Randomly getting "We're having trouble logging into your account" message

Long time user. Just upgraded to family plan. Now on iOS, I keep getting the following error randomly - "We're having trouble logging into your account. Please make sure your Secret Key and password are filled in correctly". Pretty much the same behavior as described in https://1password.community/discussion/comment/325298#Comment_325298.

I have "Require Master Password" set to None. I noticed this on my iPhoneX, iPad and with another family account on iPhone8.

Once I enter the password, things work for a few minutes. I tested that things do sync. So, I know I am being logged in. However, if I choose not to enter the master password, I am basically logged out of the account.

This is quite painful and a blocker right now for me. Is this a bug?

Rakesh


1Password Version: 7.7.2
Extension Version: Not Provided
OS Version: iPhoneX OS v14.4.2
Sync Type: 1Password Account

Comments

  • ag_anaag_ana

    Team Member

    Hi @raktan!

    Have you perhaps changed the Secret Key for this account recently?

  • No. I just signed up for the family account yesterday and haven't changed the secret key.

    Just checked again. The secret key on my phone is the same as on the 1Password account. Besides, I can sign in. It is just that it signs me out randomly.

    Are there any logs/diagnostics I can provide that can help narrow this down?

    thanks,
    Rakesh

  • ag_anaag_ana

    Team Member

    @raktan:

    Yes, you can generate a diagnostics report from your iOS device and email it to us to [email protected], so we can take a closer look at why this is happening to you.

    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 your message!

  • I get the same error message as well, and the issue can be reproduced every time after I reinstall the app and make a first login.

    I have been on an individual plan for about half year, 1password ios app worked perfectly before.

    1Password Version: 7.7.2
    iPhone11 Pro OS 14.5

  • ag_anaag_ana

    Team Member

    Thank you for letting us know @d4dog! Have you emailed us a report as well?

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