Level up your business security with free, on-demand training and certification. Explore 1Password Academy today →
Forum Discussion
Solved
Biometric unlock not working: That didn't work. Check your password and try again
Hello!,
I am experiencing an issue where my android app keeps failing to login with biometrics and when I login with master password it will also keep MFAing me. I enter it time and time again, but once I close the app or lock it, re-opening causes the same issue.|
I will also note it is also refusing any of my MFA keys, only takes MFA via OTP.
I am able to use my biometrics on 3 different applications, MFA keys via firefox.
Issue:
Biometric logins keep failing, and app keeps asking for MFA every time I enter master password.
Error:
"That didn't work. Please try again."
Note: app does not allow attempting again, only allows master password.
Troubleshooting:
- Cleared all local storage and logged in again. Nofix.
- Cleared all local storage, removed app, downloaded fresh, and logged back in. Nofix
- Phone reboot. Nofix
- In Settings>Security set:
Confirm account: Every 30 days
Lock mobile app on exit: Never
Lock mobile app when device locks: Disabled
- Locked device, entered master password, locked again, prompted for biometrics. Fails/nofix.
- Set to password only (no biometrics). Works, no MFA prompt
- Set to device unlock. Also fails?
- Obtaining and sending diagnostics logs
App info:
App version 8.10.64
81064007 on Production Channel
Device info:
Motorola Razr 2024
Android 14 U3UCS34.63-88-12-3
The issue is still open with our development team and they continue to investigate. The problem seems limited to Motorola's Edge and Razr Series.
While I don't have an ETA on when this will be resolved, keep 1Password, and your Motorola device, updated so that you receive the fix as soon as it is developed and released:
-Dave
52 Replies
Still experiencing this on my xiaomi. I am not renewing my subscription because of this issue. It's been over 6 months with no resolution. Proton pass and all other apps that rely on biometrics work just fine.
Motorola razr 2025 and same thing here. Tried to unset biometric and reset, no change. and what's odd is this only seemed to start happening in the last couple of weeks. Android 16
In light of this issue still not being fixed after over a year + the price increases, I have stopped using 1Password after nearly a decade and moved to Proton Pass.
Does Proton Pass have all of the same features and eye candy as 1Password? No.
But you know what Proton Pass does that 1Password doesn’t do? Fully work on my Razr Ultra without ridiculous bugs. Biometrics works every single time, autofill works every single time.
AgileBits, shame on you for trying to pass this as a “driver” issue or something with Motorola. If competitors’ apps work fine, it’s clearly something you’re doing.The problem has been fixed, at least for some cases - it's working for me on my Motorola Edge 50 Pro for the past few months.
I followed whatever instructions were recommended here at the time, which I think was just uninstalling the app, reinstalling it again, and setting it up from scratch (logging in with secret key and password)
Hello, I am also having this issue on my new Fairphone 6. Can you please prioritize this issue? This is annoying to the point of moving to a different service.
I am experiencing the same issue on my Xiaomi 11t pro. Like the razr, this phone has a side mounted fingerprint scanner, though I don't know if that's important.
Very frustrating to be suddenly dealing with needing to type my master password almost every time I need to use the app
I gave up on my 2024 Razr+ and moved to the 2025 Razr Ultra 60. 1Password works fine on this device FWIW. Disappointed to see the bug still exists on my Razr+ today.
Working now on my Magic V5 too, I set it up again but didn't use the QR code login method and did the password + secret key manually and it's been fine!
It is not solved at all, still dosnt work on Motorola edge 50 pro. How it is possible that after half a year such big company cant solve this issue?
Oh dear, it's back again. I don't know if it was the latest 1PW update - 8.11.8 - but the "That didn't work" is back again and my previous solutions don't work any more, which is strange. All the usual uninstall, reinstall, clear cache, clear data stuff also fails. It won't use device unlock and gives the "That didn't work" error again. Regrettably, I've wasted enough time trying to find a solution which your development team has also apparently failed to find. Time to move to another Password Manager, I think. :-(
- 1P_Dave
Moderator
DalekCoffee, tonyt42, abelj, andc, sanemane
I'm sorry for the disruption that the issue is causing. Our development team recently added additional logging to the biometric unlock process for 1Password on Android and this has provided us with a better understanding of the issue and the team continues to investigate using this new information.
When a fix for this issue has been implemented in an update to the 1Password for Android app it will be mentioned in our release notes on the following link - https://releases.1password.com/android/8.10/#whats-new
-Dave
Thanks Dave. Please let me know if you need any more information to help track down the problem, I'm happy to provide debugging logs etc if it will be helpful.
Honestly this irritated me so much I gave up and moved to Bitwarden.
They are not having the thumb print issue...but MAN... I do miss 1password. I find Bitwardens UI and auto fill not as good as 1password ... Though I suppose that's fair at a 3rd of the price annually
If this gets fixed a part of me would love to come back eventually but now I have such a mess of passwords on both accounts lol, I will likely need to nuke the 1password and move the Bitwarden stuff back in.
