Trouble signing into Fidelity.com account

jeff4645joanjeff4645joan
Community Member

Unable to sign into Fidelity.com account from LG G3 smartphone since yesterday's Lollipop 5.01 software upgrade. Have reset user name and password using computer. Successful logging on thru computer. Smartphone synched but still unable to log on thru smartphone.

Comments

  • saadsaad

    Team Member

    I created a dummy account and I was able to perform login filling on https://login.fidelity.com/ using 1Password's internal browser. Are you performing login filling through the internal browser or using the 1Password keyboard?

  • jeff4645joanjeff4645joan
    Community Member

    Using internal browser.

  • saadsaad

    Team Member

    Thanks for confirming that for us. I didn't have an issue with filling in the internal browser. Do you have the URL for your Fidelity login item set to https://login.fidelity.com/ftgw/Fas/Fidelity/RtlCust/Login/Init ?

  • jeff4645joanjeff4645joan
    Community Member

    Yes. I also deleted the 1Password app from my cell phone, reinstalled, and resynced. No change. Sign in still failing.

  • periperi

    Team Member

    Hey @jeff4645joan. Thanks for the update.

    So far, we've been unable to replicate this issue using the 1Browser on our devices. Are you syncing with another device (Mac or PC)? If so, I'd like you to recreate the login item using the browser extension on a computer. Make sure to use this URL:

    https://login.fidelity.com/ftgw/Fas/Fidelity/RtlCust/Login/Init

    You could also recreate the login using 1Password on your Android.

    One other thing I'd like to mention--are you aware of our new in-app filling feature? We've recently added a custom keyboard and accessibility service which allow you to fill your logins into any app, including your preferred browser. You can read more about that here:

    https://support.1password.com/android-automatic-filling/

    Let us know if you continue to have problems, or if you have any further questions!

  • jeff4645joanjeff4645joan
    Community Member

    I'm synching with an iMac via Dropbox. I've confirmed the URL is as you have listed. No reason to recreate as it works from the computer. I've "turned on" the 1Password accessibility feature on my cell. Phone showed it went through another synching process thereafter. Not clear what it is this feature is supposed to do. The appearance of 1Password on my cell is no different. I don't see any keyboard per se. Why would I want to use a keyboard anyway? Part of the reason for 1Password is to eliminate the use of a keyboard and facilitate the sign-on process automatically. Obviously I'm missing something here. Regardless, I signed back on to 1Password through app on my cell and tried to sign on to Fidelity again. No change. Still failing. I'm not sure this writing notes back and forth is very effective. Anyway we could troubleshoot this via a phone call?

  • saadsaad

    Team Member

    We can certainly schedule a phone call with you if you are interested. Just send us an email and we will give you the necessary information to schedule a phone call with us: support+android @ agilebits.com

    The accessibility setting is part of 1Password's filling feature which also includes a custom 1Password keyboard. This feature allows you to fill your login information in external applications and web browsers, such as Chrome. We written a guide to help our users understand the filling feature and how it can be enabled. Please have a read through the guide and let us know if you have any specific questions!

This discussion has been closed.