No Touch ID Icon at login on iPhone

tom_austin

When I try to login on my iPhone no touch ID icon appears. In 1password settings I have Touch ID activated. I have 1 password 6.5, iOS 9.25, iOS touch ID enabled on iPhone 5s. Touch ID works on this iPhone 5s. How can I get the touch ID icon to appear ?

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1Password Version: 6.5
Extension Version: 4.5.2
OS Version: iOS 9.25
Sync Type: iCloud
Referrer: ug:ios/, ug:ios/touch-id, kb:touch-id-faq

hawkmoth

@tom_austin - Could please check your versions again. The current release for 1Password for iOS is 6.2.2. The current release of the iOS operating system is 9.2.1. And the extension version your report must be for a Mac installation, not iOS.

I know this doesn't advance your issue, but it will help those who will help you to have accurate version numbers.

tom_austin

You are correct on my iPhone i have 6.2.2

tom_austin

I need to make another correction. I have iOS 9.21 on iPhone. As stated above, 1Password Ver. 6.22. So sorry about this.

Ben

Hi @tom_austin,

Sorry for the delay in getting back to you. Thank you for posting the corrected version numbers. Please try this:

• In 1Password under Settings > Security toggle Touch ID to OFF
• In the Settings app under Touch ID & Passcode toggle iPhone Unlock to OFF
• Restart your iPhone (instructions)
• In the Settings app under Touch ID & Passcode toggle iPhone Unlock to ON
• Restart your iPhone again
• In 1Password under Settings > Security toggle Touch ID to ON

I hope that helps!

Ben

tom_austin

I did exactly as you described above. 1) Switched off Touch ID in iPhone and app.
2) Turned off iPhone
3) Switched on Touch ID in iPhone and app
4) Turned off and turned on iPhone
NO Touch ID Icon appears at login.
Thanks anyway
Tom

tom_austin

I made some changes (?) to 5s iPhone settings--passcode. I made some changes (?) to 1password settings--security. Touch ID Icon now appears at login. Thought I would let you know. I must of had an inaccurate setting. Thanks

Ben

Thanks for the update, @tom_austin. If there is anything else we can do, please don't hesitate to contact us.

Ben

tom_austin

The Touch ID worked only for about 15 minutes and then stopped. There is now no Touch ID at login. I made no additional changes on the iPhone. The Touch ID on this 5s iPhone does work on the American Express App. I feel the problem is with my iPhone and can only be corrected with a new iPhone.
Thanks for your concern.
Tom

Ben

Tom,

It is possible that is the case, but if you'd like us to take a look and see if we can see anything with 1Password itself, we'd be happy to take a look 'under the hood.'

I'd like to ask you to create a Diagnostics Report from your iOS device:

(iOS) Sending Diagnostics Reports

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

tom_austin

You have gone above and beyond the call for the amount of time and effort on this minor problem. Thank you so much, I deeply appreciate this. I could not find an email address in the support forum. If you will post the email address I will forward the diagnostic report. Thanks
Tom

Ben

Hey Tom,

No worries! The email address is in my post, directly above yours.

Ben

tom_austin

I did send diagnostic report with my email, [# title] , In Discussion-------No Touch ID, Tom.austin
Thanks
Tom

Ben

Thanks Tom. What support ID did you get back from BitBot?

Ben

sjh3n

.

Ben

Hi @sjh3n

Is there something we can help with? It appers you've simply posted a "."

Ben

sjh3n

Sorry. I posted an issue that seems to have resolved itself and I couldn't find a way to just delete my post. Thanks for checking in!

Ben

No problem. Glad to hear it worked itself out. Have a good evening!

Ben