Question

Regenerate Secret Key - Did Not Create Emergency Kit - Offline Mode

Forum|Forum|1 year ago
March 24, 2025
2 replies
838 views

On a Windows 11 PC, I started to regenerate a secret key. I pressed the regenerate key and I expected to see a web page to create the emergency kit for printing and then safe storage. After pressing the regenerate key, a webpage appeared asking me to insert the new secret key and the master password. I had no opportunity to copy the secret key. Now I am unable to access my 1Password account. This is a serious problem. Any ideas on how to recover my account?

I have 1Passwords on multiple devices including another Windows 11 PC and an iPhone. When I try to login from the iPhone it says "offline mode." I do not want to mess with 1Password on the iPhone. I do not want to lose any chance of recovery. Anyone know what offline mode means?

Thanks.

1P_Tommy

1Password Employee

@RedFox

Offline would indicate that your device is unable to reach 1Password.com and is unable to sync changes to or from 1Password.com. Do you have access to the new Secret Key? I realize you said no. I just want to be doubly sure. Please check your downloads folder for a copy.

Assuming you don't, can you advise if you a part of a team or family that can help you with recovery?

🚑 Recover accounts for family or team members

What about a recovery code?

Generate and use recovery codes

If none of the above apply I would recommend getting in touch with my colleagues in email support. They can help you with steps regarding moving the data to a new account as well as any billing questions.

- Please do not delay. You'll want to move the data before you start getting copies in different places that do not align.

support@1password.com

T

thalasas

Wondering if you ever got resolution to this issue. I just ran across a similar issue. Reset account using recovery key and was told I was given a new secret key but was never given a link or anything to my new emergency kit. Mobile account is offline (so no access to new credentials) and Windows PC web browser account is fully inaccessible without the secret key, which, again, I have no way of accessing. The chat bot was useless, awaiting email in reply to my support ticket. It's really problematic that a 1Password user can so easily get themselves locked out like this, with no warning and no obvious way to recover their sensitive data.

1P_Dave

1Password Employee

@thalasas

That definitely isn't right! I see that my colleague sent you a reply via email on Sunday, if you don't see it then check your Spam/Junk folder. Please continue the conversation there and the team can help further.

-Dave

T

thalasas

Thanks, somehow I'm just seeing this, and I did just reply to the email I received. I do think it's good to have some of this conversation on the forum since others are experiencing the same thing and getting validation from other users that it's not just you is helpful and is a way of holding the company accountable. Also, as you see from my reply to the other user in this thread, the response I got in the email was an unhelpful copy/paste of information already available in your help documents, and didn't take into consideration the fact that I was never provided with my new secret key once it had been changed, and the fact that using the recovery code did the opposite of recovering my account, but instead locked me out. Also see the note about how using the secret key in the first place to log back into my account on the web browser did nothing but get me into this endless loop of entering the secret key and being told I need to enter it again.

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