https://1password.community/discussion/comment/676599/#Comment_676599 . I have upgraded to 1Password 8 for Mac. Yesterday I had to re-set my iPhone settings and since then I cannot use Face ID to open 1Password. I have re-installed the 1Password app, checked to make sure 1Password is approved for using Face ID on my phone. Can you advise? 1Password Version: 1Password for Mac 8.8.0 Extension Version: Not Provided OS Version: iOS 15.6 Browser:_ Safari Referrer: forum-search:https://1password.community/search?Search=face%20recognition%20not%20working

Hi Jack_P_1P First things first, I couldn’t agree more that the mitigation you provided is not the ideal solution. Factory reset, a device independently if is a iPhone or iPad, just because of a single app is unacceptable. The amount of time it takes to restore a iCloud backup can be significant if the user have a lot of apps installed like myself. I recently downgraded to 1Password 7, and the Face ID is working as is should be. Seems to me that the problem is not your devices, but in this new version of 1Password or maybe is a undisclosed bug in iOS or iPadOS, because of the variety of devices affected.

Jack_P_1P "After performing these steps, the other important thing to do is to avoid using any options from the Transfer or Reset iPhone menu in Settings > General. We've found that using Reset All Settings may be linked to this issue." as above.. this is also not acceptable. I should be able to reset my device settings anytime I want, without having to worry that an app will then stop working. For MONTHS 1password has failed to properly acknowledge and explain why the current "stable" app doesn't work with FaceID. You should be considering crediting all your users for the months you have been deficient in acknowledging, explaining and resolving a very BASIC feature you advertise that is not working for MANY users.

Took nearly a month since the first post for 1Password staff to reply.. I'm a little shocked at what is going on at 1password. I've tried support via email as well, they. didn't even know about this issue.. yet here on the community.. it's everywhere. It's acknowledged by 1password staff on reddit.. but only a few weeks ago.. and nothing since then. No blog post. No support article. No note in the app store. Do you see why we are frustrated Jack_P_1P ?

Hi @kyswisher: To confirm, are you running into trouble with using Face ID on your iPhone to unlock 1Password for iPhone? If so, which version of 1Password do you have on your iPhone, 1Password 7 or 1Password 8? Let me know! Jack

Hi, I think I might have seen some comments on this on another thread, but I wanted to log this on a separate thread. Sometimes Face ID works just fine when opening the app, but every so often it seems to fail randomly and then immediately require the Master Password. What's odd about these Face ID failures is that they shouldn't be failures...I am looking at the phone with clear line of sight and it just fails and then requires a Master Password. It's inconsistent, but happens at least a few times a day as I'm using the app. I just want to be clear it's not because I'm looking at the phone wrong...it's like the connection between Face ID and 1Password doesn't work sometimes. thanks 1Password Version: 8 Extension Version: Not Provided OS Version: Not Provided Browser:_ Not Provided

Face ID Not Working [Fixed. Please see the approved answer for details.]

646 Replies

1P_Dave
Moderator
3 years ago

.

Hello folks,

I have some very happy news to share: we've released a new update which fixes an issue with using Face ID to unlock 1Password on the iPhone and iPad. You can find complete release notes about version 8.10.0 on our website: 1Password Releases

Your iPhone or iPad will update 1Password automatically if automatic updates are turned on; otherwise, open the App Store app to download the latest version.

If you still have trouble using Face ID to unlock 1Password after updating then please let us know by creating a new thread so that we can investigate further.

Thank you for everyone's patience and to everyone who sent in a diagnostics report to help our developers track down and resolve the issue. I'm sorry for the frustration that the issue caused and for the delay in getting a fix out to everyone. This is our biggest iOS update ever and includes not only bug fixes but new features like reordering fields and sections in items, the ability to set a default vault for saved items, and improved search. Read about these and more upcoming features on our blog! 😊

-Dave
Pifou69
Occasional Contributor
3 years ago
Today's release (version 8.10.0) seems to solve the problem
manselmi
New Contributor
3 years ago
I understand that delays can and do happen, but I’m surprised by the infrequency and irregularity of status updates from 1Password support, given the impact of this issue.

If the fix isn’t yet ready, fine, but I think it’s reasonable to update this thread at least once per week on what’s holding things up, and not just that the fix will be released “soon”.

I may not pay for a business support contract but I’m still a paying customer.
Former Member
3 years ago
Still no update released? This is ridiculous. Will we be getting refunds on our 1Password subscriptions?
Former Member
3 years ago
beta full :(
Cruncher
Occasional Contributor
3 years ago
Yeah, an ETA would be nice at least.

EDIT: I was finally able to got a spot on the Testflight beta and was able to install Version 8.10. Here it is working fine. This is at least a workaround for me.

It seems that there are still a few spots available if someone is interested: https://testflight.apple.com/join/fzDLkIVK
Former Member
3 years ago
Is there an eta on the fix? What kind of compensation can I expect for months of reduced functionality in the app?
Former Member
3 years ago
Same here. Installed 1pasaword on a brand new iPhone 13 (iOS 16) and the face id broke immediately. On my old iPhone 6s (iOS 15), the touch id has no problem, though.
Former Member
3 years ago
Exact same thing happened to me. Even tried deleting and reinstalling the app as well as completely shutting down and rebooting my iPhone. No go.
Ronnie9583
New Contributor
3 years ago
Same happened to me after a Reset All Settings on iOS 16.3.1. I have reverted back to 1 Password 7, where FaceID does work.