After a Phone upgrade can't authorize my new device using Chrome.

joxel

Steps:
I try to use passkey on my iPhone to unlock. get the screen asking to grant access.
I follow the instructions logging in to 1Password to the same account in chrome.
I get the pop up asking if I want to allow the new device, I click Allow.
I get a code.
I enter the code in my iPhone.
The pop up on my Laptop goes away, but on the Phone I have a message: "That code didn't work. Check your trusted devices for a new one.
I go to Pending Devices, click on View, get another pop up.
Click on Allow.
I get this message:
"There is a problem with this enrollment. It will be deleted.

Error: The enrollment is in an invalid state. Start the enrollment process again to continue.

Session:REDACTED

Time: 2024-10-07T22:18:20.867Z"

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1Password Version: 8.10.46
Extension Version: Not Provided
OS Version: ios 18.0.1
Browser: Not Provided

Dave_1P

Hello @joxel! 👋

I'm sorry that you're having trouble adding your passkey unlock account to 1Password for iOS. Can you try the following:

1. On your laptop, open an Incognito or Private window.
2. Log in to your 1Password account on 1Password.com (in the browser, not the app)

Are you able to sign into your account using the the Incognito / Private window on your laptop? If you are then keep the Incognito / Private window open and try to add your passkey account to 1Password for iOS again but this time get the code from the Incognito / Private window.

Do you see the same error message? Let me know.

-Dave

joxel

I logged in from Incognito, which asked be to be verified from the non-incognito session, so went back to the regular session, got the code and the code worked for the Incognito session.
Then tried to approve my phone again from the incognito session and got the same error message.

joxel

Something else I tried. I added the passkey account to the MacOS app, it went smoothly approving it from Chrome. Then tried to approve my iPhone from the MacOS app, same error again. I think the problem is with the ios app.

Dave_1P

@joxel

I'm sorry that adding your account to 1Password for iOS still isn't working. I'd like to ask you to create a diagnostics report from your iOS device:

Sending Diagnostics Reports (iOS)

Attach the diagnostics to an email message addressed to support+forum@1password.com. Use the email address associated with the 1Password account in question.

With your email please include:

• A link to this thread: https://1password.community/discussion/148579/after-a-phone-upgrade-cant-authorize-my-new-device-using-chrome
• Your forum username: joxel
• 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

joxel

Followed the instructions but didn't get a reply. might be because I cannot send the msg from the account email (it is an apple hide my email address) But I included it in the email.

joxel

Oops I was just impatient. Here it is: WLC-65645-493

Dave_1P

@joxel

Thank you for posting the Support ID! One of my colleagues will send you a reply via email as soon as possible once they've finished reviewing your diagnostics report. Please continue the conversation there.

-Dave

ref: WLC-65645-493

joxel

The only way I was able to access the account again from my Phone was to remove the Passkey account from the app and registering it again. This would not have been possible if I didn't have a 2nd trusted device registered. It seems there is a bug with transferring to new phone.

Dave_1P

@joxel

I'm sorry for the trouble. If you reply to the support ticket that you have open with the team then my colleagues and I can investigate further.

Since we have a communications channel open via email, I'll close this thread. 🙂

-Dave