Forum Discussion

bos's avatar
bos
New Contributor
4 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 personal and work accounts. This leaves me dead in the water as I can’t log in anywhere using a passkey, for example.

authentication
ios

4 Replies

  • 1P_SimonH's avatar
    1P_SimonH
    Icon for Community Manager rankCommunity Manager
    4 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
      4 months ago

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

      • bos's avatar
        bos
        New Contributor
        4 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.