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Forum Discussion
Face ID stopped working and the app is not taking my master password which is correct. PLEASE HELP!
Hello. I have an iPhone XS and after successfully using the Face ID option to log into my account, I inadvertently clicked on use my password. The app, though, isn't taking my master password (that I know to be correct) and now does not give me the option to use Face ID so I am completely locked out. PLEASE HELP!
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Referrer: forum-search:https://1password.community/search?Search=Face%20ID%20stopped%20working%20and%20the%20app%20is%20not%20taking%20my%20master%20password%20which%20is%20correct.%20%20PLEASE%20HELP!
4 Replies
- 1P_Tommy
Moderator
Thanks for the update Selena.
No worries at all. We've all been there. By the way, welcome to the community.
- 1P_Dave
Hello @Selena! 👋
I'm sorry that you're unable to unlock 1Password on your iPhone. I'd like to ask you to create a diagnostics report from your iOS device:
Sending Diagnostics Reports (iOS)
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/138289/face-id-stopped-working-and-the-app-is-not-taking-my-master-password-which-is-correct-please-help
- Your forum username:
Selena - Please do not post your diagnostic report to the forum. This is for your privacy and security.
The report will be in zip format. 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
