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I have an account (ie: email address, secret key, master password), but unable to create new Acct

sanemetz
sanemetz
Community Member

I am trying to install 1Password on my windows pc. I have downloaded and and trying to add my account, but it is saying "We were unable to verify your credentials. Please make sure your username, password, and Secret Key are correct." I am scanning my QR from my Emergency Card. The master password is correct as I am currently running 1Password on my iPhone 8 Plus, iPad, Mac (High Sierra 10.13.6). I even went into my 1Password and changed the master password, but I still get the same message. When I go into the Account tab in Preferences (on the Mac), I am asked to sign in. So, not sure why I'm not signed in on any device, but everything is working fine. I synch using my iCloud account.

Your help would be greatly appreciated. I can create another account, but don't want to risk losing all my password data.


1Password Version: 6.8.9
Extension Version: 4.7.2
OS Version: OSX 10.13.6
Sync Type: iCloud
Referrer: forum-search:I have an account

Comments

  • Lars
    Lars
    1Password Alumni

    Welcome to the forum, @sanemetz! Sorry for the trouble you're having just now. It sounds as if you may have some mix of local (standalone) vaults as well as one or more 1password.com accounts. To get a better idea of what's where on each of your 1Password-enabled devices, I'd like to ask you to create some diagnostics reports, one from each of your devices.

    —Mac—
    https://support.1password.com/diagnostics/?mac

    —iOS—
    https://support.1password.com/diagnostics/?ios

    —Windows—
    https://support.1password.com/diagnostics/?windows

    Please add the following code (including the square brackets) to the Subject line of your diagnostics emails before sending them:

    [#AQU-32647-112]

    This will link your diagnostics to our current discussion. We'll take a look and let you know what we find out.

    For anyone else reading, please note: this ID is for @sanemetz only. If you’re experiencing the same issue and need help, please ask us for your own ID.

    ref: AQU-32647-112

  • sanemetz
    sanemetz
    Community Member

    Thank you for your email. I have run the diagnostics and have sent you three emails (iPhone, iPad and Mac). I have yet to get an instance installed successfully on Windows. I look forward to resolving this issue as I love 1Password.

  • Lars
    Lars
    1Password Alumni

    @sanemetz - thanks! One of us will be with you shortly. :)

This discussion has been closed.