How can I unlock 1Password when Face ID is broken?

Hi @masaru,

I'm sorry to hear about the trouble you're having with Face ID on your iPhone Xs Max. 1Password for iOS does have some alternative ways to unlock the app and you can find them by heading to the following location:

1. Open and unlock 1Password.
2. Tap your accounts or collection in the top left, then tap Settings.
3. Tap Security.

From here, you will be able to select whether you can unlock 1Password on your iPhone with Face ID, account password, or your device passcode. Your device passcode will probably be the best option so you don't need to continue typing in your long account password whilst waiting to get your TrueDepth camera system fixed :)

HI, @1p_jac
Thank you for the explanations and instructions.
In the Security, I see three options,
1. Password
2. Face ID
3. Passcode

Do you mean Passcode?

As you see above, I've set it to Passcode, but after it is locked, it still asks me Password.

Did I made any mistake?

Thank you for your support!

Before tying to use the password set your 1Password settings back to face I.D.
This might help you get back to using your face I.D. to open your 1Password.
I would not instal a software tool like it says in the video link, but the other options in the video would be good for your device.
After trying each option check to see if it fixed your problem signing in with face I.D. and if one does not work try the next step.
If none fix your problem you would have to do what the support advised or backup your device first then erase it and reinstall would probably fix it too, but I would try the stuff in the video before doing that.
Having to use a password to sign in all the time would be a burden. Singing in with a password every two weeks is fine.
Do not give up. You can fix this.

https://youtu.be/Vdx9yMBxl_w?si=2FWl5AkFN7WuOiGn

@masaru

Thanks for the reply. After you select Passcode please unlock the main 1Password app (from the home screen of your iPhone) using your account password one more time. After that, lock 1Password and try to unlock it again. You should now be able to use your device passcode.

Let me know if that doesn't work.

-Dave

@1P_Dave ,
Thank you for your instructions. I did
1. Force quit 1Password
2. Launch 1Password from home
3. Unlock it with password.
4. Lock it.

Then 1Password requested me a password.
I swiped up the app and relaunched it, but it still requires password.

I thought that using device passcode could be used on other apps like Safari, but they also requested password.

Did my procedure wrong?

Kindest regards,
Masaru

@masaru

Thanks for the reply. Can you try the following:

1. Open the Settings app on your iPhone (not the 1Password app).
2. Scroll down and tap 1Password.
3. Turn off Face ID.

Then try the same steps again: unlock the main 1Password app using your password and then lock and try to unlock it using your device passcode. If that still doesn't work then let me know and we can dig deeper.

-Dave

@1P_Dave ,
I'm sorry to be late in writing back to you.
I followed the instruction, but it still request password.
I'm sorry to cause troubles...

@masaru

I'm sorry to hear that device passcode unlock still isn't working. Just to confirm, do you have a passcode setup for your iPhone itself: Use a passcode with your iPhone, iPad or iPod touch – Apple Support (AU)

If you do then, so that we can investigate further, 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/142683/how-can-i-unlock-1password-when-face-id-is-broken
• Your forum username: masaru
• Please do not post your diagnostic report to the forum. This is for your privacy and security.

Please send the entire file.

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

-Dave