1Password 6.9.1 could not login to iPhone 5 with iOS 10.3.3

technowartechnowar
edited October 2018 in Memberships

Just recently signed up for 1Password. I have no problems signing in with 1Password in the browser and 1Password 7 for Mac, however, I could not login using my iPhone. It keeps on telling me to check my email and secret key. I scanned the QR code from the document 1Password gave me and automatically filled up the email and secret key fields.

EDIT
Generated me new secret keys, still not working.


1Password Version: 6.9.1
Extension Version: Not Provided
OS Version: iOS 10.3.3
Sync Type: Not Provided

Comments

  • brentybrenty

    Team Member
    edited October 2018

    @technowar: What exactly are you trying to do? Regenerating the Secret Key invalidates the old one (and Setup Code), so you'll need to use the new one going forward. Make sure you have it. All of your account credentials need to be correct in order for you to sign in, not just the Secret Key and Master Password. So if you've been messing around making other changes to your account, that will just cause you additional confusion. For example, if you enabled two-factor authentication, that won't work with an outdated version. You'll need to either update or disable it. Do you have an individual 1Password.com membership, 1Password Families, or business or team plan?

  • technowartechnowar
    edited October 2018

    I have 1Password Families.

    After generating a new secret key, I downloaded the emergency kit. Went to 1Password in my iPhone 5, scanned the newly downloaded emergency kit QR code so it'll auto populate the sign-in address, email address and the secret key. Typed in my master password and tap Sign in button, but I am always getting check my email and secret key error message.

  • brentybrenty

    Team Member

    @technowar: Did you enable two-factor authentication on your account? And could you please tell me exactly what you're seeing? If it's simpler, take a screenshot of this. To include it in your reply, simply click the document button in the top of the comment field, and select the file you wish to share:


     
    Just be sure not to post anything sensitive, as this is a public forum. Thanks in advance!

  • 2FA is currently disabled.

    1Password

    Genera/About

  • MeekMeek

    Team Member

    Hey @technowar, I'm sorry to hear about the trouble signing in on your phone when you can sign in fine in the browser. Let's figure out what is going on. I'd like to ask you to create a Diagnostics Report from your iPhone:

    How to send a 1Password diagnostics report

    Attach the Diagnostics Report(s) to an email message addressed to [email protected].

    Please do not post your Diagnostics Report(s) in the forums, but please do include a link to this thread in your email, along with your forum username so that we can link it up to this discussion.

    You should receive an automated reply from our BitBot assistant with a Support ID. Please post that ID here so we can track down the report(s) and ensure that this issue is dealt with quickly. :)

    Once we see the report we should be able to better assist you. Thanks very much!

  • I just sent the diagnostic report.

    Thank you for looking into it.

  • MeekMeek

    Team Member

    @technowar thanks for sending it in! Mind posting your support ID here that you should have received in an automated reply? It'll help me find your email.

  • technowartechnowar
    edited October 2018

    Sure, the ticket is #PEF-69478-988

    Once again, thank you @Meek for looking into it.

  • MeekMeek

    Team Member
    edited October 2018

    Thanks @technowar! We'll continue the discussion over email :+1:

    ref: PEF-69478-988

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