1password seems to have moved from wanting thumbprint recognition to a password

angela_titchmarsh
angela_titchmarsh
Community Member
in iOS

I've never used my password for it - hence I've forgotten it. I keep 1password on my phone and can't access it. Help!

1Password Version: Not Provided
Extension Version: Not Provided
OS Version: Not Provided
Sync Type: Not Provided
Referrer: forum-search:I can't open 1password as it seems to have moved from wanting thumbprint recognition to a password

Comments

  • Ben
    Ben

    Hi @angela_titchmarsh

    Thanks for taking the time to write in.

    Your 1Password data is always encrypted using your Master Password, even when using Touch ID or a PIN for authentication. All the Touch ID / PIN does is give 1Password access to your Master Password stored in the iOS keychain. If for whatever reason the Master Password is no longer stored in the keychain then you'll instead be prompted for the Master Password.

    Do you see a fingerprint icon on the 1Password unlock screen? One like this?

    (Photo credit: iMore)

    If so, please tap it to bring up Touch ID authentication. This will allow you to access the app, but it is still critically important that you try to remember your Master Password.

    If you do not see such an icon then you will need to remember your Master Password in order to proceed:

    Change or recover your Master Password

    I hope that helps. Should you have any other questions or concerns, please feel free to ask.

    Ben

  • mrma2854
    mrma2854
    Community Member

    I have the same problem, no option to open the app using Touch ID even though I've set the app setting to allow it. There is no fingerprint icon showing up when opening the app, either. Please help. Thanks!

  • Megan
    Megan
    1Password Alumni

    Hi @mrma2854,

    I’m so sorry to hear that you’re having this problem as well! Ben’s link in the reply above should help you as well. As he mentions, Touch ID is great for quick access to your database, but it is not meant as a complete replacement for your Master Password. You should always remember this password.

  • mrma2854
    mrma2854
    Community Member

    Hi Megan,
    Thanks for your reply. I should clarify my problem. I know my master pw so I can access my data no problem. What I stopped seeing is an option to open the app using Touch ID. One day, I noticed the fingerprint icon under the master pw entry box is completely gone. So I'm forced to enter the master password each time now. I've checked the setting following Ben's suggestion and confirmed I have that turned on.

  • Megan
    Megan
    1Password Alumni

    Hi @mrma2854,

    Thanks so much for clarifying! Just to make sure we’re on the same page, could you let us know which version of 1Password you’re using? The version details can be found on the Settings screen, below the ‘Recommend 1Password’ option.

  • mrma2854
    mrma2854
    Community Member

    It's 6.4.3 and iOS is 9.3.3. Thanks

  • Megan
    Megan
    1Password Alumni

    Hi @mrma2854,

    Thanks for confirming that! We did have an issue in earlier versions where Touch ID was not showing up where it was expected, but that issue should be resolved prior to 6.4.3.

    Let’s see if we can narrow this down:

    • Can you tell me a bit more about when you’re noticing this? Is it happening all of the time or just occasionally?
    • Does it happen after you’ve used the ‘Lock now’ option in 1Password or after you’ve cancelled Touch ID?
    • What are your Touch ID settings?

    The more detail you can provide, the better!

  • mrma2854
    mrma2854
    Community Member

    Happens all the time whenever I need to open the app

    Not sure what you mean by your 3rd question.

    Thanks

  • Megan
    Megan
    1Password Alumni

    Hi @mrma2854,

    Let’s take a closer look at your system to see if we can determine where things are getting tangled up.

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

    Sending Diagnostics Reports (iOS)

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

    Please do not post your Diagnostics Report(s) 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(s) 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(s) and ensure that this issue is dealt with quickly. :)

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

  • mrma2854
    mrma2854
    Community Member

    Done
    [#BZD-11214-311]
    Thanks

  • Megan
    Megan
    1Password Alumni

    Hi @mrma2854,

    We've received your Diagnostics Report - thanks for sending it in! I've updated the email thread with the necessary details from this forum discussion so that it is easier for our support team to get up to speed with the issue. Someone from the support team will get back to you as soon as possible with some further information. We'll keep the conversation going directly via email to avoid complicating things between here and there. :)

    ref: BZD-11214-311

  • mrma2854
    mrma2854
    Community Member

    Great. Thank you Megan!

  • Megan
    Megan
    1Password Alumni

    Hi @mrma2854,

    :+1: :chuffed:

  • allah
    allah
    Community Member

    I have the same problem, is there any way to reset a password ?！ My iphone has been unable to enter the use 1password, I'm on my ipad Touch ID into 1password, but you can not change the master password! Because I have forgotten it! !

  • Megan
    Megan
    1Password Alumni

    Hi @allah,

    Please see Ben’s reply above. It explains why the Master Password is necessary, and how to change or recover your Master Password if necessary.

This discussion has been closed.