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Phl3tch's avatar
Phl3tch
New Contributor
2 years ago

Can't get encryption key because old device is dead

Trying to log in on a new laptop because my old one died the other day. I get to the point where it asks me to transfer my encryption key, but I never get the verification code. As I understand it, t...
macos
1P_Dave's avatar
1P_Dave
Icon for Moderator rankModerator
2 years ago

Hello Phl3tch! 👋

I'm sorry to hear you're experiencing issues with accessing your 1Password account. I know how important it is to be able to access your 1Password data, and I'm here to help you get up and running again as soon as possible.

If you're part of a 1Password Families, Teams, or Business account then you can reach out to your family organizer or administrator to have them help you recover your account:

If that doesn't work then, so that I can better understand the situation, can you tell me the following:

  1. Are you using a 1Password account protected by an account password and Secret Key? Or a 1Password account protected using a passkey or SSO?
  2. Can you access 1Password on any of your other devices?
  3. Can you post a screenshot of the prompt that you see on your new device?

I look forward to hearing from you.

-Dave