Touch ID not Woking

ScottGiblin
ScottGiblin
Community Member
in iOS

I am just having one problem which I need some help with, which is Touch ID doesn't work it popped up for me to sent up the other day whilst I was in the middle of doing something else and when I tried to put my thumb on the icon for what I thought was to register my thumb print it didn't register so I closed it or cancelled it and just as I did it showed the outer edge of my thumb. So where do I go from here? How can I reset Touch ID so it works with 1Password?

Comments

  • Rad
    Rad
    1Password Alumni

    Hi @ScottGiblin,

    Thanks for taking the time to write in :+1:

    Please try and enter you Master Password to unlock 1Password, then go to Settings > Security and make sure that Touch ID is enabled.

    To test it, you can enable "Lock On Exit", leave 1Password by passing on the Home Button, then come back to 1Password. 1Password should be locked and you should see the Touch ID prompt.

    For more information, you can consult our Improved locking in 1Password 5.5 for iOS blogpost.

    Hope that this helps.

  • ScottGiblin
    ScottGiblin
    Community Member

    Hi Rad,

    Thank you for coming back to me on this. I had already got everything set up as you suggest. My issue is when I try to use Touch ID it straight away comes up saying cancel Touch ID and I have to put my main 1Password password in to open the app how do I reconfigure my 1Password app Touch ID sign in process?

    Kind Regards,

    Scott

  • Jacob
    Jacob

    @ScottGiblin This has happened to me a few times as well, on Dropbox and other apps too. Usually inputting the Master Password will get things running but if it doesn't, close all the apps you have open and restart your iOS device. That should do the trick.

  • ScottGiblin
    ScottGiblin
    Community Member

    Hi Penderworh,

    I have tried what you suggested but unfortunately it has made any difference. It still just says the following:
    Touch ID for
    "1Password"
    Unlock 1Password
    Cancel

    Thanks,

    Scott

  • Ben
    Ben

    Hi Scott ( @ScottGiblin ),

    I'd like to ask you to 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

This discussion has been closed.