Forum Discussion
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 Family Plan. I am connected to my mobile (Android) and browser extension (Windows and MacOS).
Recently, I bought an old Samsung tablet. 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.
Android 13
App version is 8.10.82
8 Replies
- 1P_Dave
Moderator
​ h1ghland3r​
Thank you for sending in the email! I see that my colleague just sent you a reply via email, please continue the conversation there.
To prevent duplication of efforts, I'll close this thread.
-Dave
- 1P_Dave
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:
- Download and save a new Emergency Kit.
- 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
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
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
Very professional answer. I hope you're not working to the 1Password team.
- 1P_Dave
The community includes both 1Password employees and fellow customers such as yourself who jump in to help other people. Employees are marked with a 1Password badge next to their name as well as their role in the community (see my username for an example).
You can find a working email link in my post above.
-Dave
