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March 24, 2023
Question

not able to sign in on new laptop

  • March 24, 2023
  • 6 replies
  • 148 views

Hello,

I have 1Password on my desktop pc, on my iPhone, and on an iPad Air.

All working fine no issues. (I can log in on the app on all the devices.)

I am also able to log into my 1Password account directly on the website to see my settings and account info there, no problem.

I just recently bought a new laptop, and went to download and install 1Password on it, the installation was good - the app installed fine.

BUT, when I went to actually sign into it, I was not able to, it stopped and said it wasn’t able to sign me in, & please check if typo or info is correct???!!!

And it is, I tried many times and verified with looking at my other devices to make sure.

I uninstalled and reinstalled several times and still it does not let me sign into 1Password on my new laptop.

And yes, I have my emergency kit and verified that and used the secret key —— I even generated a new secret key and it still does not let me sign in on the new laptop.

It works on all the other devices - I even signed out and back in on the other devices with the new secret key and they all work?

But it still will not let me sign in on my new laptop???

Please help? It works on 3 of my devices but not on my laptop which will be only the fourth device.


1Password Version: 8.10.3
Extension Version: Not Provided
OS Version: Windows 11 pro - 22h2
Browser:_ MS Edge (latest update)

6 replies

March 24, 2023

Hello,
Take a look here : https://support.1password.com/secret-key/#:%7E:text=1Password%208-,Open%20and%20unlock%201Password.,Secret%20Key%20and%20choose%20Copy..

1P_Gem
1Password Employee
1Password Employee
March 24, 2023

Hi @francisfrancis! Have you been able to sign in using the method @Ekalb suggested, or are you still running into issues?

If you are still having trouble, could you send in a diagnostics report to support+forum@1password.com so we can take a closer look?

With your email please include:

Once you get a response with a Support ID, please post that number here so we can connect the dots. Thanks!

March 25, 2023

For your reference, this is your support ID:

[#KEU-58552-344]

1P_Gem
1Password Employee
1Password Employee
March 27, 2023

Hi @francisfrancis! Thanks for letting us know, and apologies for the late response here - I can see that we've received your email, and you've been in conversation with the team already 😄 don't hesitate to reach back out if you have any further trouble, and we'll be happy to help.

ref: KEU-58552-344

March 28, 2023

Thank you

1P_Gem
1Password Employee
1Password Employee
March 28, 2023

You're very welcome @francisfrancis 😄