timeout occurs, you will be prompted to unlock the application using the 4-digit PIN that you set.
  • When the mobile login fails, the user will have to log in via email and reset their 4-digit PIN. They will not be able to use their previously used PINs.



Frequently Asked Questions

Q:  Are both PIN and biometric security available on iOS and Android? 

A:  Yes. 

Q:  Can PIN and biometric security be combined?

A:  Not at this time. 

Q:  If biometric fails, can a fallback be set to a PIN?

A:  No, the agent/advisor needs to use biometric to unlock the application. Otherwise, they will need to  log in to Relate with credentials.

Q:  Where is a user’s biometric data stored?

A:  Biometric data is not stored by Hearsay Relate. The biometric data is stored on the device. The advisor’s own device validates whether or not the biometric scan matches what it has recorded (whether it is fingerprint or FaceID). If the scan matches, it returns a Yes, and the application unlocks; if it returns a no, the application does not unlock. If the biometric unlocking fails the maximum number of times (3 times on iOS, 5 times on Android), the user will need to log in to Relate via email.

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