would like to contact you with a problem I am having

Yes. I have my emergency kit. It is completely filled out and printed out including the QR code.

@billgronke:

Now nothing happens except a wrong password message when trying to open it. I am pretty sure that you are correct with the way things are set up. Can we discard the current 1Password on her iPad and reinstall it and re-sync it with everything.

Yes, we can do that. Before we proceed, can you confirm that your 1Password credentials work to login to 1Password.com in a browser? Those are the credentials that you will need to use after reinstalling the app, so making sure that they work, and that you have access to your Emergency Kit as Ben suggested, will be important :)

Hi Ben,
Thank you for your help. On my wife's iPad Pro, it is not responding to unlocking 1Password. Up until about 2 weeks ago it was unlocking 1 Password from her fingerprint (either from the initial opening when the pad was turned on with the fingerprint and on occasion with the fingerprint logo on the 1Password screen.) Now nothing happens except a wrong password message when trying to open it. I am pretty sure that you are correct with the way things are set up. Can we discard the current 1Password on her iPad and reinstall it and re-sync it with everything. She does not need her own vault. That was originally set up so she didn't have to go through everything to get to the few she uses. We will put those in the favorites. I would actually prefer her to have immediate access. Being married a long, long time I am resigned to the fact that "what mine is hers, and what hers is hers." I use 1Password a lot not only for security but for ease of log-ins. Please advise if what I suggest is feasible. I would only do it if there was no chance in disrupting any existing 1Password files on our other devices. Everything is working very well with those.
Thank you again for your help,
Bill

Hi @billgronke

I mention this because I originally synced her iPad Pro and iPhone 6s to the 1Password that I had already established.

Gotcha. To clarify: are the two of you using an individual 1Password membership? If so, that's perfectly fine, I just want to further understand the setup you have so that we can provide the best path forward. Is your wife able to sign in at https://my.1password.com/, and if so does she see all of the data she expects to see in 1Password there?

What I suspect happened here is that she has a "Primary" (standalone-type) vault on her iPad Pro, which is not part of the 1Password account. The way unlocking 1Password 7 works is:

• If a Primary vault exists 1Password will always unlock using the Master Password for that vault. This supersedes all of the following rules.
• If a single 1Password.com account is logged in then 1Password will unlock using the Master Password for that account.
• If multiple 1Password.com accounts are logged in then 1Password will unlock using the Master Password of the first account that was added.

My suspicion is that her iPad Pro is configured with the first scenario, and all other devices in question are configured in the second scenario. If that is the case, and if all of her data is stored in the 1Password account (not the "Primary" vault which it seems is only on the iPad Pro) then reinstalling and signing into your 1Password account would be the fastest way forward. I would recommend printing a copy of the Emergency Kit for the account to help facilitate this (and also to help prevent any situations in the future):

Get to know your Emergency Kit

I hope that helps!

Ben

Thank you for your speedy reply. On my wife's iPad Pro she cannot access 1 Password. For example when she goes to the bank to pay a bill the 1Password screen comes up and asks her for her password. Regardless of what she enters, it says incorrect password. Prior to that, sometimes when the 1Password screen appeared it had a little fingerprint logo and tapping that allowed access with your fingerprint. That logo doesn't appear. What is interesting her 1Phone (XsMax with facial recognition) works fine. My 1Phone XsMax, iPad Pro and iMac all work fine. I mention this because I originally synced her iPad Pro and iPhone 6s to the 1Password that I had already established.

I would be perfectly willing to re-install and resync the 1Password app in her iPad Pro if you think that would be the fastest fix.

I have been a 1Password user for many years and am very pleased with the program. It is excellent and certainly deserving of all the awards including those of the tech support.
Thank you again,
Bill

Hello @billgronke! 👋

I'm sorry to hear that your wife is having trouble with Touch ID on her iPad Pro. Sometimes Touch ID can expire on an iPhone or iPad and you can re-enable Touch ID by entering your 1Password account password.

You said that your wife is being asked for her user ID and Password. 1Password should only ask for your wife's 1Password account password when Touch ID expires, can you tell me a little more about what you're seeing on her device? Is your wife being asked for her 1Password account password when she taps on the 1Password icon on her iPad Pro's home screen?