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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. ...
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
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
Moderator
ModeratorHello 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
- 1P_Dave
