Client cant log into browser extension

Hello, @letishaedl. Thank you for writing in, and welcome to the 1Password community forums!

I'm sorry about the trouble the user is running into with 1Password. The user can try this alternate method to add the account to the 1Password desktop app:

1. Sign in to https://my.1password.com
2. On the right sidebar, click the account name and select "Get the Apps".
3. Besides the hidden QR code, click "Add your account directly" and select "Open Link".
   
4. When the 1Password desktop app opens, enter the account password where prompted.

I hope that helps. Let me know how that goes.

-Evon

Thanks Evon but that didn't work. She also isn't able to scan the QR code to log into the app/browser because it will not scan

We have to do a recovery of her account each time she's logged out (of the browser) because her recovery key doesn't work. I find it strange she's able to access via the web (when we recover her account) vs using the app and browser extension. We've done all troubleshooting steps including testing in different browser, removing the extension and re-downloading the app.

@letishaedl,

I'm sorry that didn't work. So that the team can take a closer look at the issue, I recommend sending an email to mailto:support+forum@1Password.com. With your email, please include the following:

• A link to this thread: https://1password.community/discussion/146618/
• Your forum username: letishaedl

You should receive an automated reply from our BitBot assistant with a Support ID number. Please post that number here, and I will be able to locate your message and make sure it has gotten to the right place. Thank you!

-Evon