Can't login to desktop app after a password reset

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michaelscott
michaelscott
Community Member
in Mac

I had to reset the password for a team member. This process was successful and he can now log in 1password.com and access his vault. However, he cannot unlock his 1password Mac desktop App because it does not recognise the updated password. We notice that the Secret Key displayed on this app is the OLD one, not the current Secret Key. Maybe this is the source of the problem? I tried uninstalling the App, and reinstalling it, but no success. He still can't unlock the app even though the password is correct. He can unlock the 1password App on his phone which proves the details are correct.

What can we do to 'reset' the desktop app to allow access?

1Password Version: Not Provided
Extension Version: Not Provided
OS Version: Not Provided
Sync Type: Not Provided
Referrer: forum-search:how to contact help!

Comments

  • ag_ana
    ag_ana
    1Password Alumni
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    Hi @michaelscott! Welcome to the forum!

    After recovering the account, please start over in the 1Password app so you can enter your new credentials :)

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