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Forum Discussion
macOS Touch ID No Longer Working: "That Didn't Work"
Hello,
I'm having trouble using Touch ID. I recently removed my fingerprint from macOS Settings and re-added it and now I can no longer use my fingerprint to unlock 1Password.
When I open the desktop application, I'm prompted for my Touch ID but then I get the error "That didn't work. Check your password and try again."
I've tried the following:
* Shutdown my computer, turn it back on again to verify that Touch ID works
* Withing macOS Settings: Turn off all Touch ID settings, remove fingerprint, add fingerprint, turn on all settings
* Within 1Password Settings: Turn off Touch ID and turn it back on
I've even tried https://support.1password.com/uninstall-1password/, reinstalling, and following the steps above, but I get the same error.
1Password Version: 8.10.36
Extension Version: 2.25.1
OS Version: macOS 14.5
Browser: Firefox
43 Replies
I had this issue with my Mac after I added a 2nd finger to Touch ID. Removing it restored expected behavior with Touch ID.
- 1P_Dave
Moderator
Thank you for posting the Support ID, I see that one of my colleagues has already sent you a response. Please continue the conversation there via email. 🙂
-Dave
ref: IMB-13492-813
Your support ticket ID is IMB-13492-813.
- 1P_Dave
I'm sorry that you're running into a situation that sounds similar. I'd like to ask you to create a diagnostics report from your Mac:
Sending Diagnostics Reports (Mac)
Attach the diagnostics to an email message addressed to
support+forum@1password.com.With your email please include:
- A link to this thread: https://1password.community/discussion/comment/715032/#Comment_715032
- Your forum username:
MacOakland - Please do not post your diagnostic report to the forum. This is for your privacy and security.
Please send the entire file.
You should receive an automated reply from our BitBot assistant with a Support ID number. Please post that number here. Thanks very much!
-Dave
Same problem here.
After a reinstall of Mac OS Sonoma, 1Password is wonky. It won't login via Touch ID and I keep getting "That didn't work."
I have gone to the trouble of doing several reinstalls, re-created fingerprints, etc. But nothing works.
This is pretty frustrating all around. Throw us a bone, here, 1Password.
1Password Version: Not Provided
Extension Version: Not Provided
OS Version: Not Provided
Browser: Not Provided- 1P_Dave
It's possible that you might be running into a scenario that doesn't currently have an available workaround. However, I'll have the team review your diagnostics report again and reach out to you via email with another reply as soon as possible. Keep an eye on your inbox.
-Dave
ref: XGQ-26977-699
1P_Dave
I already send diagnostics report 5 days ago but didn’t receive any workaround.
My ticket ID: XGQ-26977-699- 1P_Dave
I'm happy that the team was able to help. 🙂
If anyone else is running into issues with Touch ID not working then please send in a diagnostics report and the team will be able to provide a workaround for your specific situation while our development team works on a permanent fix.
-Dave
