Account recovery didn't work

I'm an admin for our business account and up until now have not had issues with account recovery. I initiated and completed recovery for a user today, they now have a new secret key and new password. However, they're still receiving an error message when attempting to login:

"Can't sign in. Your email address, Secret Key, or Master Password is incorrect. If you were invited to 1Password by someone else, they can recover your account".

Email address has not changed.

How can I fix this?

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


  • ag_maxag_max

    Team Member

    Hi @Namati_Global_admin

    We will be happy to help you get your recently recovered team member back up and running. To avoid sharing your team member's email address or potentially other account information here, can you send us an email to [email protected] from your account's registered email address so we can continue the conversation there?

    After you have sent the email, please feel free to post the ticket number you received so we can locate your message and connect it with this forum discussion.

    Looking forward to continuing from there,

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