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Forum Discussion
Using Emergency Kit
My son cannot get into 1Password. He does not remember his master password. (Got new laptop and phone, never bothered to get it working on the new devices.)
Being the geek of the family, I have his emergency kit PDF with his secret key, and a QR code. But he needs to get 1Password to launch and let him get to the "scan a code" option and that is where we are hung up.
Suggestions?
5 Replies
A short update. I recovered his account. He made a new master password. He can log in online and on his laptop. All working,
The password will not work on his iPhone 16 Pro. To be sure he neutered it, he only uses the phone on WiFi, he uses it as a camera, BUT he's using a flip phone as his phone to talk on - so that is where the SIM card is.
Is it possible that this is why his master password won't work on the iPhone?
- 1P_Dave
Moderator
I see that you have a ticket open with our support team. Can you reply to that support ticket and send in a screenshot of what your son sees when he tries to sign in to 1Password on his iPhone? Once our team has received the screenshot, they'll be able to advise further.
-Dave
The SIM card shouldn't have anything to do with it. You should be able to re-sign in or even sign-out but if it really doesn't work you could always have 'm reinstall the app (as in remove and install again) to really start fresh?
- 1P_Timothy
Community Manager
Hi billdavies, thanks for your question.
I just want to echo what Tom suggested. If your son doesn't know his account password the best option will be to recover his account (assuming you're the family organizer). Recovering an account will generate a new Secret Key (make sure to save the new Emergency Kit), and prompt the family member to register a new account password. You can find steps to recover his account in our guide .
After the recovery is complete, your son can sign into his account on my.1password.com, click his name in the top right corner, then select "Set up another device". From there he can find our download pages as well as an option to add his accounts to the 1Password apps.
Let us know if we can help with anything!
If you are the family owner, you can 'start recovery' on his behalf as well if that is the issue, having the emergency kit without the password won't help you. So just start recovery to get things going. "Scan the code" is only going to work with having all three 'unlocks' (e-mail + secret key + password)
