Question

Problems unlocking 1Password using Touch ID on Apple Keyboard

9 replies
11 views

I’ve recently added another fingerprint to my system on my Mac. Within 1Password “Settings...Security” I have both “Unlock using Touch ID” and “Unlock using Apple Watch” checked. Now, when I want to unlock 1Password using Touch ID on my Apple keyboard I can no longer do so. I’m forced to unlock the program using my Apple Watch. If I remove the “Unlock using Apple Watch” feature from within the aforementioned settings, then I can unlock the program using the Touch ID on my keyboard. Some additional information if you need it: I’m running macOS 27.0.1, my Apple Watch is running 27.0.1 (24R365), and I’m running 1Password 8.12.40 on my Mac.

Trevor_1P

1Password Employee

Hi @jdguilty,

To help determine what’s occurring, it’d be useful to gather some logs from the device. To do so,I'd like to ask you to create and share a 1Password diagnostics report from your Mac:

Send a diagnostics report (Mac)

Attach the diagnostics to an email message addressed to support@1password.com. With your email please include:

- A link to this thread: https://www.1password.community/1password-at-home-31/problems-unlocking-1password-using-touch-id-on-apple-keyboard-25836
- Your forum username: jdguilty

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

J

jdguiltyAuthor

The support ticket ID # is 839296.

Trevor_1P

1Password Employee

Hi @jdguilty,

I can confirm that your ticket landed with the correct team, and you should receive a reply soon.

L

lin070

I’m having the exact same issue. Just added a fingerprint to my Touch ID and now unable to unlock 1password with Touch ID. I also have both “Unlock with Touch ID” and “Unlock with Apple Watch” checked, but am unable to unlock 1Password with Touch ID. When I take my watch off and try to unlock 1Password with Touch ID, it won’t recognize my fingerprint and says “That didn’t work. Please try again.”

I also emailed the diagnostic report. Support ticket ID: 882325

J

jdguiltyAuthor

For what it’s worth, I was able to get my problem resolved. The 1Password technician responded to me outside of this thread, which is why their instructions aren’t shown here. I had to reset 1Password; below are the instructions that were sent to me.

*************************************************************************************************************

Before resetting, please make sure you can sign in at 1Password.com and that all of your items are present. Please also have your Emergency Kit, including your account password and Secret Key, available because you’ll need to sign in again afterwards.

To reset 1Password on your Mac:

Open 1Password.
From the menu bar, choose 1Password > Settings.
Select Advanced in the sidebar, then choose Reset 1Password.
Review the information and select Reset 1Password.
Open 1Password again and sign in to your account.

*************************************************************************************************************

And just to let you know, I happened to add another fingerprint to my Touch ID earlier today and I did not encounter any problems with 1Password.

Hope this helps

L

lin070

Thank you! I’ll give that a try.

Update: tried the reset and it works now. Thank you for sharing the fix!

Trevor_1P

1Password Employee

Hi @lin070,

Thanks for confirming that! Happy to hear the steps that @jdguilty shared worked for you.

Trevor_1P

1Password Employee

@lin070 I appreciate the update, and am glad to hear that the issue was identified and escalated.

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