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

Former Member
3 years ago
I just heard back that it’s a known issue. This is what I got from support:

“Hi Steven,

Thanks for your reply. My name is Kester and I work for the Mac and iOS team here at 1Password support. After looking at the diagnostics report from your device, I can confirm that you are experiencing a known issue, where 1Password 8 for iOS fails to unlock after successfully prompting for Face ID. Our development team is investigating and are working on a fix.

Whilst our developers work on a fix for this issue, we have the following workarounds:

Continue using 1Password 8 and unlock with your account password each time.

Re-download 1Password 7 which will allow you to unlock the app with Face ID until a fix is available in 1Password 8.

Follow our step-by-step instructions to reset your iOS device and restore from an iCloud backup. We've seen this method restore Face ID unlock functionality in 1Password 8, but it can lead to potential data loss. We'd only like to offer these steps if you're comfortable with the process and understand the risks.

Let me know which workaround you'd like to move forward with and I'll be here to help. 🙂

Looking forward to hearing from you.”
Former Member
3 years ago
I’ve been an avid user of 1Password for years. But, I’m moving all my commonly used passwords to the native password app on my device, until this FaceID issue is fixed. This has been a huge pain.
dchiuten
New Contributor
3 years ago
I’ve been having this issue for over a month as well. I’m just using 1password 7 because 8 is unusable in this state. PLEASE fix this!
jdiv726
Dedicated Contributor
3 years ago
You may want to check out this thread. It was started in August.
https://1password.community/discussion/132575/face-id-not-working/p1
Former Member
3 years ago
I'll do the same thing, but I find the support staff is pretty good.
Former Member
3 years ago

I have the same issue and have sent a message to mailto:support@1password.com.
Former Member
3 years ago
My 1pw 8 on my iOS 16.1.1 iPhone 13 is not recognizing my face ID to unlock the app, and it is not giving the 1pw key icon in apps to unlock. I have deleted the 1pw 8 app from my phone, re-scanned my face into the phone, initiated the 1pw extension for safari on my phone and did a hard reboot of the phone. It started when I updated the iPhone to version IOS 16. I have set up the app to accept facial ID and re-scanned my face several times, yet the app gives me an error, "You need to enter your account password before you can use face ID" I know I've set it all up correctly as you can see in the photos attached:

As far as the extension not working in website and app I don't even get the key icon or a suggestion for the login above the keyboard. In those cases where I do get the key icon, it takes me to the app and required a manual login.
Here are some examples of what's not happening:

I'm exhausted of having to enter my password to open 1pw every time I need to use it, which is often.

1Password Version: 8.9.7
Extension Version: Not Provided
OS Version: IOS 16.1.1
Browser:_ safari
Referrer: forum-search:https://1password.community/search?Search=1pw%20ios%20not%20recognizing%20my%20face%20id
Former Member
3 years ago
Still broken. How has it seriously taken 4+ months to resolve this issue?

iOS Version: 16.1.1
1Password Version: 8.9.7
Former Member
3 years ago
Face ID has not been working for me in over a month and I’m tired of using the long, cumbersome master password to login every time I use the app - which happens to be multiple times a day. Please fix this. As a paying customer, I beg you.
Former Member
3 years ago
I’ve been following this tread for months now and I’ve installed the app updates but I still have to enter my master password every time I’m trying to use the app in safari or just the app itself. This would be bad for a free app, worse for a paid app but unforgivable for the subscription I’ve been paying. When can I expect a solution?