New user, can't verify login on iOS

lizrouns

I just signed up for an account several days ago. I downloaded the browser extension and the Windows app fine (although it wasn't well documented that that was what I would have to do) and stored my vault on Dropbox. I have changed a few passwords and they are showing up in the Windows app.

I then downloaded the iOS app, chose 'teams/family' (even though I'm not in one, because I'm not creating a new account, but logging into an existing one... right?) and scanned my QR code and entered my password and got 'Unable to verify credentials' error repeatedly. I found a forum post suggesting that special characters in the master password might be trouble, so I changed my master password back to a combination of letters and numbers (that was simpler to type for troubleshooting!), verified I was typing it correctly, and still can't connect.

Any thoughts? I've already changed several passwords via the extension so I now can't get email on my phone.

Also why does my desktop app say 'demo mode'?

e

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1Password Version: 4.6.0.604
Extension Version: 4.5.9.90
OS Version: Windows 6.1.7601 SP 1
Sync Type: Dropbox (but can't!)

lizrouns

Update: I'm now thoroughly confused. I edited the master password, as I said above, on 1Password for Windows. It's been getting newly generated passwords from the browser plugin.

But 1Password.com doesn't recognize it - it still recognizes only the OLD master password. And my iOS app recognizes neither.

Am I signed up twice?! How is this supposed to work??

Ben

Hi @lizrouns,

It does appear you have a 1Password.com account. With 1Password.com accounts you do not / cannot sync via Dropbox. The sync is handled by 1Password.com. You just sign into your account from each of your devices and your data is then available on that device.

It looks like you downloaded 1Password 4 for Windows, which does not support 1Password.com accounts. To use your account on Windows you will need our 1Password 6 for Windows application:

https://1password.com/downloads/

So -- nothing that you have done in 1Password for Windows has had any effect on your account. That would still be using the Master Password chosen prior to any changes you made in 1Password 4 for Windows. When you go to sign in on iOS that will be the password you'll use.

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

Ben

ref: B5BO 187682

lizrouns

OK, so I'm going to uninstall 4.

I installed 6 and changed the master password to something easy to type, for setup, but it doesn't work on 1Password account, iOS or web. In fact though my master password is cookied successfully (so I can get in), I can't change it because I'm not using the right master password (I can't remember whether I changed it or not, and have tried both the original hard one and the newer easy one). Now I'm worried I'm going to have to delete everything and start over. I went ahead and exported passwords out of 4 so I can uninstall both 4 and 6, Should I just create a new 1Password account and start all the way over again?

So the main questions are: why would the master password that works on 1Password 6 not work on 1Password account on the web, Mac, or iOS?

If I really can't get into the others to change them back to something easy to type, how do I blow everything away and start from complete scratch?

e

AlexHoffmann

Hi @lizrouns,

Thanks for getting back to us.
We apologise for the confusing situation you've ended up in. I'm not entirely sure how you got there but I will help you set everything up.

The first step would be for you to go to 1Password.com and try to log into your account there, with the master password you set up for the account. Can you access your account?

If so, we can proceed with the next steps, setting up 1Password 6 and the iOS apps with the 1Password account and then getting your data into it.

Cheers,

Alex

lizrouns

Sorry, that's what I was trying to explain.

When I go to 1Password.com, the only way I can log in is because Google saved the password for me. If I try to enter the master password manually it does not let me in.

If I log into 1Password.com through the password that Google has remembered, and try to change my master password to a new one, I fail because it requires me to enter the current master password, which I cannot enter.

I have tried typing variants of my master password a million different ways in case I remembered it wrong, or used / didn't use punctuation, or caps lock, or spaces, or something. I can't figure out what happened.

I have so little information in there I'd be happy to just start all the way over with a brand new account / new master password, but not sure how to do that.

mohamedosman

Hey @lizrouns, if your password is saved in chrome, there's an easy way to view them. Go here and scroll down to the See your saved passwords section, and follow the directions there. Once you've got your password, I suggest logging back into your 1Password account and changing your password to something strong and memorable :).

Let me know how this works out for you.

lizrouns

BING BING BING Oh thank you so much.

Let's just say I misremembered what I originally entered - thought I was entering something with a numeral and actually must had shift down the first time (e.g., a % instead of a 5)

MikeT

Hi @lizrouns,

On behalf of Mohamed, you're welcome! I'm glad you got back in, that darn shift key.

If you do plan to change the password to something more memorable, be sure to print out the updated emergency PDF file and leave the password there before putting it in a safe place.