Forum Discussion

bos's avatar
bos
New Contributor
5 months ago

Authentication gets stuck on iOS with two accounts

I just added a work account to my iPhone’s 1P install (I’ve had a personal account for years). After doing so, all attempts to authenticate using Face ID get me to a blank screen, for both person...
authentication
ios
1P_SimonH's avatar
1P_SimonH
Icon for Community Manager rankCommunity Manager
5 months ago

Hi bos​,

I'm sorry for the trouble here! What I'd like for you to try is turning off FaceID for the time being so that we can get a diagnostics report and investigate this. Here's how to turn off Face ID:

  1. Select Settings > FaceID & Passcode.
  2. Under Use Face ID For:, select Other Apps.
  3. Turn the slider off for 1Password.
  4. Back on the home screen, select the 1Password app and sign in with the account password.


Then in 1Password to generate a diagnostics report:

  1. Select the button in the top-left > Need Help?
  2. Select Send Diagnostic Report.


Send that report to support@1password.com and we'll investigate what might be causing this!

bos's avatar
bos
New Contributor
5 months ago

Thanks, Simon, I just sent in a diag email.

  • bos's avatar
    bos
    New Contributor
    5 months ago

    Based on conversation with 1Password support, this is a known issue that the engineering team is trying to work on. No estimated time to a fix.

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

      Thank you for sharing the results of your conversation! Hopefully the issue is fixed in a future update soon. 

      -Dave

      #36197