iPhone does not have option to sync

kelsie47

I have a PAID account and I do not use the Mac version - I only use 1Password on my iPad mini 4 and my iPhone 7. Both devices are up to date with their operating systems and with the iPassword application.
My number of entries is not consistent between the two devices. My phone does not have the SYNC option that my iPad mini has in the settings menu. All the other options are exactly the same except there is no option to sync on my phone... When I log in on my iPad, I see that it is showing that it is syncing, yet I am missing entries on my phone.
What is going on? Since I have paid for an annual subscription, I would certainly expect that my devices will sync and my passwords will be the same on the two devices. Since I use icloud to sync for everything else, I assume that's the best option...

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1Password Version: 6.7.2
Extension Version: ?
OS Version: 10.3.2
Sync Type: iCloud

Ben

Hi @kelsie47

Thanks for taking the time to write in. With a 1Password subscription account 1Password.com provides the sync service. A 3rd party service such as iCloud is not necessary or used. It sounds like your iPhone is signed into your 1Password account, but your iPad is not. Can you please check if this is the case? On the iPad open and unlock 1Password then navigate to Settings > 1Password Accounts. Do you see your account listed there?

If you are not signed into your account on your iPad, then we'll want to get that fixed up. Can you please confirm if all of your data exists on the iPhone? If it does please uninstall and reinstall 1Password on the iPad, and sign into your 1Password account when prompted.

If it does not... we'll need to get any data that is missing from the iPhone into your 1Password account before proceeding.

Please let me know.

Ben

kelsie47

I signed into both devices and checked my accounts on both devices. BOTH indicate that I am signed in under the same name and I am subscribed.
I am missing data on my iPhone account, not my iPad account. Yet, I have removed one entry from my iPhone account that has not been removed from my iPad account - this is not making sense.
They obviously are not syncing the way they need to be or should be.

Ben

Okay. I'd like to ask you to create some diagnostics reports, one from each of your devices:

• Sending Diagnostics Reports (iOS)

Attach the diagnostics to an email message addressed to support+forum@agilebits.com.

With your email please include:

• A link to this thread: https://discussions.agilebits.com/discussion/79905
• Your forum username: kelsie47

That way we can "connect the dots" when we see your diagnostics 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 diagnostics and ensure that this issue is dealt with quickly. :)

Once we see the diagnostics we'll be able to better assist you. Thanks very much!

Ben

kelsie47

I apologize - I didn't see this reply until now. I didn't receive any notification for it and logged in here today, wondering why I hadn't received any reply to my last response...
I sent the two diagnostic reports along with the information you requested.
The Support ID number is as follows: #XZM-84984-121

Thank you for your continued help with this! Again, I apologize for my delayed reply. I had no idea anything had been posted.

kelsie47

There is a second Support ID...

KTF-59712-323

I assume since two device diagnostics were sent, there are two support ID numbers...

Ben

Thanks @kelsie47. It appears Andrew has responded to you via email. We'll keep the conversation going there. :)

Ben

ref: XZM-84984-121

kelsie47

This has solved the issue - however, I wasn't able to move the 2 items. I had to find them manually by comparing them on my devices as when I clicked on the vault on my iPad, it just shows that there were 2 items in that vault but there was no way to access them. I looked everywhere - in every vault, in every setting I could find but I wasn't able to locate any way to find out what those two items were. It was easier to compare the lists and find the missing items, copy down the info and add them again afterwards. Good thing there weren't dozens of them! There must be a way to do this but I couldn't find it...
Moving them from one vault to another is easy but not from that Primary vault when you can't find out which ones they are first.
Thanks for your help :)

Ben

Thanks for the update @kelsie47! Glad to hear it worked out in the end. :)

Ben