Family user issues logging in to 1Password

Question

My son is an authorized family user of 1Password. Seems like when he got a new phone, things went south. We have a shared vault and I assume he has stuff in his personal vault.

I actually thought it was the other way - that he did not have his laptop working but I had assumed his phone was working. And it's possible we did something for that which then screwed up his login on his phone.

I have been tempted to just wipe him from the family account and start over, but pretty sure that would lose any saved credentials in his personal vault. Pretty sure he has it installed and working on his laptop but that could be wrong. (I feel like we went through some drill a few months ago to "set up a new device" and share whatever info was needed, although not clear how far he got with that, because a QR code was presented and the camera on MacBook Pro really did not know what to do with a QR code held in front of it.)

In the screen shot he sent me, I see what appears to be a secret key. Cropped to avoid posting here.

I am struggling to assist him. He is 210 miles away.

Any suggestions?

1P_Timothy · Answer

Hi @billdavies! Thanks for writing in. I'm sorry to hear there's been an issue for your son with his new phone.

Assuming he's entering his password correctly, is it possible that his Secret Key recently changed? It's possible for a user to regenerate their own Secret Key, and it would also be regenerated if the account went through the recovery process. In either case, locating the new Secret Key on 1Password.com (found under user name > Manage account), then entering it in the 1Password apps should allow the user to sign in as expected.

If there does seem to be an issue with a changed Secret Key, and your son is having trouble signing in on 1Password.com, another option would be to recover his account. This would allow him to create fresh account credentials without losing anything he saved in 1Password. To recover his account, you would have to be a Family Organizer, and he would need to have access to the email account associated with his 1Password account.

If both those details are in place, you can follow the steps in the first guide, and after he can follow the steps in the second:

Let us know if you have any questions on this, or if we can help with anything.

If it doesn't look like the Secret Key is the culprit, would it be possible for your son to get in touch with our support team? This sort of issue can be a bit difficult to diagnose second hand. He can send an email to support@1password.com with a description of the issue, and our team would be happy to dig in further.

Thanks again!

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