Could Not Sign Into IOs App

gwuinsf
gwuinsf
Community Member
edited November 18 in iOS

I am currently in Rome, Italy, and I was unable to sign into the app on my iPhone. I've set the app up to require password every two weeks, and while out and about, away from my laptop, it would not take my password. Turning password visibility on I confirmed I was entering my password correctly. I tried to login via browser, but it wanted me to set up my 1Password account all over and I could not get to my secret key.

Clicking the "I am having trouble logging in" link (don't quote me on my quotes), I was able to connect to my account but reached a screen where no solutions to my issue was provided. My options were to contact my family account admin (me, the single individual in the family), reset my password, help me find my secret key, delete my account. I was basically SOL in logging into anything. This occurred through the course of the night and the morning of the next day (there was a lot of eating and drinking so I forgot to check that night).

Once I did check on my Macbook, I was able to login to 1P via touch. At that point I thought I'd try it again on the iPhone and I was able to login with my password. My iPhone is on cellular data roaming still, not on the hotel wifi. It's not clear to me why my password would not work, but once logged in on my Macbook I could.

While I also appreciate that entering my 1P password incorrectly doesn't lock my account because it's quite long, it's frustrating there are no options on the screen to do anything else. I understand we wouldn't want to give hackers tools for accessing our account, but when the problem is on the software side, there should be a recourse. And in the browser the recourse options are finite and specific with no means of contacting any support. When you are completely crippled with no options available to you, and you are entering in everything correctly, that's frustrating to the point of considering new password solutions.

1Password Version: 8.10.52
Extension Version: Not Provided
OS Version: 18.1
Browser: Not Provided

Comments

  • Dave_1P
    Dave_1P

    Hello @gwuinsf! 👋

    I'm sorry that you were unable to access your 1Password account on your iPhone. I know how important it is to be able to access your 1Password data, and how frustrating it can be when software doesn't work like you expect it too.

    The 1Password for iOS app's logs may provide clues on why the app wouldn't unlock when you entered your account password and 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.

    With your email please include:

    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