Family member can't sign into IOS app.

Hello @os2mac! 👋

I'm sorry to hear that your wife is unable to add her account to 1Password on iOS. You said that she can login to the website, can you have her try to log in to her 1Password account on 1Password.com using Safari on the iOS device (not on a Mac or Windows PC)? Can she log in using Safari on iOS?

If she can login to 1Password.com on iOS then what error message does she see when she tries add the account to the iOS app?

I look forward to hearing from you. 🙂

So that worked just fine.

The error says a problem exists with your sign in. Please check your master password or sign in manually with the details from emergency kit or a signed on device

@os2mac

Try from a different connection. That could be different Wi-Fi, or cellular etc. It is rare, but occasionally we will see issue like what you have described. Most often issues can be resolved by turning off any VPN's in use. Sometimes it's a wrong Emergency Kit in use from changing regions. We can help you narrow this down and get things where they need to be.

If the trouble continues can you reach out to us using support@1password.com ? Please make sure to write in from the email address associated with your account.

No vpn, it’s the right emergency kit.

She tried from cellular. We deleted the app and reinstalled it

@os2mac

Thank you for the reply. Did deleting the app and reinstalling it resolve the issue? If it didn't then please write in to support@1password.com and our team would be happy to help further. 😊

No it did not.

@os2mac

Please try opening this address in Safari: onepassword://diagnostics on your wife's device.

That should prompt 1Password to generate a diagnostic report. Please email that report to support+forum@1password.com, along with a link to this thread (https://1password.community/discussion/127798/family-member-cant-sign-into-ios-app#latest). When you do you'll get a Support ID back from BitBot. Please post that ID here.

Ben

It’s already been sent in

@os2mac

Sounds good! Please continue working with my colleague over email, if you don't receive a response then please post the Support ID (you'll find it in the subject line of the email thread) and I'll get the ticket chased for you. 😊