Intermittent Passkey Failure & How to Fix

remixprimmer
remixprimmer
Community Member
edited November 21 in 1Password in the Browser

I notice that Safari passkey usage on applicable sites gets stuck immediately and I can't use a passkey to login.

Am I doing something wrong or is this a bug I can fix?

EXAMPLE
I have a Paypal account with successfully added passkey. As soon as I load the login page there, it shows a modal dialogue that gets stuck: "Sign in with a passkey / Unlock 1Password" (see attached screenshot 1) below).

If I click the Unlock... button, nothing happens while my 1Password app IS already open and unlocked. If I hit the x in the corner to close the dialogue and then try the Paypal Log In button, it starts over with the useless dialogue.

MORE ODD BEHAVIOR
If I then hit my Command-Backslash keys to prompt 1Password to activate, another modal appears for asking to use a QR code with a separate device or a physical security key. This is NOT helpful as I simply want 1PassWord to use the passkey it has stored for Paypal.

As far as I know the login entry in 1PassWord for Paypal is complete with passkey set and correct URL, etc.

OLD PASSWORD REQUIRED
Ultimately, I have to select Try another way link and revert to my old password to login.

EXPECTED BEHAVIOR
I'd expect that going to a login page for a passkey enabled site, and then hitting the Command-Backslash key on my Mac, would trigger an immediate login like 1PassWord always has with password except using the passkey.

Secondary desired behavior would be that if passkey fails, then 1PassWord would be smart enough to fall back to old password/2Auth number, but I assume that requires a complex choreography with the website and the browser so probably is impossible currently.

INTERMITANT
Seems some other websites work fine with passkey while others have a similar problem. I don't have examples yet unfortunately, just knowledge that this happens sometimes.

iOS WORKS
iPhone 13 Pro via iOS 18.1 on latest 1Password 8 does work with Passkey on Paypal.

LATEST VERSIONS
Using latest 1PassWord 8 via Family account plus latest versions of macOS, Safari, and extension.

SCREENSHOTS
1)

2)

1Password Version: 8.10.52
Extension Version: 8.10.52.25
OS Version: macOS 15.1.1
Browser: Safari 18.1.1

Comments

  • EvonG1P
    EvonG1P

    Hello, @remixprimmer. Thank you for writing in. I'm sorry about the trouble you're encountering with 1Password.

    So that I can take a closer look at the issue you are experiencing, I would like to request that you send us some information to support+forum@1Password.com. With your email, please include the following:

    1. First, please recreate the issue you are experiencing.
    2. Generate a diagnostic report from the 1Password app and the 1Password extension using the steps here -> How to send a 1Password diagnostics report
    3. Attach both files to your email.

    You should receive an automated reply from our BitBot assistant with a Support ID number. Please post that number here, and I will be able to locate your message and ensure it has reached the right place. Thank you!

    -Evon