Please help! "Check Your Email and Secret Key"

Please, someone help me. I have been trying to log into my 1password account on my iPad and my iPhone for over an hour. I have tried everything. I tried regenerating a Secret Key -- did not work. I have confirmed 100% that all my info is correct. Yes, the Sign-in address is correct. I have also tried using the QR code on the emergency paper and did not work. Someone please help me correct this problem as it is EXTREMELY annoying!


1Password Version: 6.9.1
Extension Version: Not Provided
OS Version: iOS 11.3.1
Sync Type: 1Password

Comments

  • BenBen AWS Team

    Team Member

    Hi @CKELLEY14,

    I'm sorry to hear about the trouble. I'd like to have you try an alternate sign-in address. Please email us from the email address on your account. You can reach us at [email protected]. When you email in you'll get a support ID back from BitBot. Please post that ID here so I can send you the appropriate information.

    Thank you.

    Ben

  • Hi @Ben . I'm also having this precise problem (seemingly incorrect sign-in address for a new family account). I submitted a support ticked [#RTZ-58423-772] but have been unable to use the iOS app all day. Any help would be appreciated.

  • BenBen AWS Team

    Team Member

    I've replied via email. Thanks. :)

    Ben

    ref: RTZ-58423-772

  • Thanks! This solved my problem. However a family member created a new account and she is having the sample problem on one of her iOS devices. She has submitted ticket [#DHM-57511-357]

  • brentybrenty

    Team Member

    Glad to hear you were able to sign into your account! We'll reply there via email. :)

    ref: DHM-57511-357

  • I, too, cannot login to my 1Password account from my iPad. I want to substitute my Private vault in place of my Primary vault. I have emailed the address handed above to the OP.

  • BenBen AWS Team

    Team Member

    Thanks @cantonese. I've replied via email.

    Ben

  • I'm having this same issue after I got a new iPhone. I can login to all my other devices just fine, but can't through this new iphone.

  • brentybrenty

    Team Member

    @austinarose: Please enter all of your current account credentials yourself. If you're autofilling them some how, they may reflect outdated information. And if you need help, be sure to let us know the specifics. Without any details of the versions you're using and the exact steps you're taking and their results, we'll just be making educated guesses.

  • @brenty Same as above. I'm on an iPhone XS (new today). iOS 12.1. When I open the 1password app, I select 1Password.com because I have an account. Then I either scan the setup code and enter the master password or enter everything manually. I've tried both multiple times today. Then it says "Check Your Email and Security Key" and won't let me login. I can successfully log into the website and the app on my computer. I bought a new computer today as well and install 1Password on Windows, used the same credentials and it worked there. So, something is up with the app on my phone. Is that enough info? Can you help please?

  • I have also gone through the steps outlined in your documentation of uninstalling the app, restarting the phone, re-installing the app from the App Store...still no luck

  • BenBen AWS Team

    Team Member

    @austinarose

    Are you using https://my.1password.com as the sign-in address?

    Ben

  • no, I wasn't. The bar code I had was giving me a custom one I had created a while ago. Use my.1password.com solved it. Thanks.

  • BenBen AWS Team

    Team Member

    Thanks for the update. :+1:

    Ben

  • jayb3369jayb3369 Junior Member

    I am having the exact same problem. It started when my subscription lapsed and I tried to go in and update my billing information,
    Support ID is #LNH-15513-799.

  • ag_anaag_ana

    Team Member

    Hi @jayb3369!

    Thank you! We have received your email and we will get back to you over there as soon as possible.

    Thank you for your patience!

    ref: LNH-15513-799

  • I am having this exact problem as well installing the app on an iPad. Have tried scanning the QR card off my phone and also typing everything from scratch.

    This is clearly a common but readily solved problem. It would be good if you could post the solution here as this is the top result when you search for the error.

  • ag_anaag_ana

    Team Member

    Hi @chrisford! Welcome to the forum!

    Are you using https://my.1password.com as your sign-in address as suggested above?

  • Hi team, I have the same issue and logged case [#KEL-26473-421] for this issue.
    I have tried the following:

    • Entered all details using QR code from working iphone
    • Removed all details & entered all details manually
    • Ensured I'm using https://my.1password.com as sign-in address
    • Removed and reinstalled the 1Password app
    • Note ipad is older, so most up to date version is 1Password version 6
    • Also note, the family account works fine on 3 iphones, 1 other ipad and on pc & mac
      Thanks!
  • ag_anaag_ana

    Team Member

    Thank you @Beer66! I managed to locate your message in our system, so we will get back to you via email as soon as possible ;)

    And welcome to the forum!

    ref: KEL-26473-421

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