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R
ricardo-gainda
September 10, 2025
Question

Issue re-instating employee

  • September 10, 2025
  • 2 replies
  • 88 views

Hello,

We provision 1Password from AD. We had a user resign and return shortly after. We had not wiped their device so we returned it to them. They were removed and re-added to the group we use to control who gets invited and their account and profile look normal on the 1Password admin console. We initiated a recovery which they completed. Upon trying to sign-in they are prompted with the message:  

This device was deauthorized. You will need to re-enter your Secret Key and sign in again.

We have not encountered this before nor can we figure out how to re-authorize the device. The used does not have their original Secret Key. 

2 replies

1P_Dave
1P_Dave
1Password Employee
September 10, 2025

Hello @ricardo-gainda! 👋

I'm sorry that your user is running into trouble when signing in after you've recovered their account. So that the team and I can help further can you have them generate a console log while reproducing the issue:


Attach the console log to an email message addressed to support@1password.com

With your email please include:

  • A link to this thread: https://www.1password.community/discussions/1password-work/issue-re-instating-employee/162141
  • Your forum username: ricardo-gainda
  • The email address of the affected user's 1Password account. 


You should receive an automated reply from our BitBot assistant with a Support ID number.  Please post that number here.  Thanks very much!

-Dave

R
ricardo-gaindaAuthor
September 17, 2025

Hello, I sent the requested log on 9/11 just confirming it was received.

1P_Dave
1P_Dave
1Password Employee
September 17, 2025

@ricardo-gainda 

Thanks for following up. I see that my colleague sent you an email on September 12th, please reply to that email to continue the conversation. If you don't see that email then please check your Spam/Junk folder in case it ended up there. 

-Dave

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