Cannot not unlock account

msksf

I just did the update of iOS to 10.2.1 this morning. I find myself locked out of my 1password account? Phone is an Iphone 7+.

1password version is 6.5.1

What is this? Why is it insisting on a master password instead of taking the thumbprint? Was fine until the iOS update.

Not accepting iTunes password. Not accepting the iPhone password. Not prompting for fingerprints either.

Just look through the password keychain via Safari Settings, and I can see nothing relating to 1password.

How do I unlock my account?
Why Is there no request to reset my password feature.

Why is it not excepting either the password to unlock the iPhone, or even my fingerprints?

How do you expect me to believe in your product if you have no ability to give people access in the event of something is standard as a reboot! Taken money my money for this app, and now locked me out my passwords.

You provide a product that is meant to simplify our lives in terms of remembering our passwords. This is not simplification. This is stress.

Either please explain this, or fix this. If you refuse to do so please get my passwords out and then refund me my money

msksf

And now we find out if there's a problem with 10.2.1. Where The touch ID was disabled by the iOS update. Can you please create an emergency fix to enable touch ID from the iPhone settings sections than from the 1Password App

msksf

Potential problem that touch ID was disabled.

Ben

Hi @msksf,

Thanks for taking the time to write in. I'm sorry to hear about the trouble.

Let me start by saying it is critically important that you memorize your Master Password. Even when using Touch ID to unlock your data is still encrypted and can only be decrypted by your Master Password (Touch ID grants you access to these credentials: https://support.1password.com/touch-id-security-ios/ ). If the credentials are cleared from the iOS keychain for any reason (e.x. switching to a new phone, iOS update, etc) you will be required to enter your Master Password to access your data. There is no way around this. Only you know your Master Password and it cannot be reset.

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

Ben

msksf

Well, The flaw in your customer service system, and a flaw your product. I strongly suggest you move the touch ID capability to be within the iPhone settings panel.

I also suggest you come up with a way for people to recover their information. Be at through sending us an email with emergency were covered details or something.

There is no excuse for this, touch ID was disabled because of an iOS update, and your application decides to lock us out. And You don't see any need to find rectification or find a resolution to this. Seriously? Is your product engineering focused, or customer focused? I thought it was customer focused, although it seems to be more engineer focus.

I looked at my iCloud keychain, and every single website password is stored there. But the account key, and anything to do with 1password is missing - clearly there is an issue in terms of how you write to the iCloud/Apple Keychain.

I expect you to figure out a way to either find a way to resolve this, not just for me but for everybody else…do the right thing, start issuing refunds

msksf

I quote the link you sent above.

"1Password removes the secret from the iOS Keychain:

When your fingerprint isn’t recognized three times in a row,"

So in this case, 1password did me a disservice

Ben

There is always a fine balance between security and convenience that we have to try and achieve. We offer customers the ability to tweak this balance, to an extent, using the security settings within 1Password (such as the ability to turn on Touch ID). Regardless the foundation of 1Password is in the security of the Master Password that you choose, and you do have to remember that in order to access your data. That password is never sent to us.

Our 1Password.com Account services do offer the ability to recover from forgotten Master Passwords, through the use of another administrator on your account. Even in these circumstances AgileBits cannot recover your data (any ability we had to do so could be used against you should we be compelled to do so). You can read more about this option here:

Recover accounts for family or team members

This option would require a 1Password Teams or 1Password Families account, with at least a second user added with recovery abilities.

As for your situation, I'd recommend reviewing this guide:

If you forgot your Master Password or you can't unlock 1Password

Thanks.

Ben