iOS iPhone 12 no longer allows Facial Recognition

LeluEndUser
LeluEndUser
Community Member
edited September 10 in iOS

Hello,
Suddenly the facial recognition login disappeared from the mobile app (1password7) and unfortunately do not have my password; was unaware of the Emergency Kit (and steps) until after this happened. I do have my Secret Key but that's about it besides my email/username account info. I've tried everything.
I read a previous post that was similar that said if I didn't have the password, the only way to get past biometrics was to redownload the app and try again. Is that my next steps for getting me data back so I can better protect this from happening again?

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

Comments

  • Dave_1P
    Dave_1P

    Hello @LeluEndUser! 👋

    I'm sorry to hear you're experiencing issues with accessing your 1Password account. I know how important it is to be able to access your 1Password data, and I'm here to help you get up and running again as soon as possible. While Face ID is a convenience feature that allows you to unlock 1Password without always entering your account password, it doesn't replace your account password and you'll still need to enter your account password when Face ID expires.

    Once Face ID has expired the only way to unlock 1Password is by entering your account password.

    At 1Password, we value your privacy and security. Because of that, your 1Password account password and Secret Key are tools to decrypt your information and are only stored on your device. They are never transmitted to us.

    So that I can better understand the situation can you tell me the following:

    1. Do you use 1Password on any of your other devices and can you still access your data there?
    2. You mentioned that you had your Secret Key, can you confirm that you have a 1Password account? Are you using an individual account or 1Password Families?

    I look forward to hearing from you.

    -Dave

  • LeluEndUser
    LeluEndUser
    Community Member

    Hi Dave,

    Thank you for the quick response.
    1. I only recall using 1Password on my iPhone. (I've already tried a personal Win computer and no luck)
    2. Individual account & yes I have the Secret Key.

  • Dave_1P
    Dave_1P
    edited September 10

    @LeluEndUser

    Thank you for answering those question. Try older passwords, you can try as many different passwords and combinations as possible since there isn't a limit. If that doesn't work, here is a guide on what might help if you have forgotten your account password:

    If you still can't access your account, I recommend sending an email to support+forum@1Password.com so that our support team can assist further. After emailing in, you'll receive a reply from BitBot, our friendly robot assistant with a Support ID that looks something like [#ABC-12345-678]. Post that here, and I'll be able to locate your message and make sure it's gotten to the right place. 🙂

    -Dave

  • LeluEndUser
    LeluEndUser
    Community Member

    Hi Dave,

    EKA-82591-438

  • LeluEndUser
    LeluEndUser
    Community Member

    and another one JIC-17556-262

  • Dave_1P
    Dave_1P

    @LeluEndUser

    Thank you for posting the Support IDs. One of my colleagues has just sent you a reply, please continue the conversation over email.

    To prevent duplication of efforts, I'm closing this thread.

    -Dave

    ref: EKA-82591-438
    ref: JIC-17556-262

This discussion has been closed.