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wayneh789's avatar
wayneh789
New Contributor
9 months ago

Error message - only on one device

I keep getting a pop-up on my laptop every time I try to use the 1PW plugin to sign into a website. It says: "Your Secret Key or password was recently changed. Enter your new account details to continue."
I have not changed anything recently except the password in Google to log into my Gmail.

The pop-up shows a Sign In screen with my correct account email address, my correct Secret Key, and a field to add the master PW. But all of the details are correct and yet it won't accept them. I can still use 1PW to login to sites, but it's offline and not being updated. I have 1PW on my phone and desktop PC and they are working fine.

Any idea how to stop this sign in screen from popping up?

1Password Version: 8.10.30
Extension Version: 81030032
OS Version: Windows
Browser: Chrome

browser extension
  • 1P_Dave's avatar
    1P_Dave
    Icon for Moderator rankModerator
    9 months ago

    Hello wayneh789! 👋

    I'm sorry that you're seeing an unexpected prompt to enter your account details. So that I can investigate this further, I'd like to ask for some logs from your end:

    Attach both files to an email message addressed to support+forum@1password.com.

    With your email please include:

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

    -Dave

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

    wayneh789

    Thank you for posting the Support ID. I see that my colleague has already reached out to you and they'll send you another email as soon as possible. Please continue the conversation there.

    To prevent duplication of efforts, I'm closing this thread. 🙂

    -Dave

    ref: CSC-53251-296