Can't get encryption key because old device is dead

Phl3tch
Phl3tch
Community Member
in Mac

Trying to log in on a new laptop because my old one died the other day. I get to the point where it asks me to transfer my encryption key, but I never get the verification code. As I understand it, the verification code comes from the old device. What are you supposed to do if you can't access the old device?

1Password Version: 8.10.50
Extension Version: 8.10.50.25
OS Version: macOS 14.6
Browser: Chrome

Comments

  • Dave_1P
    Dave_1P

    Hello @Phl3tch! 👋

    I'm sorry to hear you're experiencing issues with accessing your 1Password account. I know how important it is to be able to access your 1Password data, and I'm here to help you get up and running again as soon as possible.

    If you're part of a 1Password Families, Teams, or Business account then you can reach out to your family organizer or administrator to have them help you recover your account:

    If that doesn't work then, so that I can better understand the situation, can you tell me the following:

    1. Are you using a 1Password account protected by an account password and Secret Key? Or a 1Password account protected using a passkey or SSO?
    2. Can you access 1Password on any of your other devices?
    3. Can you post a screenshot of the prompt that you see on your new device?

    I look forward to hearing from you.

    -Dave

  • Phl3tch
    Phl3tch
    Community Member

    I guess this is a Teams account. I don't know. I'm not getting a response from our support staff — was hoping I could solve this myself. It is protected by SSO.

    I don't have 1Password on another device — we switched recently and I hadn't gotten around to installing it on my phone yet.

    Here's what I'm seeing:

  • GreyM1P
    GreyM1P

    @Phl3tch – When an Admin for your 1Password account recovers your access, all previously linked devices and browsers will be forgotten. The browser you use to complete the recovery process will be your first linked browser, and you'll need to use it to set up another app or browser. Then, you can use either of those two to set up a third, and so on.

  • Phl3tch
    Phl3tch
    Community Member

    Alright. Wish you could force the admins to not just sit on my request for days but I guess that's a me problem. Thanks anyway.

  • Dave_1P
    Dave_1P

    Hopefully you'll hear back from your support team soon, they'll be able to help you recover access to your 1Password account.

    If you, or your support team, needs any specific assistance with the recovery process then please don't hesitate to send an email to support@1Password.com

    -Dave