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Anonymous
January 3, 2022
Question

New password not accepted

Hi there

2 member family account, my wife tried to set up 1pw on her MacBook and got stuck. She did not write down her master pw, did not print the emergency thing, and now asked me to set up her computer. Because I have no account details, I ran through the recovery process. Seems to all work, and I can log into 1pw from the website using the new password.

The problem starts with 1password 7 for Mac, and the browser extension. Neither one accepts the new password. The login thing shakes back and forth, turns red, and says "Your master password is required to use touch ID".

I've run through the recovery process twice with the same result, not sure what I am doing wrong

1Password Version: 7.9.2
Extension Version: 2.1.4
OS Version: MacOS Big Sur 11.4

11 replies

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1P_Dave
1Password Employee
1P_Dave
1Password Employee
January 16, 2022

@lostin1pass I'm sorry to hear that you're having trouble resetting the 1Password for Mac app. Even when the 1Password app is locked you can find the Help menu item at the top of your screen:

What did you see at the top of the screen in the menubar after clicking on the 1Password app's lock screen window?

That being said, I'm happy that it sounds like you were able to resolve the issue that you were running into on your Mac using another method. :)

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