Not accepting master password, cannot open

kcoyle

I'm on Mac Mohave (10.14). When I upgraded, 1password stopped recognizing my master password, so I cannot open it. I upgraded to 1password 7. It still did not recognize my password. I dragged 1password to the trash then reinstalled. The new install has found my account but the install "add this account" also does not recognize my password.

---

1Password Version: 7.2.2
Extension Version: Not Provided
OS Version: 10.14
Sync Type: iCloud

kcoyle

Note: I can sign in online with my master password - the same one that the app rejects on Mac Mohave.

Lars

Welcome to the forum, @kcoyle! I'm sorry for the confusion. It sounds as if you may have created a 1password.com account at some point along the line, and used a different Master Password than the one you were previously using in your standalone 1Password setup. Could that be possible? You provided a sync type of "iCloud" above, but please check Preferences > Vaults in 1Password for Mac and tell me what you see there? How many vaults do you have, and what are their names?

kcoyle

No, the passwords have always been the same. I can't open Preferences > Vaults because I can't log in. Would I see that in the web version? When I sign in online I just see one vault.

Lars

@kcoyle - thanks for the clarification. What is the current status of things? When you sign into your account in a browser, do you see all of your data? Or is some of it missing, in your opinion?

kcoyle

In the browser it is all there. It's just on the Mac that I can't log on.

Lars

@kcoyle - ok, if you're certain all of your data is contained within your 1password.com account, and it's only the local 1Password app that's not working, then do this: in 1Password for Mac, click Help > Troubleshooting > Reset all 1Password Data. Be careful, this will do what it says: delete all your data. The next time you launch 1Password for Mac, it will be as if you are a brand new user; just sign into your 1password.com account, and you should be all set to go.

pdase

Lars,
It still wants the password.

pdase

Lars,
It still wants the password. Should I sign up for trial version. Will I ever get my account sorted out if I do that?

Lars

Welcome to the forum, @pdase! Since these are your first posts here, I'm not really quite sure how best to assist you. Can you tell me:

• what specific version of 1Password for Mac you are currently running?
• what specific version of macOS you're running?
• what specific version of 1Password extension in your browser you're using (and which browser)?
• what specific version of your browser you're using?
• what you mean by "it still wants the password?" (what does: 1Password for Mac? A website? 1password.com in a browser?
• anything else you think might be important that could help us narrow down the issue you're having.

Thanks! :)

pdase

Mojave 10.14.1
The extension is 7.2.2
Version of 1password is 7.2.2
When I try to start over with a new account, the website asks for the password.

Safari 12.01

Lars

@pdase - thanks for the clarification. As I mentioned in my other reply to you in a different thread, let's keep the conversation going via email. One of us will be with you shortly. Thanks. :)