Help - IOS Version on IPhone 6 Frozen

richie
richie
Community Member
in iOS

I have the pro version of 1Password on iPad and IPhone. The iPhone version froze and would not allow me to enter my pass word or use Touch ID. I had no option but to delete the app and reinstall it, thinking all would be fine as synced with the cloud.

However, when setting up the iPhone app again it has found the data in the cloud, but will not accept the correct password. The same password is working fine on the iPad. I primarily want to use the iPhone for this app, but now I'm locked out after the app originally froze.

Can anyone help please. Thanks.

Comments

  • Drew_AG
    Drew_AG
    1Password Alumni

    Hi @richie,

    I'm so sorry to hear about the problems you've had with 1Password on your iPhone!

    The iPhone version froze and would not allow me to enter my pass word or use Touch ID. I had no option but to delete the app and reinstall it

    Were you by any chance trying to use Touch ID immediately after opening the 1Password app, but before the Touch ID prompt appeared on the screen? If so, you can avoid this problem by waiting until you see the prompt for Touch ID before scanning your fingerprint. But if it happens again, you don't need to delete & reinstall the app - instead, just double-click the Home button and swipe up on 1Password to force quit, then reopen 1Password (you can also try rebooting the device if for some reason that doesn't help).

    However, when setting up the iPhone app again it has found the data in the cloud, but will not accept the correct password. The same password is working fine on the iPad.

    Had you ever changed your master password on your iPhone or iPad? If so, you can try entering your previous master password (if you still remember it). There was a bug with iCloud sync that our developers fixed a while ago, which may have caused a master password change to not sync correctly.

    Alternately, if you have all your latest data in 1Password on your iPad, you can try these steps:

    • On your iPad, open 1Password and go to Settings.
    • Scroll down and tap Advanced, then scroll down and tap Erase iCloud Data (confirm you want to Reset iCloud Data).
    • When you see a message confirming iCloud data has been reset, tap OK.
    • Go to Settings > Sync > Start Syncing > Sync with iCloud.
    • Follow any additional steps to complete the setup, then allow the sync to complete.

    Once the sync has completed, try again to sync with iCloud in 1Password on your iPhone. It should accept the master password this time. If you still have trouble with that, please let us know and we'll take it from there. Thanks!

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