1Password seems to work great on everything except my Citibank (Costco) log in. What's up?

I can log in by typing the same information by hand or from the saved Safari password, but it will not accept the same information from 1Password. I even deleted the previous log in on 1Password and had it save the working password as new. I signed out and attempted to sign in again via 1Password and it was still rejected. Tried same on Firefox. Same result.

1Password Version: 7.1.2
Extension Version: Safari
OS Version: OS X 10.12.6
Sync Type: Not Provided
Referrer: forum-search:1Password will not work with Citibank card (Costco)


  • brentybrenty

    Team Member

    @dataminn: Thanks for getting in touch! I can't say for certain since I don't have a Costco credit card and am not sure if there's any difference in the process with that, but I have other accounts with Citi that I log into with 1Password, so I think there's a good chance there's a solution.

    First and foremost, you'll get the best experience by updating 1Password and your browser (and, let's be honest, your OS). You should be running at least Safari 12 and 1Password 7.2.2, so check the App Store for updates (and 1Password, if you've installed it from our website -- otherwise you'd update through the App Store as well).

    Next, can you give me the specifics about the URL where you're having trouble signing in, and the specific issue you're seeing? I'll be happy to test it and see if there's a way to get it working. Thanks in advance! :)

  • Hi Bretty,

    Thanks for the response. I know my OS is probably on its last legs. We have been talking about retiring the Mac, but it continues to give good service. In regards to the other suggestions, I am running Safari 12.0.2. When I check for 1Password updates, I am told my software is current at 7.0.2. Is this the case because of my OS or is there another explanation?

  • Additional, my wife's laptop is OS 10.14.1, 1Password 7.2.2, and Firefox 64.0, so all is current. It has the same issue with logging into Citi (Costco). We are properly taken to the site, the user name and password fill and it is then rejected. I enter exactly the same information by hand and it is accepted.

  • brentybrenty

    Team Member

    @dataminn: Thank you! On your own Mac, make sure you install the latest version of 1Password. It's needed in order to work with Safari 12:


    It sounds like your wife already has it though. :)

    I don't think that's your problem with Citi though. When you go to that page, enter your "User ID", and then select the "Password" field, you'll notice that they change your email address from something like "[email protected]" to "my****************om". I don't know why they do that, so don't ask me! :lol:

    Anyway, as a result, you have probably saved the messed up contents of the "User ID" field in 1Password. Please edit the item to make sure it has your actual User ID, not the mangling the website did to it. I suspect that will work better for you. :)

  • LewLew Junior Member

    My issue with logging in to Citi was it not accepting my ID and password the first time it was entered. It would always require a second attempt.

    I learned just today that signing in using the following url works the first time every time: https://online.citi.com/US/login.do

  • brentybrenty

    Team Member

    That's my go-to as well. Just as long as you've got your full username and password in the login item, you should be all set. Cheers! :)

  • I have this same issue. The problem I have (and could be yours) is that Citibank offers branded cards for different retailers, and the same domain has a URL token/variable ("siteId") that identifies the brand. 1Password matches the domain, not the full URL, so 1password will use whatever login you choose. Even worse, Citibank allows the same ID to be used across multiple siteIDs, making it appear that you've entered the right userid (but are using a password for another siteID).

    is there a way to have 1password recognize the siteID variable in the URL so it removes the other non-matching logins? A complexity (shown below) is that variable names can differ by bank (Citi uses "siteID", Synchrony uses "market").

    Examples are:
    Costco: https://citiretailservices.citibankonline.com/RSnextgen/svc/launch/index.action?siteId=PLCN_COSTCO#signon
    NTB: https://citiretailservices.citibankonline.com/RSnextgen/svc/launch/index.action?siteId=PLCN_SERVICECENTRAL#signon
    Best Buy: https://citiretailservices.citibankonline.com/RSnextgen/svc/launch/index.action?siteId=PLCN_BESTBUY#signon
    Sears: https://citiretailservices.citibankonline.com/RSnextgen/svc/launch/index.action?siteId=SEARS#signon

    Synchrony Bank has a similar setup:
    Newegg: https://www.mysynchrony.com/mysyf/cmp-index.html?market=electronics&store=newegg
    B&H Photo: https://www.mysynchrony.com/mysyf/cmp-index.html?market=electronics&store=bhphoto

  • ag_sebastianag_sebastian 1Password Alumni

    Hi there @jamesgarvey!

    Thanks so much for the inside information. At the moment, there's no way for 1Password to fully distinguish between these URL paths, as it only looks at the site domain and subdomain. Having said that, you've given us something to think about. I can't make any promises or give you any timelines, but if more sites start doing the same thing, this will be something we should address sooner rather than later.

  • Thanks AG, wasn’t looking for any promises, just trying to offer a reason why this occurs. I I’d also recommend deleting any saved browser logins for these sites, since you’ll have the same problem of supplying credentials for the wrong “brand.”

  • Hi @jamesgarvey,

    I can see how multiple and separate accounts all tied to the same domain could potentially cause confusion and I'm guessing you need to ensure each is titled appropriately to minimise that potential for error. As well as that though Citi is a site we've had trouble with in the past as each sign-in form differs from the next and they all tend to do something that requires detailing each variant. I wasn't aware of all of those chains that used them but I know we've documented BestBuy and hopefully that means any other one using the citiretailservices subdomain do correctly fill even if it requires choosing the right Login item.

    @dataminn, with so many different sign-in forms and different accounts (and not residing in the US either) I struggle to know what URLs should work with a particular account. It's possible all should work but then I've never understood why they have so many subtly different sign-in forms either. Brenty's suggestion of checking what is stored by 1Password is a good one because I have seen that trip things up in the past.

  • @littlebobbytables here's a good link that lists of Citi's "branded" and Synchrony "branded" cards. I do have my logins saved by name and have to make sure my browsers are set to use 1password as the password manager.


  • Thanks for all the feedback. I cleared the existing and correct password in 1Password, entered an incorrect password and tried to log on, which failed, of course, reentered the original password and tried again. Success!

  • Hi @dataminn,

    Just to make sure I'm not misunderstanding at all, do you have a working Login item and it routinely works for you now?

  • Yes, that is correct. All is good.

  • brentybrenty

    Team Member

    Glad to hear it. :)

This discussion has been closed.