new user locked out of 1P iOS
Hi,
As I do regularly, I introduced a new user to 1Password for iOS the other day.
She downloaded the non-paid version of 1Password from the app store and proceeded to load it with her data.
For several days she was a happy 1Password user. Using her known good master password (she had it written down for reference until things were proven) and fingerprint as needed.
She then updated her iOS to 9.3.5 and 1Password began to refuse her fingerprint and her known master good password.
Before I could look into any possible resolutions, she deleted 1Password from her iPhone and re-downloaded it from the App Store (this happened today, 2016-09-02). It must be syncing somewhere because it still refuses her fingerprint and password.
She backs up her iPhone to iCloud.
What are her options at this point, if any, regarding recovering her 1Password data. I'll have access to the iPhone in question tonight and this weekend for troubleshooting.
What might cause 1Password to begin to refusing login?
Thanks,
Mike
1Password Version: Not Provided
Extension Version: Not Provided
OS Version: Not Provided
Sync Type: Not Provided
Comments
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Currently, when she launches the 1Password app, it sits at a screen asking for her "Password to Primary Vault".
It does currently display her personalized password hint correctly.
She had it sync to iCloud on setup.
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This morning we installed 1Password for Mac, signed into iCloud and it obviously picks up her information as it offers the same password hint as the iPhone 1Password does.
Still no luck signing in with known good password. :(
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Hi @wagnerone,
Thanks for taking the time to write in. I'm sorry to hear about the difficulty.
If she has tried this on multiple devices then the only issue I could imagine happening is that the Master Password is being entered incorrectly. Either she changed it since she wrote it down, or she wrote it down incorrectly.
(Un)fortunately the only way to decrypt 1Password data is with the correct Master Password.
Ben
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FWIW, we gave up and started over by deleting all things 1P and beginning again using the same master password. So far so good.
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Thanks for the update @wagnerone.
I'm sorry you ran into this trouble but I'm glad to hear it seems to be working better now. It is also worth mentioning that our new 1Password.com services offer account admins the ability to assist other members of the account with recovery (in the event of a forgotten Master Password / lost account key). May be something worth looking into. :)
1Password Teams Admin Guide: Account Recovery
Ben
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