Can't change 1Password PIN

thedanbob

I had a PIN set in 1Password on my iPhone 5. I tried to change it by turning off the PIN setting, turning it back on, and setting a new PIN, but it still only unlocks with the old one.

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1Password Version: 6.0
Extension Version: Not Provided
OS Version: iOS 9.0
Sync Type: Not Provided
Referrer: forum-search:pin

eva_s

Hi @thedanbob,

Yours is a tough issue because I have been able to replicate it on my iPad 3, but none of my colleagues have been able to replicate the issue. We appreciate your patience while we try to figure out why only some of us are seeing the issue and not others.

I have reported the bug to our developers because I am seeing it too, but unless they can replicate it on their own devices, fixing it may be a challenge. However, we will do our best to get to the bottom of it.

thedanbob

No worries, I remembered my original PIN so I can just use that for now.

peri

Thanks for the update, @thedanbob. I'm glad to hear that you were able to remember your old PIN for the meantime.

I have not been able to reproduce this issue myself, but it seems that Eva was able to. Hopefully our developers will have some luck in reproducing this issue, so that they can get it resolved.

Let us know if you have any further questions or problems. Thanks!

reitermoritz

I have exactly the same problem that @thedanbob describes.

I use 1Password on a MacBook Air (mid 2012), an iPhone 5 and an iPad mini (1st generation). The problem occurs on the iPhone and the iPad equally. They are both running iOS 9 and I sync via iCloud.

Please let me know if I can contribute any further information that could help to get this fixed.

Ben

Hi @reitermoritz,

I'd like to ask you to try changing your PIN, then immediately after create a Diagnostics Report from your iOS device:

https://support.1password.com/diagnostics/ios.html

Attach the Diagnostics Report to an email message addressed to support+forum@agilebits.com.

Please do not post your Diagnostics Report in the forums, but please do include a link to this thread in your email, along with your forum handle so that we can "connect the dots" when we see your Diagnostics Report in our inbox.

You should receive an automated reply from our BitBot assistant with a Support ID number. Please post that number here so we can track down the report and ensure that it is dealt with quickly. :)

Once we see the report we should be able to better assist you. Thanks very much!

Ben

reitermoritz

Hi Ben,

thanks for your response!

I just sent you the report. Here's the support ID I got: [#HET-66413-133].

Cheers,
Moritz

Ben

Thanks Moritz. I've flagged your diagnostic report for review. We'll reply via email once we've had a chance to review it and come up with the next step. :)

Ben

ref: HET-66413-133

Eric_H

Same issue here.

Tried to change my pin, but won't work.
Device is an iPhone 5 running on the latest ios.

Hope this issue is solved quickly

Jacob

@Eric_H Thanks for letting us know. We've been able to find the issue in the app and an update with a fix is currently processing in the App Store. It should be live sometime today! :)

thedanbob

Awesome, got the update and successfully changed my PIN. Thanks!

Jacob

@thedanbob Glad to hear it! Let us know if you have any other questions. :)