SplashData Help Desk

SplashID Safe 8.2.1 iOS app - Face ID issues

Last Updated: Jan 30, 2019 10:06AM PST
NOTE: This SplashID Safe iOS app Face ID issue is now fixed as of Oct 11th 2018, Thursday - more info further below.

QUESTION: Does SplashID Safe iOS app support Face ID login/unlock on iPhone X, Xs and Xs Max devices?

ANSWER: Our iOS app has supported Face ID since it was introduced with the iPhone X back in November 2017, up to until recently in September 2018 when the new iOS 12 and new iPhone Xs and iPhone Xs Max devices came out.  However, currently trying to use Face ID on latest iOS and iPhones may crash our 8.2.1 version iOS app - please see more below.

PROBLEM: My iPhone app is working fine with Face ID disabled but crashes if I try to enable it. Why does this happen and what I can do to fix it?

ANSWER: Please note you will need to use our iOS app with Face ID disabled for now. This is a known issue with iOS 12 and iPhone X/Xs/Xs Max we are working on currently and an updated version is coming soon. We apologize for the inconvenience caused.
Usually other devices such as iPhones still on iOS 11 or iPads on iOS 11 or 12 are not affected.

UPDATE (Oct 2018): Issue is now fixed as of 11th of Oct 2018, in version 8.2.2 of our iOS app.
If Face ID is still not working for you please make sure you have our latest 8.2.2 iOS app update, Face ID is enabled for our app in your global iOS Settings -- Face ID section, as well as inside Settings of our iOS app. If you want Face ID to work even when you leave the app or restart your iPhone then make sure you choose 'Store password in iOS Keychain' setting in our app's Face ID Settings screen.

If you have any questions about the above, something is still not working correctly, or have questions not covered above, or want to contact us for any reason you can do so HERE or via emailing us to one of our contact email addresses HERE.

Article created: September 2018.
Last update: October 18th 2018.

About SplashData

SplashData has been a leading provider of security applications and services for over 10 years. The company's secure password and record management solution SplashID Safe has over 1 million individual users worldwide as well as hundreds of business and enterprise clients. SplashData was founded in 2000 and is based in Los Gatos, CA.

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