Signing back into the Community for the first time? You'll need to reset your password to access your account.  Find out more.

Forum Discussion

m_w's avatar
m_w
Contributor
2 years ago

1Password thinks my credentials have changed and doesn't accept correct account details

I'm using 1Password on many different devices (desktops, mobiles). I'm trying to log into my 1Password on my Mac mini and I get this message:

My secret or password haven't changed. I've checked the details by logging into 1Password on another device (Setup another device).

It offers to enter my secret key and password. I enter the correct details but then it says:

1Password Version: 8.10.23 (81023003)
Extension Version: 2.8.0
OS Version: Not Provided
Browser: Safari

macos
  • 1P_Dave's avatar
    1P_Dave
    Icon for Moderator rankModerator
    2 years ago

    Thank you! Please continue the conversation with my colleagues over email. Since we have a communications channel open, I'm closing this thread.

    -Dave

    ref: XRI-43688-216

  • m_w's avatar
    m_w
    Contributor
    2 years ago

    thanks - I've just sent the email 😀

  • 1P_Tommy's avatar
    1P_Tommy
    Icon for Moderator rankModerator
    2 years ago

    m_w

    Please email us using support+forum@1password.com. Be sure to use the email address tied to the account in question. With us not having access to account details it would make troubleshooting harder. One thing that may get you going would be to ask if this is an old account that was found. If so, use the option for sign into a different account and provide your details. Does that allow you to access 1Password? If not, my colleagues will be able to look into this more. I'd go so far as to include a diagnostics report in my submission to save an email exchange.

    1. Open 1Password.
    2. Press command and comma. The 1Password Preferences/Settings will open.
    3. Click Advanced.
    4. Click Send Diagnostics.
    5. Click Reveal to locate the report in your Downloads folder.

    Attach the diagnostics to an email message

    Include the following:

    Your user name here in the forum. m_w
    A link to this topic. https://1password.community/discussion/143969/1password-thinks-my-credentials-have-changed-and-doesnt-accept-correct-account-details#latest

    This will help us connect the dots as they say.