Face ID Not Working [Fixed. Please see the approved answer for details.]

Hi @kyswisher:

To confirm, are you running into trouble with using Face ID on your iPhone to unlock 1Password for iPhone? If so, which version of 1Password do you have on your iPhone, 1Password 7 or 1Password 8? Let me know!

Jack

Hi, I think I might have seen some comments on this on another thread, but I wanted to log this on a separate thread. Sometimes Face ID works just fine when opening the app, but every so often it seems to fail randomly and then immediately require the Master Password. What's odd about these Face ID failures is that they shouldn't be failures...I am looking at the phone with clear line of sight and it just fails and then requires a Master Password. It's inconsistent, but happens at least a few times a day as I'm using the app. I just want to be clear it's not because I'm looking at the phone wrong...it's like the connection between Face ID and 1Password doesn't work sometimes. thanks

1Password Version: 8
Extension Version: Not Provided
OS Version: Not Provided
Browser:_ Not Provided

Hi @shadowplayer:

We're investigating this situation. So that we can confirm the specifics of your individual situation, I'd like to ask you to create a diagnostics report from your iOS device:

Sending Diagnostics Reports (iOS)

Attach the diagnostics to an email message addressed to support+forum@1password.com.

With your email please include:

• A link to this thread: https://1password.community/discussion/132671/v8-face-id-fails-often-when-it-shouldnt#latest
• Your forum username: shadowplayer

You should receive an automated reply from our BitBot assistant with a Support ID number. Please post that number here. Thanks very much!

Thanks. I’ve sent the diagnostics.
Support ID: [#NKJ-28396-428]

Let me know if there’s anything else I can do to help identify this issue.

I have this issue as well. Installed 1Password 8 for iPhone. Face ID fails unlocking the app and have to enter my passcode manually every time.

Just wanted to chime in here that I experience this, too. I've only personally noticed this when using autofill in Safari on iOS (https://1password.community/discussion/132682/face-id-in-safari-requires-interaction), but the issue is the same: 1Password seemingly fails to even try to unlock with FaceID.

I'm pretty sure it's not operator error (obscured face, etc.), because the FaceID popup doesn't even appear at all. However, I do feel some haptic feedback, which is a bit strange. I just have to poke the FaceID icon, and everything then works as it should.

Sometimes this happens on sites that have separate pages for username and password, requiring two invocations of 1Password. One of them will work, and the other will not. I'm sitting in the same place, doing the same thing back to back. I never experienced this with prior versions of 1Password, so something feels off here.

I've sent the report also.
[#JQB-34957-145]

One other note is that I thought I see this mostly when doing auto fill in safari, but today I got it a number of times when just opening. 1Password. Also, it shows a a successful Face ID with the check mark…but then 1Password won’t open and requests the Master Password.

One other interesting detail…it fails and requires the mastery password. But if I wait a few minutes and then come back to the app it sometimes works with Face ID again. Very inconsistent

Also—I only seem to have this issue with V8 on my iPhone, my iPad Pro with Face ID doesn’t seem to have the same failures. Just thought I’d note that too. Thanks