Unable to unlock 1P with correct main password

My customer is experiencing an issue with his 1Password on iOS where he can't unlock it. He is 100% absolutely positive he is entering the correct main password but 1P says it's incorrect. He didn't have Dropbox or 1P sync enabled. We've tried force shutting the app and restarting the phone but none of that helped. What is the best course of action in such a case?


1Password Version: 7.7
Extension Version: Not Provided
OS Version: iOS 14.4
Sync Type: none

Comments

  • ag_anaag_ana

    Team Member

    Hi @rdlugosz! Welcome to the forum!

    He didn't have Dropbox or 1P sync enabled.

    Is this a new device, or a device where your customer has been using 1Password regularly?

  • rdlugoszrdlugosz
    edited February 23

    Thank you! I'm a long time 1P user and advocate but this is the first time I had to contact support :)
    He's been using 1Password on that phone for quite some time.

  • ag_anaag_ana

    Team Member

    @rdlugosz:

    Thank you for the confirmation! Do you know if something changed lately? Perhaps a new vault added to the device, a device update, or other actions they don't normally perform in the 1Password app? I know that we are a bit in the dark here, but often in the past when I was told that the Master Password was absolutely correct, it often wasn't :/

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