Forum Discussion

VirtualWolf's avatar
VirtualWolf
Occasional Contributor
4 years ago

"Unable to unlock with biometrics" message when unlocking Safari extension on 2018 iPad Pro

Whenever the 1Password extension for Safari is locked and I click on the toolbar icon to unlock it, it seems like I should be able to unlock it with Face ID because there's the little Face ID icon th...
ios
Alvin_L_1P's avatar
Alvin_L_1P
Icon for 1Password Team rank1Password Team
4 years ago

Hi @drewpreiner 👋

Are you attempting to unlock the Safari extension using Face ID while in landscape mode on an iPad? We're currently investigating a very specific issue with biometrics and the Safari web extension - when a Face-ID equipped iPad Pro is in landscape mode with an external keyboard connected, biometrics will fail. However, when biometrics fail, swapping the device to portrait mode temporarily resolves the issue and biometrics can be used, even when returned to landscape mode; this works for a number of unlocks before biometrics fail again.

The next time biometrics fail for you, could you try moving your device into portrait mode, then back to landscape, and let me know if biometrics are accepted afterwards?

ref: apple-5611