Forum Discussion

barbja's avatar
barbja
New Contributor
2 months ago

1Password keeps asking for password instead of using biometrics

I use 1Password on both Mac and Windows systems.  On these systems, I can no longer unlock 1Password from the browsers with a Mac fingerprint or Windows hello.  It will ask for the fingerprint/hello,...
authentication
browser extension
macos
windows
nel-105's avatar
nel-105
New Contributor
2 months ago

I've had similar problems a few times to where it will not actually use the TPM on the PC to store this, and I have to turn that setting off and on again which is a bug.

  • 1P_Dave's avatar
    1P_Dave
    Icon for Moderator rankModerator
    2 months ago

    nel-105​ 

    I'm sorry that you're running into issues with Windows Hello and TPM, have you made sure to turn on TPM 2.0 on your device? You can find Microsoft's guide here: Enable TPM 2.0 on your PC

    If that doesn't work then, so that the team can help further, I'd like to ask you to create a diagnostics report from your Windows PC:

    Send a diagnostics report (Windows)

    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/discussions/1password-work/1password-keeps-asking-for-password-instead-of-using-biometrics/156964/replies/157378
    • Your forum username: nel-105


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

    -Dave