Issues registering new devices

yamahabro
yamahabro
Community Member
in Android

Hello,

I am not able to register 1Password on new devices using the QR code or entering in my information manually. It authenticates either way and I get a "device approved" message in my already registered device. But on the new device it states "no passkey exists for 1Password on this device".

If it is registering for the first time, why is it expecting a passkey and why does not just create one for the first time? I am not getting prompted to add a new passkey.

If I hit cancel it states the extremely annoying and frustrating tech statement "Something went wrong". (That provides absolutely no information of use. I'd rather have an error code)

When I try use another device instead of cancelling it goes in reverse with me scanning the QR code on the new device. It authorizes but the new device just has blue dots going across the screen until it times out. Then it sends the all time favorite "Something went wrong"

Support does not appear to be answering questions this morning. Has anyone also observed this behavior?

This is happening on Pixel 7 with the lastest updates as well as Samsung S24 with the latest updates.

1Password Version: 8.10.56
Extension Version: Not Provided
OS Version: Android 14
Browser: Not Provided

Comments

  • Dave_1P
    Dave_1P

    Hello @yamahabro! 👋

    I'm sorry that you're having trouble with 1Password for Android. Just to clarify: do you already have a 1Password account? Or are you trying to sign up for the first time? Are you signing up for a regular 1Password account (account password and Secret Key) or for a test account as part of the passkey unlock beta?

    Support does not appear to be answering questions this morning.

    Did you receive an auto-reply email when you reached out to our support team? If you did then can you post the Support ID of that conversation (it should look something like [#ABC-12345-678]). I'll make sure to get the ticket chased so that you receive a reply as soon as possible.

    -Dave

  • yamahabro
    yamahabro
    Community Member

    I have an account. Support appears to have responded now. It is still an outstanding problem however. Something is wrong with the 2 factor auth code I think.

  • yamahabro
    yamahabro
    Community Member

    Hi the case is Re: [#SCM-22492-567]. I have a question that is unanswered. If my security key is malfunctioning or the authentication is not working correctly, I need to have 2-factor turned off so I can log in and set up an authenticator app. Can support do this or must I delete my account and create a new one?

  • GreyM1P
    GreyM1P

    @yamahabro – You can turn off two-factor authentication for your 1Password account from any existing device where you're signed in: Turn on two-factor authentication for your 1Password account # If you lose access to your authenticator app or security key