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New account can access 1PW with Windows Chrome but not with app or iPhone
I worked to convince my partner to start using 1password, like I do. She resisted but I finally won her over. We did the initial install on her PC and all appeared OK. We imported PW from Chrome. Then we tried to load it onto her Iphone, but her IOS version was not supported, so several days later we went out and got new iPhone 16s.
We then continued our work on her W11 PC. She had the Windows app running but now it would not accept her password. We were typing it right off the emergency kit we had printed. No go. Oddly, we could use Chrome on her PC with the same userid and password. Anyway, we removed the app from the PC. We restarted the PC. We reloaded the PC app but it would not accept the master PW.
We loaded the 1pc app on her new iPhone but it would not accept the password there either.
So we accessed the 1pw website and deleted her account. We again removed the app from the PC. We rebooted the PC. We started over with a new account for her email, and printed out another emergency startup sheet. I watched her like a hawk to make sure she entered the password exactly.
The new install works on Chrome to get us into her account via browser, so we downloaded the PC app again. When we ran it, tried to login, and it told us her password was bad.
She is really, really p1ssed. I convinced her in the name of security to get this running and she says the SW is a piece of dung. Is there any way we can get this going on her PC? I think I could probably get her to try ONE MORE TIME.
PS> My family account run by my son with me as a family member has been working fine for a couple of years and I am totally mystified by this........
Hello AstroFrank! 👋
I'm sorry that your partner is running into trouble when signing up for 1Password and adding the app to all of her devices. I'm glad that she is able to access her account on both her new iPhone and in the Chrome browser. It sounds like the old account, that she deleted, might still be stuck in the Windows app, have her try these steps to reset the app and add the new account:
🚨 Before proceeding, make sure that your partner has a copy of their Emergency Kit, that she knows her account password, and that she's signed into 1Password on another device.
- Reset the 1Password for Windows app: How to reset the 1Password app on a specific device
- Log in to her 1Password account on 1Password.com in Chrome on the Windows PC.
- Click on her click on her name in the upper right corner and then click Get the Apps.
- Click Add your account directly and then follow the prompts to add the account to the 1Password desktop app.
Let me know if that doesn't work.-Dave
6 Replies
Hi Dave,
'Add account directly' leads to an authentication box where, unfortunately, the password still does not work.
I am sending a diagnostics file to support to see if they can help.
Thanks,
Frank
- 1P_Dave
Moderator
I'm sorry that your partner is still unable to add 1Password to the desktop app on her Windows PC. You're right that a diagnostics report can tell us more about what's going wrong. If you haven't already then you can send in a diagnostics report using this guide:
Send a diagnostics report
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/new-account-can-access-1pw-with-windows-chrome-but-not-with-app-or-iphone/152015/replies/152145?emcs_t=S2h8ZW1haWx8dG9waWNfc3Vic2NyaXB0aW9ufE03S0pOVjFVSERYTUhJfC0xfFNVQlNDUklQVElPTlN8aEs
- Your forum username: AstroFrank
You should receive an automated reply from our BitBot assistant with a Support ID number. Please post that number here. Thanks very much!-Dave
Ok, we have an update. With her new account credentials, we were able to load and use the 1pw app on her iPhone. The windows PC app continues to claim 'bad password' when she tries to use it, but a Chrome browser on the same W11 pc does let her access her account with that password. Very frustrating!
- 1P_Dave
Hello AstroFrank! 👋
I'm sorry that your partner is running into trouble when signing up for 1Password and adding the app to all of her devices. I'm glad that she is able to access her account on both her new iPhone and in the Chrome browser. It sounds like the old account, that she deleted, might still be stuck in the Windows app, have her try these steps to reset the app and add the new account:
🚨 Before proceeding, make sure that your partner has a copy of their Emergency Kit, that she knows her account password, and that she's signed into 1Password on another device.
- Reset the 1Password for Windows app: How to reset the 1Password app on a specific device
- Log in to her 1Password account on 1Password.com in Chrome on the Windows PC.
- Click on her click on her name in the upper right corner and then click Get the Apps.
- Click Add your account directly and then follow the prompts to add the account to the 1Password desktop app.
Let me know if that doesn't work.-Dave
All fixed. I had to 'reset' the account on the PC, by following this procedure sent to me by support:
Uninstalling and reinstalling doesn't remove an account from the app. The best way to clear out old credentials will be to follow the reset steps in the link provided. I'll include the steps for Windows below for your convenience:
- Open the 1Password desktop app, then click the ellipsis â‹® (in the very top left corner next to the word 1Password), and choose Settings....
- Click Advanced in the sidebar, then click Reset 1Password.
- Review the information in the pop-up, then click Reset 1Password at the bottom - you may need to scroll down the advanced settings page to see this.
- The next time you open 1Password, you’ll be asked to sign into an account from fresh.
I used my Emergency kit and it all worked perfectly. Case closed!
Frank
