How to login on another device?

aesutton

I have my 1password email and secret key and password to access my account on my phone but not online. When I click look up my accounts online and enter the SAME email as my account on my phone a different security key preview is shared in the email than the one on my phone.

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1Password Version: Not Provided
Extension Version: Not Provided
OS Version: Not Provided
Sync Type: Not Provided

Lars

Welcome to the forum, @aesutton! I'm sorry for the trouble. Did you perhaps previously have a different account you owned or were a member of? To sign into a 1password.com account in a web browser, you need four things:

1. The correct URL - for individual accounts and recent 1Password Families accounts, that's https://my.1password.com. But for 1Password Teams, 1Password Business and older 1Password Families accounts, it was a unique subdomain, like https://some-name.1password.com
2. Your own email under which you registered for the account
3. Your Secret Key for the account (you'll have a separate, unique one for each account you belong to or own).
4. Your Master Password for that account, which might or might not be the same Master Password as the one for any other accounts you might belong to/own.

Make sure you're checking all four of these.

aesutton

It is a paid personal account. I don't think there are two accounts. When you follow the https://my.1password.com link and click "find my account" on the bottom, the email only returns 1 account and 1 preview of the Security key. The email account matches the account on the phone app, but the Security keys do not match.

Lars

@aesutton - if that's the case, either the sign-in URL is different (which could explain the identical email address with different Secret Key -- because it's a different account) or at some point in the past you regenerated the Secret Key (perhaps due to having your account recovered)? Can you check and make sure the URLs are the same?

Better yet, try opening a different browser - preferably one you don't use often - and try signing into your account from there.

aesutton

I used the exact https://my.1password.com URL above in a new browser (and in private mode) and no change. What do I do?

Lars

@aesutton - to get a better idea of what's going on, I'd like to ask you to create some diagnostics reports, one from each of the devices you're signed into your 1password.com account on, within the app. If that's only your phone, just send that.

—Mac—
https://support.1password.com/diagnostics/?mac

—iOS—
https://support.1password.com/diagnostics/?ios

Please add the following code (including the square brackets) to the Subject line of your diagnostics email before sending it:

[#SUQ-47139-782]

This will link your diagnostics to our current discussion. I'll take a look and let you know what I find out.

For anyone else reading, please note: this ID is for @aesutton only. If you’re experiencing the same issue and need help, please ask us for your own ID.

ref: SUQ-47139-782

aesutton

I am not signed in on my Mac. I am only signed in on my phone. Should I send the diagnostic from just the phone?

aesutton

Just kidding. I missed that part.

Lars

@aesutton - no worries. :)

Netpog

Note, @Lars, that this is a bug.
Because you really shouldn't be able to have TWO distinct 1Password accounts on a SINGLE email address.
But you can! I just posted a bug report with repro. (Say, Lars: Is there a better place or method for submitting bugs? Because I've built up a list of a couple dozen, and don't know where to put them.)

Ben

@Netpog

Feel free to email us your list: support@1password.com, but please note that we do ask that you only report each issue in one place (e.g. one email or one forum thread) to avoid causing a duplication of efforts.

Ben

Netpog

Thanks, @Ben! Which way should I email you?...
(1) Should I send one omnibus email with all the bugs? (I'd attach a Word docx and/or a PDF.)
(2) Or shall I send them one-per-email, with bug-specific subject lines. I don't mind doing so, if it's easier for your tracking & management.

And, yes, I'll report each bug no more than once.

Lars

@Netpog - don't send Word docs, they won't be opened for security reasons. The best way to send us issues you've noticed would be by simply typing out what you've discovered in the body of your email. If that makes it too lengthy, feel free to send them individually. And thanks for taking the time to share all your ideas and discoveries!

Netpog

Lars, no problem. Easy enough to copy/paste into an email. (Or I could send a searchable PDF, but sounds like you'd expect and prefer regular email.)
I'll probably break it up in a few emails. Might not come for a day or few, but I'll surely be sending it in!

Lars

:) :+1: