Mac App can't login

benoti
benoti
Community Member

Hello, I have a user who had to use a recovery code to get back into her online account, we managed to get that fixed and now she can login to the web portal no issue

http://1password.com/

But now we can't login to the Mac Application, have deleted the app and removed the local folders for 1password, hoping we'd be able to setup again using the recovery kit but when we open the app it just wants a password but she can't seem to sign in with the received password. Not sure how to get the Mac local app working again now, any ideas would be helpful not come across this issue before


1Password Version: 1Password 7 Version 7.3.2 (70302004) 1Password Sto
Extension Version: Not Provided
OS Version: 10.15.2 (19C57)
Sync Type: iCloud

Comments

  • @benoti

    when we open the app it just wants a password but she can't seem to sign in with the received password.

    I want to start by saying, 1Password has always used a hands-off approach to your Master Password. We do not know it! We do not send a password, as we don't have one to send. The Emergency Kit contains her Secret Key, which I think you're referring too. The Secret Key would be what you used to access her online account in combination with her Master Password and email.

    If she was able to log in online, that's great! It should be prompting her to enter her Master Password in the Mac app. Is this not what you see? Additionally, make sure that she is using the correct email and Master Password, a mismatch between these could cause the issue, that I believe you're seeing. I suspect she is trying to enter in the Secret Key, where she should be entering her Master Password. It sounds as if she may be thinking the Secret Key reset her Master Password, and it did not do that. I encourage you to read more about how the Secret Key works and what its purpose is.
    https://support.1password.com/secret-key-security/

    You do have one other option available to you. That's to start over locally, removing all local data and pulling in a fresh set from her account. https://support.1password.com/starting-over/ However, I believe that my bolded statement above will solve the issue.

    • Before resetting any account, always ensure the Emergency Kit is saved and backed up. You will need it again to access any data.

    Please let us know how it goes and if we can assist further. If we need to delve further and answer account-specific questions, please be aware that we only answer those via our ticket system. In which case, I would recommend reaching out via https://support.1password.com/contact-us/ and select the email option. Please make sure to use the email address tied to the account in question.

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