since resetting iPhone 1password is not recognizing me as a user... what should I do?

yaniv_w
yaniv_w
Community Member
in iOS

simply said 1password isn't recognizing me as a member and therefore cannot pull my info via cloud. 1password is giving an error message that iCloud isn't enabled on my "other" devise. I'm not sure what you're referring to? I understand 1password 5 requires iOS 8, and I'm on 8.4 with the latest 1password update... any ideas how I could resolve this issue?

1Password Version: Not Provided
Extension Version: Not Provided
OS Version: Not Provided
Sync Type: Not Provided

Comments

  • Stephen_C
    Stephen_C
    Community Member

    I understand from what you say that you're having a problem syncing your 1P data via iCloud. It would be very helpful if you'd tell us:

    (I've asked for the latter because I've never read here of any error referring to 1P not recognising you "as a member". AgileBits does not store any of your 1P data so I'm guessing the error may be something to do with iCloud sync.)

    In the meantime this knowledge base article may help you:

    Troubleshooting iCloud sync issues

    Stephen

  • AGAlumB
    AGAlumB
    1Password Alumni

    @yaniv_w: Did you by any chance try to delete 1Password's data from your iCloud settings? This has been known to cause problems. To be clear, you do not have an account with us: AgileBits has neither your 1Password data nor the Master Password used to secure it, so this isn't something we can 'recover' for you to help directly.

    However, with some additional information we may be able to help you get this sorted out, or at least point you in the right direction if it is indeed an iCloud issue. Please tell me the OS and 1Password versions you're using on all devices, and the exact steps you're taking, and what is (or is not) happening the way you expect so we can figure out the best plan of action. The more information you can give, the better. Thanks in advance! :)

  • yaniv_w
    yaniv_w
    Community Member

    Brenty, I want to make perfectly clear that I have an account with 1Password and never deleted my 1P app from my iCloud settings nor am I asking you to give me my Master Password. My iPhone is my primary and only devise in which I have ever used to execute the functions of 1P. I needed to reset my iPhone 6, essentially creating a "new phone" and after resetting I downloaded all of my apps from iCloud. As part of the process I had the opportunity to update my ios software which is currently working off of version 8.4.1 and in additon downloaded the most recent 1P version 5.4.3.

    After my download of 1P.... I attempt to open the app and I am prompted to the Welcome to 1P with the options to:
    Create new vault or Sync existing vault. Natually I choose Sync existing vault and in doing so the app gives me the following choices:
    Sync with iCloud
    Sync with Dropbox
    Sync using Wi-Fi

    After choosing Sync with iCloud the app sends me to a page that says "Existing Data Not Found" with a picture of a cloud and a ? inside of it. At this point the app gives me the opportunity to "Get Help" and further prompts me to an article explaining why I may be having trouble using the app. The name of the article is; iCloud "Existing Data Not Found" (iOS). My iPhone has the most recent version of ios and 1P.

    Brenty, this is all the information I have for you at this time. Please advise.

    Thank you,
    Y

  • Ben
    Ben

    Hi @yaniv_w,

    I believe perhaps there is some confusion on wording here. You don't have a 1Password "account" because nobody has a 1Password "account." There is no such thing. And what we mean by that is that AgileBits does not store your (or anyone's) 1Password data. This isn't the sort of app where you sign up for a service, are given a username and password, and login to the app which downloads your personal data from the app developer's servers.

    By default 1Password data is only stored on the device it is created on. Erasing that device (or the app from the device) also irreversibly erases the data. To prevent that we offer options for backing up and syncing 1Password data, but theses options would need to be performed prior to erasing the 1Password data from the origin device.

    If you had not setup syncing or made a backup prior to erasing your phone unfortunately it sounds as though you've unintentionally deleted the only copy of your data.

    The only saving grace at this point would be if you could attempt recovery from an iTunes or iCloud backup, assuming you have one. You can find instructions on that from Apple here: https://support.apple.com/en-us/HT204184
    Unfortunately we've found Apple's built-in backups aren't super great about backing up 1Password data, which is why we've included our own backup utility within the app.

    To prevent this sort of data loss in the future we'd highly recommend A) setting up syncing and B ) making a backup of 1Password whenever you make significant changes.

    I do apologize for the inconvenience, but hope this information is helpful.

    Thank you.

    Ben

  • yaniv_w
    yaniv_w
    Community Member

    This is seriously unbelievable.

  • Ben
    Ben

    @yaniv_w,

    Unfortunately this is a consequence of our privacy by design model. Because we do not have your data, we cannot recover it for you.

    Privacy by Design

    Ben

  • yaniv_w
    yaniv_w
    Community Member

    Then maybe the company can make bigger efforts to remind the users of this possibility and take steps to prevent this to happen....

  • Ben
    Ben

    @yaniv_w,

    I think that we will likely head in that direction. We've had some discussion internally about how we can best prod users to backup, without becoming a true annoyance. Hopefully we can find the proper middle ground.

    Thanks.

  • yaniv_w
    yaniv_w
    Community Member

    Ben, turns out i did backup my app in time, fewwwwww! Now, what steps should I take to insure iCloud has my info.? and do you recommend that iCloud keep this information?

  • Ben
    Ben

    Great! That is excellent news. :D

    I personally use Dropbox instead of iCloud, as it is more accessible (works on Windows and Android), works with 1PasswordAnywhere ( https://support.1password.com/guides/mac/1passwordanywhere.html ), and supports multiple vaults. But regardless of which sync method you'd like to use you can find instructions here:

    https://support.1password.com/guides/ios/syncing.html

    And you can find instructions for backing up, which I'd recommend doing occasionally even if you are syncing, here:

    https://support.1password.com/ios-itunes-backups/

    I hope that helps. Should you have any other questions or concerns, please feel free to ask.

    Ben

This discussion has been closed.