1password doesn't accept master password

jim_1passwordforum

Hello. I've tried to log into my 1password on ios. It says there was a problem with the master password. I haven't forgotten it as I can login to my PC app just fine. I deleted the app on the iphone but same problem after reinstalling. I am using the latest ios firmware 12.1 and 1 password 7.2.2. How can I get this to work please?

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1Password Version: 7.2.2
Extension Version: Not Provided
OS Version: ios 12.1
Sync Type: ?

jim_1passwordforum

Oh it's a family account.

Ben

Hi @jim_1passwordforum

I'd be happy to help with this. A few questions to get us started:

• Do you have a 1Password subscription membership?
• If so are you able to log in at https://my.1password.com/ ?
• In 1Password for Mac if you look in 1Password > Preferences > All Vaults do you see a vault named "Primary" listed?

Please let me know.

Ben

jim_1passwordforum

Yes, we have membership subscription.
Yes, I can login into https://my.1password.com/
I'm on iPhone not MAC. I reinstalled the app. I can't see any vaults at all. Just the "New to 1Password>" screen with options for 1password.com, iCloud, Dropbox, WLAN Server and "Create a standalone vault".

Ben

@jim_1passwordforum

You mentioned the "PC app" -- is that 1Password for Windows or 1Password for Mac? That's where I wanted you to look for that last item. In any event, if you are able to sign in at my.1password.com that is a good start. Please go to the Get the Apps page there (https://my.1password.com/apps ) to get your Setup Code and then scan on the 1Password.com sign in page in 1Password for iOS and enter the same password you entered to log in at my.1password.com to add your account to 1Password for iOS.

Ben

jim_1passwordforum

It's Windows.

Before I scan the code, it says on the iphone that "We found 1 account". Then under that further down "Add other account". In the account that it found, our family account, it will not accept my Master Password.

Do I ignore this and go to "Add other account"?

jim_1passwordforum

Hi Ben. I am in! I used the "Add other account".

Many thanks for your time and help.

Ben

Yes, it seems your Secret Key was changed somewhere along the way so the "We found 1 account" option had the wrong Secret Key stored. "Add other account" was the correct choice (as you found). Glad to hear it worked out. :)

If we can be of further assistance, please don't hesitate to contact us.

Ben