Client cant log into browser extension

letishaedl
letishaedl
Community Member
in 1Password in the Browser

Hello,

Im a 1Password admin for my organization and recently we've had a situation where a user was unable to log into her browser extension or the 1password app but she able to access via the web. When she puts inher secret key copied from the dashboard it comes up with an error saying her details were recently changed.
We have even set up a new account for her (with the same email) but the issue persists.

Any advice?

1Password Version: Not Provided
Extension Version: Not Provided
OS Version: windows 10
Browser: chrome/edge

Comments

  • EvonG1P
    EvonG1P
    edited July 11

    Hello, @letishaedl. Thank you for writing in, and welcome to the 1Password community forums!

    I'm sorry about the trouble the user is running into with 1Password. The user can try this alternate method to add the account to the 1Password desktop app:

    1. Sign in to https://my.1password.com
    2. On the right sidebar, click the account name and select "Get the Apps".
    3. Besides the hidden QR code, click "Add your account directly" and select "Open Link".
    4. When the 1Password desktop app opens, enter the account password where prompted.

    I hope that helps. Let me know how that goes.

    -Evon

  • letishaedl
    letishaedl
    Community Member

    Thanks Evon but that didn't work. She also isn't able to scan the QR code to log into the app/browser because it will not scan

  • letishaedl
    letishaedl
    Community Member

    We have to do a recovery of her account each time she's logged out (of the browser) because her recovery key doesn't work. I find it strange she's able to access via the web (when we recover her account) vs using the app and browser extension. We've done all troubleshooting steps including testing in different browser, removing the extension and re-downloading the app.

  • EvonG1P
    EvonG1P

    @letishaedl,

    I'm sorry that didn't work. So that the team can take a closer look at the issue, I recommend sending an email to support+forum@1Password.com. With your email, please include the following:

    You should receive an automated reply from our BitBot assistant with a Support ID number. Please post that number here, and I will be able to locate your message and make sure it has gotten to the right place. Thank you!

    -Evon