Teams account with the admin losing the recovery key

earroyo
earroyo
Community Member
edited February 2023 in Business and Teams

Client sets up the first account and only owner account but now is getting the message "Can’t sign in. The email address and Secret Key are not correct for (redacted)". Since she was only account setup how does she recover her account? We know the recovery key is correct from the emergency recovery kit save to the computer. Appreciate suggestions on what the recovery options are in this situation. Thank you in advance.

1Password Version: Not Provided
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Comments

  • ScottS1P
    ScottS1P

    Hello @earroyo,

    I'm sorry to hear your client is having trouble accessing their 1Password account. There are a number of reasons this can happen, ranging from typo's in the account details they used, to connecting with the wrong 1Password server. It would be best for them to work directly with our support team to determine what is happening and what options they have to fix it. Please ask your client to email support@1password.com from their 1Password account email address. To expedite the case, have them share how they are signing in (For example, are they on our website, or trying to sign in to an app), and copy/paste the error message they are getting.

    With that our support team should be able to help them out.

    Thank you,

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