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iPhone & iPad 1password password doesn't work on desktop

Milliedog
Milliedog
Community Member
edited December 2021 in Memberships

For some reason the 1password which works perfectly well on iPhone and iPad doesn't work on desktop. Is it possible that I have two accounts inadvertently? How do I find out? Also can't remember whether I have family subscription or not.

1Password Version: 7.9.1
Extension Version: Not Provided
OS Version: MACOS 11.6
Referrer: forum-search:iPhone & iPad 1password password doesn't work on desktop

Comments

  • Milliedog
    Milliedog
    Community Member

    A bit more info as I left out a crucial bit. It is the 1password password that doesn't work on the desktop version. I just can't sign in using the password.

  • Milliedog
    Milliedog
    Community Member

    Actually scratch that. I've managed to get into the desktop version but using a different password. So the question now is why? I've worked out that I have a free account on the iPad but how do you find out what kind of account you have on the desktop. Its possible I have a subscription account - my daughter set this up along time ago and I just can't remember what she did). How do I find out what kind of subscription I have or indeed if I have one?

  • Ben
    Ben

    Hi @Milliedog

    I'm sorry to hear about the trouble. My suspicion would be that you either have multiple accounts or a vestigial "Primary" vault. On either of your devices, if you unlock and then look in 1Password's settings/preferences, do you see a "Primary" vault listed, or more than one account?

    Let's start there. Please let me know.

    Ben

  • Milliedog
    Milliedog
    Community Member

    Thank you so much (x100000) for coming back to me so quickly . What I've now discovered having got into the desktop version is that I have a secret key for the desktop version which would suggest I have a subscription. The Iphone version however, I think might be free. The nightmare is that there are details on the iphone version which are not in the desktop version. Is there a way of merging the two accounts to the subscription version - then I guess I delete the iphone version and redownload?

  • Ben
    Ben

    For sure. At this point I'd like to get you in touch with our migration specialists, who will be best equipped to help you sort this out so that you end up with the same data (and account password) on all of your devices. To facilitate that I'd like to ask you to create a diagnostics report from each of your devices. Instructions for each platform can be found here:

    Attach the diagnostics to an email message addressed to support+forum@1password.com. Note that you may have to edit the email address if it is pre-filled in the To: field to match this in order for it to be sent to the right place.

    With your email please include:

    When you send the emails to support+forum@1password.com you will receive an automated reply from our BitBot assistant within a couple of minutes with a Support ID. Please post those IDs here. That way I can put everything together and get it over to our specialists. Thanks very much!

    Ben

  • Milliedog
    Milliedog
    Community Member

    Thank you. I might have made it a little easier in between last comment by going through each entry on phone and desktop and crosschecking. I've updated any that were missing on the desktop version so that this is now a complete version. The iphone version wasn't up to date so I've literally just deleted the app. So now I have an up to date version on the desktop and nothing on the phone. However, the ipad also uses the old password so I suspect that is in the same situation as the iphone so needs help too. I'll follow your instructions. Thank you so much for your help.

  • Milliedog
    Milliedog
    Community Member

    Hi,

    I had no trouble sending the Ipad IOS diagnostic report - see ID below.
    But although I've sent the desktop diagnostic report 3 times, I get no auto reply from 1Password so I can't provide an ID for this.

    This is the ID for the Ipad report.
    [#DQH-74625-355] 1Password for iOS Diagnostics Report

    Iphone
    I deleted the app before your message came through!

  • Jack.P_1P
    Jack.P_1P

    Hi @Milliedog,

    Thanks for confirming. I was able to locate all of your diagnostics reports in our system, so we'll take a look and be in touch there. Thanks again!

    Jack

    ref: DQH-74625-355

This discussion has been closed.