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Fooligan's avatar
Fooligan
Contributor
2 years ago

Face ID Unlock In iOS App

I have both my personal account and passkey test account in the iOS 1Password application. I am noticing that the passkey enabled account doesn’t always unlock when opening the app after authenticating with Face ID. I have to select the passkey enabled account in the drop-down and tap the ‘Sign in with passkey’ button.

Is this the normal behavior? Or am I doing something to cause the account to log out periodically?

1Password Version: Not Provided
Extension Version: Not Provided
OS Version: Not Provided
Browser: Not Provided

passkeys
  • GreyM1P's avatar
    GreyM1P
    Icon for 1Password Team rank1Password Team
    2 years ago

    Thanks Fooligan – your email is with the right team, and they'll reply to you as soon as they can.

  • Fooligan's avatar
    Fooligan
    Contributor
    2 years ago

    I just received the automated email. The support ID in the subject is #XTR-36145-138.

    Nick

  • Fooligan's avatar
    Fooligan
    Contributor
    2 years ago

    Hi GreyM1P

    I emailed a report to the email address in your previous post, but I never received an automated response. Let me know if you need more information.

    Nick

  • Fooligan's avatar
    Fooligan
    Contributor
    2 years ago

    GreyM1P I will do that. I ended up removing all of my accounts from the app and re-signing into everything. I will submit the diagnostic report if the issue occurs again.

  • GreyM1P's avatar
    GreyM1P
    Icon for 1Password Team rank1Password Team
    2 years ago

    Fooligan

    Sorry to hear you're still having trouble. It sounds like it'll be best if you can send us a diagnostics report so that we can look into what's going on here.

    ☞ How to send a 1Password diagnostics report

    Attach the diagnostics to an email message addressed to support+forum@1password.com.

    ⚠️ Don't post your diagnostics report here.

    With your email please include:

    You should receive an automated reply from our BitBot assistant with a Support ID number.  Please post that number here.  Thanks very much! :)

  • Fooligan's avatar
    Fooligan
    Contributor
    2 years ago

    Hi GreyM1P

    I wanted to follow up that this condition continues to occur. I have tried your recover procedure several times, but it doesn’t seem to stick.

    Thanks.

  • Fooligan's avatar
    Fooligan
    Contributor
    2 years ago

    Hi GreyM1P

    I have followed this procedure and everything appears to be working. I will report back if the behavior reverts back.

  • GreyM1P's avatar
    GreyM1P
    Icon for 1Password Team rank1Password Team
    2 years ago

    Hey there Fooligan

    Both accounts should unlock at the same time if you're using Face ID, so no, that's not normal behaviour. I'd recommend turning off Face ID in 1Password's Settings > Security, then lock and unlock 1Password (either account should be fine), and turn Face ID back on.

    Then, when you've turned Face ID back on, tap the account and collection chooser (the icon in the top-left corner) and choose Lock. Unlock your passkey test account first, then tap the chooser again and tap your other account, unlocking it with its account password.

    After you've unlocked both accounts manually, tap the chooser again and tap Lock. You should then be able to unlock both accounts using Face ID.

    Let me know how that goes and we'll be here to help if you need us. :)

    — Grey