Can no longer fill login for Citi credit card accounts

VABelfi

After I paid my subscription I can no longer login to my Citi credit card accts using 1pw. I get an error message every time in spite of the information being correct for the login. Tried all suggestions in support, but none worked. other sites work fine and these worked while I used trial subscription.

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1Password Version: 6.0.2
Extension Version: 4.5.3
OS Version: OS X 10.10.5
Sync Type: dropbox
Referrer: kb:save-login-manually, kb:fix-website-login

Drew_AG

Hi @VABelfi,

I'm sorry you're having trouble signing into your Citi account! Citi login sites are notorious for not playing nice with 1Password, and our developers are always trying to make improvements. However, it's kind of like a moving target - every time our developers get 1Password to work correctly with a Citi login site, it seems like Citi makes a change to that site which causes a new problem for 1Password. But I think we should be able to help you out with this one way or another.

After I paid my subscription I can no longer login to my Citi credit card accts using 1pw.

[...]

other sites work fine and these worked while I used trial subscription.

I searched our system for the email address from your forum account and see that you recently purchased a 1Password 6 for Mac Single license (thank you! :) ). Just in case there's any confusion, I wanted to explain that there's no recurring subscription fee associated with that. Your license for the purchased version will never expire and you can continue using your licensed version for as long as your computer's operating system supports it. There are no separate subscription fees unless you sign up for our 1Password for Teams or 1Password for Families service.

Also, activating the 1Password app with a license doesn't change anything about the way 1Password fills website forms, so it sounds like it's a coincidence that this problem started after you bought your license. As I mentioned above, Citi often makes changes to their sign-in pages, so there's a good chance something like that might have caused the problem.

I get an error message every time in spite of the information being correct for the login.

Instead of using the 1Password extension to fill that sign-in form, please try copying & pasting your username and password from 1Password into the Citi site. Does it work when you do that, or does it cause the same error? If copying/pasting doesn't work, it sounds like the username or password saved in your Login item is incorrect.

On the other hand, if it works when you copy & paste your login credentials, but not when you have the extension fill them for you, it might help to save a new Login item for that site. Does the new Login item work correctly?

If that doesn't work, it will help if you can let us know a few more details:

• What is the exact URL for the site you use to sign into your Citi account?
• Is that the same URL that is saved in your Login item for Citi? If not, what is the website in the Login item?
• What are the exact steps you normally take to have 1Password fill your Citi login credentials?

Thanks in advance! :)

VABelfi

Copy and pasting doesn't work though the password in the saved login shows to be correct. The username is partially hidden, so I can't be as sure about that.
URL for sign on: https://www.citi.com/credit-cards/citi.action (this works fine if entered manually. It is the same as the one stored in the Login item for Citi.)
To fill login credentials I choose the 1password icon from Safari, choose logins, choose Citi (same steps as my other accounts). It fills, signs in and yields error message "incorrect username or password"

VABelfi

If I copy and paste the password, but put in the username manually, it works. If I do the reverse, it does not work.
If I copy the username from the login item and paste it into a text document, I get the partially hidden version with asterisks. I think the login item is putting the asterisks into the username box instead of putting the actual username there. The problem may be how the username is being stored in the login item of 1password.

jxpx777

@VABelfi Citi is a notoriously problematic login process for us. If you enter your password and then your username, and then, with the cursor still in the username field, save a new login manually and that should get things working for you. We are always looking for ways to make things better, but certain sites still cause us some issues, and unfortunately this is one of those situations. I'm sorry for the hassle!

VABelfi

OK, this worked! Thanks.

jxpx777

That's great! Thanks for letting us know.

wmagri

I just tried the steps mentioned and I still cannot get this to work. Any suggestions?

jxpx777

@wmagri Do you mean that you entered your password and then your username and then saved with the cursor still in the username field? If so, what was the result? Does the data look correct in 1Password or is it mangled? If you still have trouble, could you share the exact URL or steps (such as click on Select An Account and choose Credit Cards or whatever steps you need to take) to get to the login page you're using?

wmagri

Yes, I did exactly what you listed and it did not work. Here are the results as shown in 1Password.

username: my username with **** replacing the middle 4 characters
password: a

Web Form Details

USERNAME: 'enter'
UserID: my username with **** replacing the middle 4 characters

a
b
c
d
PASSWORD: my password

littlebobbytables

Hi @wmagri,

So I tried what Jamie suggested on the page that VABelfi supplied a URL for and everything worked as Jamie predicted it would. I'm almost positive though you're trying to get things working on a different page that may well behave differently. The reason I suspect this is the Login item saved by attempting to log into https://www.citi.com/credit-cards/citi.action doesn't have any fields labelled like you've presented.

