iOS app keeps logging me out of my family account

Hey @Valentijn! I'm sorry for the trouble. Could you give us a bit more info on your setup and when this is happening? The following would be great:

• What exact version of 1Password are you using?
• What version of iOS are you running?
• Does your account have any issues on your other devices?
• Have you ever changed your Master Password or regenerated your Account Key?
• Does anyone else in your family have this issue?

I'm also curious as to what you mean by "logging out". You should be asked for your Master Password (or Touch ID if you have that enabled) after you leave the app. You can change this setting of course. Reinstalling the app shouldn't be necessary if you are logged out of your account. You should be able to just sign back in. Let us know what the specifics are and we'll do our best to help out. Thanks! :)

@Valentijn Thanks for the quick reply. This is really strange indeed. To get a better idea of what the issue is, could you please create a Diagnostics Report from your iPhone? This knowledge base article explains how: https://support.1password.com/diagnostics/ios.html

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

Please do not post your Diagnostics Report 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 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 and ensure that it is dealt with quickly. :)

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

Thanks @Valentijn. We'll get back to you as soon as possible and keep the conversation going via email for now.

ref: #AFK-51744-886

@AdjacsDad: Thanks! I see that we've received your email, so we can continue the conversation there. We'll take a look at the diagnostics and get back to you shortly. We will get to the bottom of this! :)

ref: DRC-83585-563

@AdjacsDad: Jeez. I'm really sorry this is affecting you on multiple devices now! :(

We'd definitely appreciate diagnostics from the iPad if it happens again....though I sincerely hope it doesn't. Just add the following to the subject line so it will be linked to the other information: [#DRC-83585-563]

This has been a difficult issue to track down. I think this may have happened to me exactly once, but at the time I'd thought I'd simply forgotten to login to my accounts after doing some testing.

After that, you try try a workaround if this is becoming tedious for you (I can only imagine): delete 1Password for iOS, install a fresh copy from the App Store, set it up without an account (this will create a Primary vault), and then add your 1Password Account(s) in Settings. Thanks for your patience and willingness to work with us on this! :blush:

Thanks, @EazyE, and sorry for the trouble. We'll work with you via email until everything is resolved so that we are not duplicating efforts or creating any confusion.
ref: RUJ-39519-654
ref: OPI-3534
ref: OPI-3425

@aford we are currently working to find a solution to this problem. in the meantime, going through the process brenty described seems to resolve the issue. Follow these steps to make sure you don't have to worry about the fact that the Primary vault is there:

1. Delete 1Password for iOS
2. Reinstall 1Password for iOS
3. Choose "Use without an account" at setup
4. Follow the instructions for creating a vault
5. Go to Settings > Accounts > Sign in to the account
6. Go to Settings > Vaults > All Vaults
7. Change the "Vault for Saving" to the Personal vault
8. Toggle the switch next to the Primary vault

That should make sure this problem doesn't occur again, remove any confusion for having non-Families vaults, and save everything in the right place. Sorry that this workaround is necessary but at the moment it's the best option for resolving this issue :(

:+1: :)

Ben