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DalekCoffee
March 13, 2025
Solved

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

  • 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

    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:


    -Dave

    26 replies

    Show previous replies
    S
    sanemane
    January 13, 2026

    Really, can't believe that this worked. Amazing. 

    1. Uninstall 1password
    2. Install 1password
    3. Sign in using secret key and password
    4. Yes ! Biometric ! 

    Thanks @ssof for phrasing it like that, invited me to try and do it for the last time 😅 I'm glad I did it. 

      E
      elzas
      February 1, 2026

      Unfortunately for me it didn't work, still the same "that didn't work" message and then needing to type your entire password again.

      E
      elzas
      February 1, 2026

      Hello, I am also having this issue on my new Fairphone 6. Can you please prioritize this issue? This is annoying to the point of moving to a different service.

        W
        willzlife
        March 31, 2026

        In light of this issue still not being fixed after over a year + the price increases, I have stopped using 1Password after nearly a decade and moved to Proton Pass.

        Does Proton Pass have all of the same features and eye candy as 1Password? No.

        But you know what Proton Pass does that 1Password doesn’t do? Fully work on my Razr Ultra without ridiculous bugs. Biometrics works every single time, autofill works every single time. 

        AgileBits, shame on you for trying to pass this as a “driver” issue or something with Motorola. If competitors’ apps work fine, it’s clearly something you’re doing. 

          A
          andc
          April 1, 2026

          The problem has been fixed, at least for some cases - it's working for me on my Motorola Edge 50 Pro for the past few months.

          I followed whatever instructions were recommended here at the time, which I think was just uninstalling the app, reinstalling it again, and setting it up from scratch (logging in with secret key and password)

          O
          oprk
          April 4, 2026

          Motorola razr 2025 and same thing here. Tried to unset biometric and reset, no change. and what's odd is this only seemed to start happening in the last couple of weeks. Android 16

          J
          Joseph2W
          April 6, 2026

          Mine is also Android 16 now. I've discovered a new, related issue: in the past I could set up device passcode instead of biometrics which was easier than entering the whole 1P PW. Now this no longer works either. 

          Could we get a recent update on resolution @1P_Dave?

          D
          d3d
          April 21, 2026

          Still experiencing this on my xiaomi. I am not renewing my subscription because of this issue. It's been over 6 months with no resolution. Proton pass and all other apps that rely on biometrics work just fine.

           

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