Could you supply the URL for the login page you need to use please and we'll take a look :smile:

wmagri

The URL looks the same to me. Here it is copied directly from 1Password:
https://www.citi.com/credit-cards/citi.action?

jxpx777

Thanks, @wmagri. I'm not sure what the trouble might be because I just created a login for that page and it restored properly for me. Could you try this? Copy the JSON below from the first { to the last } and then choose File > New Item from Clipboard in 1Password. Then, edit your username and password and try to use it to sign in. For me, this properly filled my dummy username and password.

{"sectionName":"C","details":{"backupKeys":["x2IP0eBpM8nzuU67o21b7qfMEn6vOoWjHamFnr5+YatxfJ42ISaQHmijT+QkfJrp62vnIYi6xIqQCvWdHyrteQ=="],"htmlForm":{"htmlMethod":"LB1"},"fields":[{"value":"","id":";opid=__0","name":"","type":"T"},{"value":"view-all-credit-cards","id":";opid=__1","name":"select","type":"S"},{"value":"","id":"cA-DD-cardsSearchInput;opid=__2","name":"","type":"T"},{"value":"","id":";opid=__3","name":"needs","type":"C"},{"value":"","id":";opid=__4","name":"needs","type":"C"},{"value":"","id":";opid=__5","name":"rewards","type":"C"},{"value":"","id":";opid=__6","name":"rewards","type":"C"},{"value":"","id":";opid=__7","name":"rewards","type":"C"},{"value":"","id":";opid=__8","name":"options","type":"C"},{"value":"","id":";opid=__9","name":"options","type":"C"},{"value":"","id":";opid=__10","name":"options","type":"C"},{"value":"","id":";opid=__11","name":"options","type":"C"},{"value":"","id":";opid=__12","name":"rewards","type":"C"},{"value":"","id":";opid=__13","name":"rewards","type":"C"},{"value":"","id":";opid=__14","name":"rewards","type":"C"},{"value":"","id":";opid=__15","name":"rewards","type":"C"},{"value":"","id":";opid=__16","name":"","type":"C"},{"value":"","id":";opid=__17","name":"","type":"C"},{"value":"","id":";opid=__18","name":"","type":"C"},{"value":"","id":";opid=__19","name":"","type":"C"},{"value":"","id":";opid=__20","name":"","type":"C"},{"value":"","id":";opid=__21","name":"","type":"C"},{"value":"","id":";opid=__22","name":"","type":"C"},{"value":"","id":";opid=__23","name":"","type":"C"},{"value":"","id":";opid=__24","name":"","type":"C"},{"value":"","id":";opid=__25","name":"","type":"C"},{"value":"","id":";opid=__26","name":"","type":"C"},{"value":"","id":";opid=__27","name":"","type":"C"},{"value":"","id":";opid=__28","name":"","type":"C"},{"value":"","id":";opid=__29","name":"","type":"C"},{"value":"","id":";opid=__30","name":"","type":"C"},{"value":"","id":";opid=__31","name":"","type":"C"},{"value":"","id":";opid=__32","name":"","type":"C"},{"value":"","id":";opid=__33","name":"","type":"C"},{"value":"","id":";opid=__34","name":"","type":"C"},{"value":"","id":";opid=__35","name":"","type":"C"},{"value":"","id":";opid=__36","name":"","type":"C"},{"value":"","id":";opid=__37","name":"","type":"C"},{"value":"","id":";opid=__38","name":"","type":"C"},{"value":"","id":";opid=__39","name":"","type":"C"},{"value":"","id":";opid=__40","name":"","type":"C"},{"value":"","id":";opid=__41","name":"","type":"C"},{"value":"`enter`","id":"cA-DD-users-remember-login;opid=__42","name":"USERNAME","type":"S"},{"value":"ASuperUser","id":"cA-cardsUseridMasked;opid=__43","name":"User ID","type":"T","designation":"username"},{"value":"","id":";opid=__44","name":"","type":"T"},{"value":"ASuperPassword","id":";opid=__46","name":"","type":"P"},{"value":"b","id":";opid=__47","name":"","type":"P"},{"value":"c","id":";opid=__48","name":"","type":"P"},{"value":"d","id":";opid=__49","name":"","type":"P"},{"value":"ASuperPassword","id":";opid=__50","name":"PASSWORD","type":"P","designation":"password"},{"value":"","id":";opid=__51","name":"","type":"T"},{"value":"","id":"cA-DD-remember-Check-Box;opid=__52","name":"remember","type":"C"},{"value":"Sign On","id":";opid=__53","name":"","type":"I"}]},"uuid":"C9638FE126124AD58C5CB2D1A6B097F0","updatedAt":1457619901,"createdAt":1457619865,"categoryUUID":"001","overview":{"title":"Citi","url":"https:\/\/www.citi.com\/credit-cards\/citi.action","ainfo":"ASuperUser","ps":60},"URLs":[{"overview":{"label":"website","url":"https:\/\/www.citi.com\/credit-cards\/citi.action"}}]}

wmagri

There's no option for "File > New Item from Clipboard". I'm using 1Password 4.4.3 for Macintosh.

