NHS login vector of trust for facial recognition

Our product Patchs is currently integrated with NHS login and NHS App. We have a patient complaining that they can’t login with facial scanning/recognition. I assume this is due to our vectors of trust. We currently use “P5.Cp.Cd”,“P5.Cp.Ck”,“P5.Cm”. What would we need to support facial recognition through NHS login?

Thanks

Morning,

Can I ask for more detail please in terms of the error the user is experiencing please as the VTR should not cause issues with the facial scan?