Employee stuck in sign-in loop via SSO

skilleensct
skilleensct
Community Member
in Business and Teams

Hi all,

Trying to get some support for our 1Password Business account. I'm the admin, but asking this here because 1) I'm not sure who our dedicated support rep is and 2) I'm hoping someone else will benefit.

I'm experiencing what I think is a bug with a specific user.

Reproduction steps:

  • Recover employee account - so, no linked browsers, etc.
  • Employee opens https://[our subdomain].1password.com
  • Employee enters e-mail address
  • The "Sign in with Microsoft" button appears.
  • They click it, and successfully authenticate

Expected Behavior: Employee signed into 1Password, able to add other devices, etc.

Actual behavior: A dialog appears asking that person to sign into 1Password using the last session they used (even though they just recovered their account and this is the only session they've used). Clicking "cancel" on this dialog (the only button) brings them back to the login screen. This process repeats in a loop (use e-mail, see login with MS button, click it, sign in successfully, see the dialog instead of 1PW.)

I've walked the employee through these steps across both Chrome & Edge, recovering them each time to unlink all devices.

Anyone got advice for how to get un-stuck?

1Password Version: Not Provided
Extension Version: Not Provided
OS Version: Not Provided
Browser: Chrome & Edge

Comments

  • ag_tommy
    ag_tommy
    edited November 7

    @skilleensct

    Please try the following.

    1. Cancel any existing/in-progress recoveries for the user.
    2. Make sure to de-authorize all devices for the user again if needed.
    3. Ask the affected user to clear the cache and cookies for 1Password.com.
    4. Initiate a new recovery for the affected user.
    5. Ask the user to open the email they've received and start the recovery process - they should keep this browser tab open during this process. Ensure they don't use their 1Password desktop app during this time.
    6. On the Administrator end, complete their recovery.
    7. Ask the user to sign into their 1Password account through the browser, not a 1Password desktop or mobile app, and complete the process. They should use the browser tab from step 5 to complete this process.

    If the process is not fruitful please send an email to support+forum@1password.com You do not need to know who your rep is. :)