Password doesn't work on iPhone but does on Mac

cemery

New iPhone 7
Have families account
Working great for 3 weeks on two mac, two iphones, two ipads.

Now - one iphone only - won’t accept password

deleted from iphone
Downloaded app through app store
reinstalled
worked fine
next try - locked up again.

Please help - this is a critical part of our ecosystem
thank you

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1Password Version: 6.3.3
Extension Version: 4.5.9
OS Version: 10.11.6
Sync Type: 1Password cloud

cemery

Was hopeful after restoring iPhone from Back up as iPass opened and I could set up Touch ID.
Worked fine
But, when Touch ID didn't work and was presented with keyboard log in - didn't work.
Tried Master password but no good.
Oddly, the 1Pass log in screen, didn't prevent the Thumbprint icon.

Have reinstalled.
All is fine with 1Pass on two macs, one iPhone 7 and three iPads.
I know you guys will fix this.

Ben

Hi @cemery,

Thanks for taking the time to write in. I'm sorry to hear about the difficulty on the iPhone 7.

Here is what I would recommend:

1) Uninstall 1Password on the iPhone 7
2) Reinstall 1Password but do not restore a backup: iTunes App Store
3) Sign into your 1Password Families account using your printed Emergency Kit
4) Enable Touch ID

Please let me know how that turns out.

Ben

cemery

Hi Ben - thanks for the response - this is a freak out as I depend so heavily on 1Pass and your execution has always been flawless - love your cloud sync - DBox and iCloud weren't great.

What you describe above, I've done 5 times - but I used the OCR scan from my Mac - when setting up new device.

Am trying hand type now

cemery

actually trying OCR first from emergency kit

cemery

same result - downloaded fresh App store copy
Uninstall through iTunes
Touch ID worked
But if Touch ID doesn't work, it presents with keyboard sign in and Touch ID
Keyboard sign in doesn't work
After denial, the touch ID Icon disappears

Just did hand type from Emergency Kit - same results

Ben

@cemery,

Are you able to sign in at the below link using the details from your Emergency Kit?

1Password

Please let me know.

Ben

cemery

yes, just logged in
1Pass working normal on 5 other devices

cemery

did hard iPhone reset
sorry but I have to leave for a couple hours

cemery

not sure what else to do?
dread the thought of wiping the phone

Ben

@cemery,

Does it happen reliably that:

Uninstalling / reinstalling the app and signing into your account allows you to login
After activating Touch ID you are able to login but only with Touch ID and then at some point Touch ID stops working and prompts you for your Master Password
Once Touch ID stops working you are no longer able to login with your Master Password

Is that is the case what happens if you never turn on Touch ID?

Ben

cemery

Hi Ben - thanks for your diligence.
Just did - no touch - but still no luck

Ben

So to be clear: you add your account typing in your Master Password, and then the next time you launch the app you're unable to unlock it using that same Master Password?

And this happens every time you uninstall / reinstall the app?

If that is the case can you please tell me if your password has any characters in it that do not show up here:

And also what language your phone is set to?

Ben

ref: FES-49258-197

Ben

@cemery,

It looks like you've been having an email conversation with us as well. To avoid a duplication of efforts I'm going to close this thread and we can continue via email. Thanks.

Ben