SplashData Help Desk

SplashID Safe 8.2.1 iOS app - Face ID issues

Last Updated: Sep 26, 2018 08:30AM PDT
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. Our iOS app shows Touch ID in Settings - when enabled on a Face ID device this function will use your Face ID login. However, currently trying to use Face ID on latest iOS and iPhones may crash our 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.

We are currently Beta testing a fixed app - it does not have the full fix yet but is a necessary first step towards one. If you want to Beta test our iOS app, you can contact us via the links below and ask to be included in our Beta test listing your Apple ID email address and we will be happy to include you.

If you have any questions about the above 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: September 26th 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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