Cannot access my 1password app on Mac and website (lost my authenticator app)

I bought a new phone and made a clean install on my Mac. I can’t login without providing a 6 digit auth code from the auth app, but as the phone was restored from a backup none of the authenticated sources were in the app, including 1password. Basically, I can’t authenticate 2F so I’m stuck. I’ve got the other stuff, secret key, master pass, etc.

Please help :(

[#CSH-15181-375]


1Password Version: 7.2.2
Extension Version: 7.2.2
OS Version: 10.14.2
Sync Type: iCloud (I think…)
Referrer: forum-search:Cannot access my 1password app on Mac and website, lost 2F auth app

Comments

  • brentybrenty

    Team Member

    @Kaske: Thanks for getting in touch! It sounds like you may have locked yourself out of your 1Password.com account by not having the authentication code. Is that correct? If so, we may be able to help, but it can a number of days to do so, since there's a verification process and changes that need to be made to your account if everything checks out.

    If you are temporarily away from the device where your authentication code is generated, it may be best to wait until you have access to that device again. Alternatively, you could use a device that is already signed in, whether it’s one of the 1Password apps or a browser you’ve signed in with before. The code is only needed when signing into a new device/browser, so you could access your account on an existing device and disable it from there:

    1. Click your name in the top right and select My Profile on 1Password.com in a browser where you've already signed in previously
    2. Click More Options on the left and select Turn Off Two-Factor Authentication.

    From there, you can also re-enable 2FA to get a new TOTP secret and set it up again if you wish. Just be sure to save a backup somewhere safe.

    Finally, several authenticator apps have backup and recover options. Authy is one example of an app that allows you to recover your 2FA codes if you lose your phone. You can find their instructions here:

    https://support.authy.com/hc/articles/115012672088-Restoring-Authy-Access-on-a-New-Lost-or-Inaccessible-Phone

    But even if you don’t use Authy, it’s worth checking to see if your authenticator app has options available for recovery.

    However, if you're part of a 1Password Teams/Business plan, another admin could help you recover your account, which could allow you to regain access:

    https://support.1password.com/recovery

    Otherwise, if you won't have access to the device where the authentication code is generated going forward, or any other devices you've already authorized with your 1Password.com account, you'll need to go through a verification process with us. Since I see that you've also emailed us separately as well, I'll follow up with you there in case you need to do that. :)

    ref: CSH-15181-375

  • Unfortunately, I haven’t set up 2F authentication backup options in the Microsoft authenticator app because I wasn’t aware that it existed, specifically through the iCloud. And I’m not logged in to any browser as I just reinstalled Mojave on Mac, so I’m logged out from everything.

    I have access to 1Password on my new iPhone as I restored it from backup, so I can luckily use passwords to login to other apps and services from there.

    It seems that I have no other option but starting the process with you, so I will continue the conversation in the email thread.

    Thanks.

  • brentybrenty

    Team Member

    Got it. We'll go from there via email then. :)

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