Problems signing in

JCL1967JCL1967
edited August 12 in Windows

If I sign in to 1password using my browser on internet my Master Password works. If I log in to a web site, Open Password pops up but my Master Password does not work.
Thanks
JC


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

Comments

  • ag_anaag_ana

    Team Member

    Hi @JCL1967!

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

    What version of the 1Password desktop app, 1Password browser extension, and operating system are you using on the device where this is happening?

  • 1password version 7.7.810, Windows 10, Chrome Extension 2.0.5

  • ag_anaag_ana

    Team Member

    @JCL1967:

    Thank you! Have you perhaps changed your Master Password recently? And for confirmation, are you able to unlock the 1Password for Windows desktop app directly, instead of trying to open it through the Open 1Password browser button?

  • I verified and the password is still the same. I can unlock 1password for Windows. I copied it in browser and pasted it in 1password on my taskbar and it will not unlock.

  • ag_anaag_ana

    Team Member

    @JCL1967:

    I would like to ask you to generate a diagnostics report from your PC 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 tried to generate a diagnostic report but I get nothing. Any suggestions?
    JC

  • PeterG_1PPeterG_1P

    Team Member

    Hi @JCL1967, if you message us at [email protected], our team will be happy to help you figure this out. The specifics may depend on your system, but we'll make sure to get you up and running!

  • I am having problems with my Master Password. I can sign in to the 1Password web site with it. The Master password does no work to open the Windows app or if I login to a site where I need a password, when Open Password pops up the Master Password does not work. I even tried cutting and pasting the Master Password from I login to the 1Password website. That does not work either. Any suggestions?

  • ag_anaag_ana

    Team Member

    @JCL1967:

    Thank you for the update. Have you already reached out to us via email, as my colleague Peter suggested? If so, can you please share with us the ticket number you received?

  • I never got a ticket number from anyone.

  • ag_anaag_ana

    Team Member

    Understood @JCL1967, but you did email us at [email protected], correct?

  • I sent an email to 1Password support community

  • ag_anaag_ana

    Team Member

    @JCL1967:

    This website you are writing on is the 1Password support community, and it does not accept emails: you write forum posts instead. What email address did you send your email to, and when? I can try to locate it manually in our system that way.

  • Sorry I looked at support options and selected Support Community. I just sent an email to [email protected] regarding the problem.
    JC

  • ag_anaag_ana

    Team Member

    @JCL1967:

    Got it, I have found your message! We will continue via email :+1:

    ref: UWN-91295-239

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