Forum Discussion

h1ghland3r's avatar
h1ghland3r
New Contributor
3 months ago

Can't login in my tablet

Hello, before creating the post, I noticed how bad the 1Password support is. A lot of articles that don't provide any possibility for creating a ticket, and a useless AI Chatbot.  I have a 1Password...
android
1P_Dave's avatar
1P_Dave
Icon for Moderator rankModerator
3 months ago

Hello h1ghland3r​! 👋

I'm sorry that you're running into issues with 1Password on your Samsung tablet. You can reach our support team in a variety of different ways: asking the chatbot to speak to a human, sending an email to support@1Password.com, or posting here in the community to get help from employees like me or fellow community members. 

While I can log in just fine in the tablet's browser, the App on the tablet always fails to connect, saying it was not possible to connect. The Secret Key provided is scanned from the browser and the password is 100% correct.

How are you scanning the Secret Key from the browser? Can you try these steps instead: 

  1. Download and save a new Emergency Kit.
  2. Open the 1Password for Android app and type in your account password and Secret Key manually. 


If you still see the same issue then can you post a screenshot of the message that you see? 

-Dave

h1ghland3r's avatar
h1ghland3r
New Contributor
3 months ago

I will record a video and send to the email. I am scanning the QR Code from another connected device, but I also tried input everything manually. The result was the same for all scenarios. 

  • 1P_Dave's avatar
    1P_Dave
    Icon for Moderator rankModerator
    3 months ago

    h1ghland3r​ 

    Thank you for the reply and for the additional details. So that I can help further, I'd like to ask you to create a diagnostics report from your Samsung device:

    Send a diagnostics report (Android)

    Attach the diagnostics 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/cant-login-in-my-tablet/158250/replies/158378
    • Your forum username: h1ghland3r


    You should receive an automated reply from our BitBot assistant with a Support ID number.  Please post that number here.  I'll be able to find your message and send you a Secure Upload link for the screen recording as well. Thanks very much!

    -Dave

    • h1ghland3r's avatar
      h1ghland3r
      New Contributor
      3 months ago

      I could not generate the diagnostics report since the tablet could not login. The support ticket is ZCS-52862-464.