can't log in, can't use face ID, can't recover passwords/use OTCs/etc

for a few days (maybe a week ish by now) both the keybank app and website (on any device) have not been letting me log in at all
when opening the app i am prompted with an error message that reads "We noticed that Use Yor Face ID was disabled on your device. You'll need to re-enable that feature, sign on, and then go to settings to start using it again."

i did not mess with my iphone settings or the app settings. it doesn't work when i send passcodes to my phone number and email to recover my password either. i can't see my balances or log in at all