Why pwSafe asks for your passcode or safe password even when Face ID is enabled

If pwSafe asks you to enter your passcode or safe password even though Face ID or Touch ID is enabled, this is usually expected behavior after your iPhone or iPad has restarted.

What is happening?

• If you use an app-level Passcode, pwSafe may ask for that passcode the first time you open the app after a restart.
• If you use Face ID or Touch ID to unlock a specific safe, pwSafe may ask for that safe’s password the first time you open that safe after a restart.
• After you unlock manually once, biometric unlock should work again on later attempts until the next restart.

Is this an error?

No. This is a normal security-related notice. It does not mean your safe is damaged, your password changed, or Face ID was turned off inside pwSafe.

What should you do?

1. Enter your app Passcode if pwSafe asks to unlock the app.
2. Enter your safe password if pwSafe asks to unlock a specific safe.
3. After a successful manual unlock, lock and reopen the app or safe and try Face ID or Touch ID again.

Important: passcode and password are different

On iPhone and iPad, pwSafe can use two separate credentials:

• Passcode: an optional app-level code that protects access to the pwSafe app itself.
• Safe password: the password that encrypts and unlocks each safe.

These are independent. Entering the app Passcode will not unlock a safe, and entering a safe password will not reset the app Passcode.

If manual unlock still does not work

• Double-check that you are entering the correct credential in the correct place.
• If you forgot the app Passcode, you can reset it by reinstalling the app. Before doing that, make sure any unsynced safes are backed up.
• If you forgot the safe password, you will need the correct password or to use any available password recovery options.