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werbemaxe's avatar
werbemaxe
New Contributor
8 months ago

Biometrical unlock not working

Hi there. I have set up biometrical unlock,  but at every login, it keeps saying that I can set up a biometrical unlock.  I am asked for the password and then I end up always on the same page,  where biometrical unlock is already enabled. I tried to disable it and enabling again... no success.  It keeps on asking me for the password 😒 

android

8 Replies

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

      DalekCoffee​ 

      I'm sorry for the delay in replying. As HelgiJ mentioned, there's currently a known issue affecting certain Motorola and Samsung devices that will cause biometric unlock to fail for 1Password. If you can send in a diagnostics report, the team can confirm if you're running into this known issue: 

      Send a diagnostics report (Android)

      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/biometrical-unlock-not-working/151689/replies/153060
      • Your forum username: DalekCoffee


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

      -Dave

    • HelgiJ's avatar
      HelgiJ
      New Contributor
      7 months ago

      Hi - I have logged this issue, and the dev team is aware, and they are working ona solution. Should come in a future update.

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

    Hello werbemaxe! 👋

    I'm sorry that biometric unlock isn't working for 1Password on your Android device. After you turn on biometric unlock in the 1Password app, it's normal to be prompted to enter your account password one more time. After entering your account password you can leave the screen that shows biometric unlock as already enabled. 

    The next time that you open the 1Password app, are you able to unlock 1Password using biometric unlock? Or are you just prompted for your account password again? If you are prompted for your account password then can you tell me the following: 

    1. Which version of 1Password are you using: Find the version numbers for 1Password and your operating system
    2. What kind of Android phone are you using? Is it a Samsung Galaxy? A Google Pixel? Or something else? 


    I look forward to hearing from you.

    -Dave

    • HelgiJ's avatar
      HelgiJ
      New Contributor
      8 months ago

      Hi,

      Maybe I can provide more info since there has nbot been a response.

      It is inconvenient to always have to type in the long password.

      Uninstalling 1Password and setting biometrics (and the PIN code) works for a brief time and then stops working. I have tried this a couple of times, but got tired of keep doing it.

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

        HelgiJ 

        I'm sorry that you're being prompted for your account password more often than expected. You can change how often you're asked for your password by following these steps: 

        1. Open and unlock the 1Password app.
        2. Tap the icon for your account or collection at the top right and choose Settings.
        3. Tap Security, 
        4. Set "Confirm my account password" to the desired value. 


        Sometimes, you'll still need to enter your account password more often that what you've set for the "Confirm my account password" setting:

        • If your fingerprint, face, or iris aren’t recognized several times in a row.
        • If you add or delete fingerprint, face, or eye data from your device.


        I hope that helps.

        -Dave