Assistance Needed: Users Unable to Access 1Password After Sign-In Method Change

Hi @vvallejo,

I asked a colleague and these are the steps they recommended for this situation. Let me know if this works for you or if you run into any hurdles!

1. An administrator should navigate to People in the 1Password dashboard, locate an impacted person, click their name, then click the button to cancel the recovery.
2. Ask the end user to delete any emails from 1Password about recovering their account.
3. The admin, using the same page as before, can start a new recovery for the person.
4. The person should find the new email and use it to start the recovery. Once completed, have them keep the browser window open and continue the rest of the steps promptly.
5. The admin needs to confirm the recovery in the admin console.
6. The end user, using the same window that was open from the recovery, should now try to sign into 1Password. Keep that window open, and use it to help sign back into 1Password in other apps, windows, and devices. Getting signed in somewhere else should happen right away.
   • I suggest doing the 1Password app before browser extensions.

Thanks, but that didn’t resolve the issue. After users click the link in the recovery email and log in via Entra SSO, the error still appears.

I suspect part of the problem is that their accounts were originally created using their email addresses. Now that we’ve switched to Entra SSO, they’re expected to use their UPN instead.

Is there a way to update the accounts to their UPNs instead of their email addresses?