I cannot access 1Password on my iPhone since I updated to 1Password version 6.4.4

cbcd

Hello & regards.

I updated my iPhone version of 1Password to version 6.4.4 a few days ago. I purchased my IOS 1Password from the Apple App store.

Now I cannot access the app, more particularly, I cannot access my password vault.

Before the update I would enter my security ID and be taken to my vault.

I don't see that screen anymore.

Instead I am asked to sign into a family or team password account, or to set up a new vault.

How do I access my vault now? I am concerned.

Thank you.

---

1Password Version: 6.4.4
Extension Version: Not Provided
OS Version: IOS 9.3.4
Sync Type: Not Provided

Ben

Hi @cbcd,

Welcome to the forums! I'm sorry to hear about the trouble. :(

I have a few questions that will help us help you get back on track:

• Did you uninstall/reinstall 1Password? Or restore your phone?
• How do you sync your 1Password data?
• Do you have a backup of your 1Password data?

1Password backups

Thanks.

Ben

cbcd

Thank you for your speedy response.

I neither uninstalled/reinstalled 1Password nor restored my iPhone.

I use 1Password strictly on the iPhone app, so I don't sync my data across platforms.

I have the data backed up, I assume, in the most recent full backup of my iPhone.

I hope this is helpful.

Drew_AG

Hi @cbcd,

I'm so sorry for the delay in getting back to you about this! Assuming you're still having the same problem, we'd love to continue helping you with that.

I updated my iPhone version of 1Password to version 6.4.4 a few days ago. I purchased my IOS 1Password from the Apple App store.

Do you happen to recall which version you had been using before you installed 6.4.4? Was it an earlier release of 1Password 6, or is it possible you had previously been using a much older version, such as 1Password 3?

The reason I ask is because 1Password 3 and 1Password 6 are separate apps. If you had been using version 3 and then installed version 6, you would actually have 2 different 1Password apps on your iPhone. If that's what happened, please find the older version on your iPhone and open it - does it have your data?

Before the update I would enter my security ID and be taken to my vault.

Do you mean you were asked to enter either a Master Password or a PIN Code? (Or possibly an Unlock Code?) I don't believe 1Password has ever requested a "security ID" to unlock the app, so I just wanted to be sure I understand what you meant.

Instead I am asked to sign into a family or team password account, or to set up a new vault.

Are you seeing the same thing as in this screenshot?

You should only be seeing that screen if it's the first time you're setting up 1Password 6 on that device (or if you had deleted & reinstalled 1Password 6, which is why Ben asked about that). If you were using an earlier release of version 6 and simply installed the latest update, I don't know why that would happen.

I have the data backed up, I assume, in the most recent full backup of my iPhone.

Do you backup your iPhone to iCloud or to iTunes on a computer?

Thanks in advance! :)

cbcd

Drew - Thank you for your response.

The version I used to have on my iPhone was 5.4.3.

I used it as a stand-alone app on my iPhone.

The only change I made, as far as I can recall, was to update the app as part of the Update All function on my iPhone.

I used to be asked to enter my security code - I don't remember whether it was called a Master Password or a PIN code.

The screen that I see now, after the update, is indeed the one you show in your response above.

I do back up my iPhone to a computer. That's how I know the version I was using before was 5.4.3.

Please let me know if you have any more questions.

AGAlumB

@cbcd: Oh dear. I'm really sorry about that! I'm not sure why the App Store update process would reset the app completely. Have you tried restarting your iPhone to see if it's a temporary glitch?

Unfortunately the only way to recover the data would be restoring from a backup. There's some bad news here, I'm afraid. While you should be able to restore from an iTunes/iCloud backup, that's incredibly troublesome and not particularly reliable in my experience. But as a last resort, it should include your data as part of the device backup.

The other, better option, would be to restore using a 1Password backup. But I fear that if you didn't sync your data you may not have saved a backup of it either. Do you have your data on any other devices? Please let me know what you find!

cbcd

I think I'm screwed.

I have a backup of 1Password - version 5.4.3 - as part of my general iPhone backup in iTunes on my PC.

But when I try to restore that version from the backup to my iPhone, I am again taken to the unfamiliar (to me) screen that asks me to sync with an existing 1Passowrd vault or to create a new one.

Any other ideas before I give up on 1Password?

Thank you.

AGAlumB

I have a backup of 1Password - version 5.4.3 - as part of my general iPhone backup in iTunes on my PC. eBut when I try to restore that version from the backup to my iPhone, I am again taken to the unfamiliar (to me) screen that asks me to sync with an existing 1Passowrd vault or to create a new one.

@cbcd: I'm really sorry for the trouble you're facing here. Unfortunately it isn't possible to restore an individual app from an iTunes or iCloud device backup (unless Apple has a way). You'll need to do a full restore to access any of that data. That's why we include a backup/restore feature in 1Password itself: it's a lot more convenient and we have more control over the reliability as well.

The screen you're describing is just the initial setup screen you'll get any time 1Password is installed from the App Store. Have you tried restoring from the iTunes backup, but you're still running into this same issue? If iTunes has failed to backup and/or restore the data, that's definitely not good news, but perhaps Apple could help with that process. Please shoot us an email at support+forums@agilebits.com with a link to this discussion and any additional details about this that you can provide. I'm not certain what other options are left, but we'll see if we can come up with something.

cbcd

Thanks for your response. I'll send you the email you suggest.

AGAlumB

@cbcd: Thanks! Once you send the email, please post the Support ID you receive here so we can connect the dots. :)