Adding Security Key to My Account Has Locked Me Out of All the 1Password Apps

jorn_k

I followed the instructions here to add some (Titan) keys to my 1Password account. Afterwards, the apps (iOS, macOS, etc.) are stuck offline with the following message on the macOS app:

"Your changes won't be available on other devices until you verify with your security key." with the offer to "Authenticate Later."

Naturally, I would like to verify/authenticate NOW but cannot find ay way to do so. My second factors in the form of these keys appear active in my account via the online portal.

What can I do to wrap this up and get 1Password functioning again?

Thank you

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1Password Version: 8.10.22
Extension Version: Not Provided
OS Version: 14.2
Browser: all of them ;)

Dave_1P

Hello @jorn_k! 👋

I'm sorry that you're having trouble authenticating your account after adding a security key. Once you see the "Two-factor authentication" message that you mentioned, insert your security key and tap on it if necessary. Your account will be authenticated and the message will disappear.

Let me know if that doesn't work. 🙂

-Dave

jorn_k

Thanks, Dave.

I have tried exactly that, several times, and nothing happens. More specially, when 1Password hits me with that prompt, I insert they, activate it such that the lights blink.... and 1Password does not react.

on iOS, it asks me to insert my key. I do, and 1Password seem to react in some way, but then just unceremoniously dump me back to "I'm offline" mode.

jorn_k

Does 1Password not actually fully support Titan security keys ?

Dave_1P

@jorn_k

Thanks for the reply. Titan security keys are compatible with 1Password. Let's focus on the Mac for the moment. Are you able to use your Titan security key to authenticate with another service/website that isn't 1Password? If you aren't then stop here and let me know.

If you are then can you open a Private/Incognito window in your desktop browser and try to use the Titan security key to log in to your 1Password account on 1Password.com (in the browser, not the app)? Does that work? This will help isolate the issue and tell us if the problem is with the apps themselves or something else.

I look forward to hearing from you.

-Dave

jorn_k

Hi Dave

To question #1: Yes. I have both my Titan keys set up on one of my Google accounts, and I can use them to authenticate to that account via a web browser in my Mac.

To question #2: Yes. I was able to use a Private window session (on Brave, a browser I hadn't;t even tried 1Password.com with, just to keep things clean) and I was able to authenticate.

Dave_1P

@jorn_k

Thanks for the reply. So that we can investigate further, I'd like to ask you to create a diagnostics report from your Mac:

Sending Diagnostics Reports (Mac)

Attach the diagnostics to an email message addressed to support+forum@1password.com.

With your email please include:

• A link to this thread: https://1password.community/discussion/143291/adding-security-key-to-my-account-has-locked-me-out-of-all-the-1password-apps
• Your forum username: jorn_k
• Please do not post your diagnostic report to the forum. This is for your privacy and security.

Please send the entire file.

You should receive an automated reply from our BitBot assistant with a Support ID number. Please post that number here. Thanks very much!

-Dave

jorn_k

✅ Done. :)

jorn_k

Issue is

[#GCT-94364-499] Titan key issues on macOS and iOS

jorn_k

I turned 2FA off on my 1Password account for now. I really need to be able to use 1Password

Dave_1P

@jorn_k

Thank you for posting the Support ID. One of my colleagues will send you a reply as soon as they've reviewed the report. Since we have a communications channel open via email, I'm closing this thread.

-Dave

ref: GCT-94364-499