jxpx777

@wmagri :( That might explain things a bit. We have special logic for Citi in our form filling logic, which lives inside the main 1Password application. Recently, Citi changed from landing their login page on citibank.com to citi.com, so our custom logic broke there and we had to update it. Unfortunately, this update won't be available to 1Password 4 users.

If you're on a system that supports it, could you see if it works better in 1Password 6?

wmagri

I have version 6.2 Beta 3 running on my new MacBook Pro running El Capitan and it does not have this problem. However I'm not a fan of Apple's latest OS's and I refuse to upgrade my other Macs to Yosemite or El Capitan just for the privilege of getting 1Password to work properly.

I have been a loyal 1Password user (Mac and Windows) for a very long time. However my enthusiasm is quickly beginning to wane.

AGAlumB

@wmagri: I'm sorry that you've been having so much trouble. As a Citi customer myself, I've been riding that same rollercoaster over the years as they've made changes to their site and 1Password has changed to try to keep up. It sounds like you're in a bit of a tough spot too for a few reasons: only the current version of 1Password is going to get the latest improvements (with a few exceptions, since the 1Password 4 and 5 can also use the same extension, though without some benefits that require changes in the app itself — as jxpx777 mentioned), and 1Password 6 does not support Mavericks, only Yosemite and El Capitan.

Where this becomes a problem for you is that's generally going to mean only the current OS release gets fixes like these. The reason for this is that most Mac (and iOS) users in general are on the latest OS; and since we're a small team, we really need to focus on where we can do the most good for the most people.

I'd be interested to hear more about the issues you're facing with El Capitan specifically, but that's a topic for a separate discussion. But suffice to say that by using the current OS, you get the benefit of not only the latest 1Password improvements, but also security features and fixes that either aren't possible on the old versions, or that even Apple simply doesn't have the resources to backport (not the least of these being Safari 9 and System Integrity Protection).

That's not to say that El Capitan doesn't come with its share of problems too, but that's the case with any software. Given that 10.11.4 is due to be released soon, I'd say that now would be as good a time as any, since the OS has a few major updates under its belt at this point. Whether we're talking about 1Password or OS X (or both), the most significant benefit about using the current version is that it's being actively developed, so you can get not only important security fixes, but also improvements and refinements to existing features — even if the new ones don't particularly appeal to you. For example, login filling is one of 1Password's oldest features. And though you don't need to update to get that, the latest version will also have the latest improvements to 1Password's ability to integrate with browsers and fill your login credentials.

Obviously if you're averse to updating, you're in a very difficult position, and I'm sorry about that. I skipped Lion altogether myself, and that was difficult for me for a while there too, so I feel like I have a sense for where you're coming from. It's entirely up to each of us whether we update or not, but it's the only way for us as users to reap the benefits of continued development; and there's really no sustainable way for AgileBits to continue developing 1Password 4, 5, and 6 for different OS X releases concurrently on an ongoing basis; so we need focus on making the current version the best it can be on the current OS.

I'm sorry that you're in this position, having to choose between the latest version of 1Password and an old OS X release that you've presumably grown rather attached to (I was a big fan of Mavericks myself!) While I'd offer that 1Password 6 supports Yosemite as well, frankly I didn't find it to be the most reliable, so I can't think of any reason to recommend it over El Capitan, which has been (for the most part) great. The silver lining here to all of this is that you're not in the position of not having a choice: since any Mac that can run Mavericks has the opportunity to upgrade to El Capitan (and therefore to also run 1Password 6, which is also a free upgrade from 1Password 4), you at least have the option. Hopefully that's some consolation, as it's good to be able to decide these things for ourselves, rather than being bound by the timing of a hardware purchase made years ago!

AGAlumB

I just wanted to follow up here in case anyone else ran into a similar issue:

There appears to be a login issue on Citi's end affecting my preferred login page (and the one that works best in 1Password currently):
https://www.accountonline.citibank.com/cards/svc/LoginGet.do

I'm not able to login there at all today, not even manually pasting or typing my login credentials (though other login portals work), so it's definitely not a 1Password issue. I can only imagine it's some sort of maintenance or backend problem on the former.

Update: It's working again now (after I'd been struggling with it for about an hour), so it must have just been a temporary problem that's since been resolved. Huh.