Solved

Biometric unlock not working: That didn't work. Check your password and try again

Forum|Forum|1 year ago
March 13, 2025
26 replies
1759 views

Hello!,

I am experiencing an issue where my android app keeps failing to login with biometrics and when I login with master password it will also keep MFAing me. I enter it time and time again, but once I close the app or lock it, re-opening causes the same issue.|

I will also note it is also refusing any of my MFA keys, only takes MFA via OTP.
I am able to use my biometrics on 3 different applications, MFA keys via firefox.

Issue:
Biometric logins keep failing, and app keeps asking for MFA every time I enter master password.

Error:
"That didn't work. Please try again."
Note: app does not allow attempting again, only allows master password.

Troubleshooting:
- Cleared all local storage and logged in again. Nofix.
- Cleared all local storage, removed app, downloaded fresh, and logged back in. Nofix
- Phone reboot. Nofix
- In Settings>Security set:
Confirm account: Every 30 days
Lock mobile app on exit: Never
Lock mobile app when device locks: Disabled
- Locked device, entered master password, locked again, prompted for biometrics. Fails/nofix.
- Set to password only (no biometrics). Works, no MFA prompt
- Set to device unlock. Also fails?

- Obtaining and sending diagnostics logs

App info:
App version 8.10.64
81064007 on Production Channel

Device info:
Motorola Razr 2024
Android 14 U3UCS34.63-88-12-3

Android

Best answer by 1P_Dave

@DalekCoffee

The issue is still open with our development team and they continue to investigate. The problem seems limited to Motorola's Edge and Razr Series.

While I don't have an ETA on when this will be resolved, keep 1Password, and your Motorola device, updated so that you receive the fix as soon as it is developed and released:

How to keep 1Password up to date

-Dave

Show previous replies

M

mattisfjallstrom

I have a 2025 Motorola Razr Plus, and I'm having the same issue as everyone else here - the fingerprint login isn't working. I've tried clearing the cache, clearing all storage for 1password, removing the app and installing it again ... no difference.

More specifically: On the first start after enabling biometrics, it asks for my fingerprint, then stalls for a bit, tells me "that didn't work" and asks for my password. On the next start (and all subsequent ones, unless I reinstall) the app tells me that it needs my password in order to enable biometrics. (Spoiler alert: It doesn't enable biometrics).

This is the only app using biometrics that's behaving this way; all other apps work fine.

Saying that "the dev team is investigating" == "solved" is mindboggling, btw. I'll agree that it's solved when I can use my fingerprint for login, until then it's most definitely NOT solved.

B

birchyboy01

Oh dear, it's back again. I don't know if it was the latest 1PW update - 8.11.8 - but the "That didn't work" is back again and my previous solutions don't work any more, which is strange. All the usual uninstall, reinstall, clear cache, clear data stuff also fails. It won't use device unlock and gives the "That didn't work" error again. Regrettably, I've wasted enough time trying to find a solution which your development team has also apparently failed to find. Time to move to another Password Manager, I think. :-(

E

Ethato

It is not solved at all, still dosnt work on Motorola edge 50 pro. How it is possible that after half a year such big company cant solve this issue?

J

jom

Also having this issue on an Honor Magic V5 (Android 16/Magic OS 10.0.0.122/app version 8.11.22 (81122027)), so no longer seems to be Motorola exclusive. Biometrics work for about 20 minutes, and sometimes after a reboot, but eventually always ask for my password no matter what settings I use (even enabling unlocking with Device Passcode). No other apps have this issue, including other password managers like Bitwarden which I use for work.

W

willzlife

I gave up on my 2024 Razr+ and moved to the 2025 Razr Ultra 60. 1Password works fine on this device FWIW. Disappointed to see the bug still exists on my Razr+ today.

J

jom

Working now on my Magic V5 too, I set it up again but didn't use the QR code login method and did the password + secret key manually and it's been fine!

B

birchyboy01

I don't think there's much chance of the Dev's here fixing it. There's been plenty of comment, lots of time for testing on relevant handsets and much feedback, so far with no result.

You may want to try checking your device's Security controls settings, because sometimes updates mean that 1Password is not available for autofill. If so, just add it. If you also use a PIN and 'Return' to unlock, try turning off the requirement to use Return (and ignore the lower security warning).

J

jom

It's okay I actually managed to fix it! I signed into my account manually with secret key + password instead of using the easier sign in on another device QR code and the issue went away 🎉

E

Ethato

I did the same and it started to works.. impossible!! I just wondering how long it will be working... 🤣

D

d3d

I am experiencing the same issue on my Xiaomi 11t pro. Like the razr, this phone has a side mounted fingerprint scanner, though I don't know if that's important.

Very frustrating to be suddenly dealing with needing to type my master password almost every time I need to use the app

J

jtenkate

Reinstalling the app is the only solution that fixed it for me. Annoying for such expensive software

D

d3d

Agreed. I have been subscribed for 5 years and this biometrics big is making me want to use something else. I tried clean installing the app but it didn't change anything.

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