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

I suggest that anyone having this problem should send an email to mailto:support@1password.com

Once done you’ll get a case number, then you can directly reply to the email for updates.

As to why we should still be paying the full subscription price. Though I doubt anyone will have the nerve to answer this. I guess just because you have a lot of money doesn't make you a better company. Ridiculous.

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

And even a Tweet to @1Password "Just wondering why, since you're on a subscription model now, customers should continue paying full price when you have had a number of key features which have not functioned in months?". Reply "We hear you that some fixes are taking longer than anticipated, and understand your concerns. The team’s actively working on resolving these and we really appreciate your patience as we work towards a solution. If you email mailto:support@1password.com, the team would be happy to chat."

Sound familiar?

Worst customer management ever in my life. Don't you have any professional conscience?

Hello everyone,

I wanted to provide an update for anyone who might have missed Ben’s post earlier: Our developers have identified the cause of the issue and have written code that will resolve the issue for affected users. A previous potential fix that we were testing internally introduced some unexpected behaviours and our developers decided not to release it in favour of taking a little longer to create a stable and solid fix which we’re now testing. We want to make sure that we get it right so that the issue is resolved permanently for everyone.

There have also been a few roadblocks that have prevented us from sending out an update quickly but we’re making good progress in resolving those as well. I don’t have any other information to share at this time.

We really appreciate everyone’s patience and understanding while we work to get a permanent and enduring fix into your hands. Although the issue is affecting only a subset of users and not all users, my colleagues and I on the customer support team are passing along each and every report so that the development and product teams are aware of the impact that the issue is having. I want to apologize again for the frustration.

I don’t have an ETA on when the fix will be ready but this is a top priority for the team and the fix will be included in an upcoming update. Thank you again for your patience and we hope to have more news to share soon.

-Dave

I couldn’t agree more. How ‘bout if Agile Bits refunds our subscription money for breaking their product, not fixing it — or giving ANY indication as to when it might be fixed — and just looking the other way, keeping their intentions hush-hush and pretending that their great & venerable product is useable at this point for all who happened to need to reset their iPhone’s settings.

Maybe we should all file a class action lawsuit to get them to take this seriously and resolve this issue?!?!?

@1P_Dave Thanks, Dave!

Anything new since last time, you just repeat what was already said differently. As long as you are not honest enough to define what is this so called roadblock in detail, I will not see any professional conscience here.

Which discount did you provide for this « only a subset » ?

One day 1P will hopefully learn to push hot fixes instead of making their base wait months for a fix.

@1P_Dave & @1P_Ben - After abandoning LastPass and using 1P for roughly a month, I've had no issues with this whatsoever. Then in testing our MDM functionality and sending my device a passcode reset, clearing the credentials and biometrics, I had to reissue a device pw and a setup Face ID anew. It was at this point that I encountered this issue on all phases of 1P (app, browser, settings-allow fill in from).
Re-installs have done nothing to change it.

What's interesting is that:

1) The majority of my other apps that use Face ID recognize the password/FaceID change and prompt me to log in manually to reset the function on the app. Some require you to log back into the app and turn Face ID back on. I'm no cryptologist, but it seems like something is hashed/cached internally, tying the app credentials to FaceID. 1P makes no acknowledgements or changes in relation to the iPhone's standard/biometric credential change.

2) You'd think that uninstalling would clear whatever credential is stored but when I reinstall the app, it knows my account and automatically asks me to log in. I thought that could be coming from the cloud, so I tried "Deauthorizing" my iPhone to lose the association. Still after removing 1P app, Deauthorizing via the web, then installing the app, 1Password treats it like a trusted device and just asks me for my password? It *feels as if either the app or apple is caching additional info that persists beyond the app removal.

I realize item 2 could be a separate issue of it's own, but I see it as related as it could be preventing a potential user-side fix for item 1. (if any of this is on point. 0:)

Looking forward to seeing your solution manifest!