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

aaronmorgan Please submit a diagnostic report for the team. Here's how: Open 1Password. Press Command and Comma (Control and Comma on Windows). The 1Password Preferences/Settings will open. Select Advanced. Select Send Diagnostics. Select Reveal to locate the report in your Downloads folder. Attach the diagnostics to an email message addressed to support+forum@1password.com. Your forum username: aaronmorgan A link to this thread: https://1password.community/discussion/147141/macos-touch-id-no-longer-working-that-didnt-work#latest Please do not post your diagnostic report to the forum. This is for your privacy and security. You should receive an automated reply from our BitBot assistant with a Support ID number. Please post that number here. Thanks very much!

I had this issue with my Mac after I added a 2nd finger to Touch ID. Removing it restored expected behavior with Touch ID.

dt27 and 1Pemikaadeo I'm happy that you were able to find a workaround for the issue that you're running into. Our development team is working on a permanent fix that they hope to release as soon as possible. Mais and scamden There are a few different situations with different causes and workarounds. So that I can identify the specific issue that you're running into, 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/147141/macos-touch-id-no-longer-working-that-didnt-work#latest Your forum username: username 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! BAF Thank you for sending in the diagnostics report, I can confirm that it's made it to the right team and that my colleagues will send you a reply via email soon. Please continue the conversation there. -Dave ref: BUW-85174-326

Thanks for the follow-up! I've submitted the email and have gotten the response: Your support ticket ID is DTS-38975-398

Thanks so much. ref: DTS-38975-398

macOS Touch ID No Longer Working: "That Didn't Work"

43 Replies

GreyM1P
1Password Team
10 months ago
diegolinke – There isn't a known issue that I'm aware of which would account for that behaviour, so send us an email at support@1password.com and we can look into what's happening in your specific case. :)
diegolinke
Occasional Contributor
10 months ago
I am also facing this issue with 1Password mac 8.10.52. If I restart the Mac, the Touch ID will resume working. Is it a bug?
1P_Dave
Moderator
11 months ago
jamiehilder

Thank you for posting the Support ID, I can confirm that your email made it to the right team. One of my colleagues will send you a reply via email soon, please continue the conversation there.

-Dave

ref: GSH-61481-822
jamiehilder
New Contributor
11 months ago
My support ticket id is GSH-61481-822
GreyM1P
1Password Team
11 months ago
jappleseed – I can see that the team have replied to your email. We'll continue the conversation with you there.
jappleseed
New Contributor
11 months ago
My support ticket ID is JDH-89121-886
1P_Dave
Moderator
11 months ago
sbauer

Thank you for posting the Support ID. I'm happy that you were able to get things working again. If you have any questions, or Touch ID stops working when you add another fingerprint, then let us know.

-Dave
sbauer
Occasional Contributor
11 months ago
I managed to fix it by removing all fingerprints and adding only one. Thanks to the forum and your time.
sbauer
Occasional Contributor
11 months ago
Your support ticket ID is FGW-34545-818
sbauer
Occasional Contributor
11 months ago
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.