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AstroFrank's avatar
AstroFrank
New Contributor
7 months ago
Solved

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. ...
windows
  • 1P_Dave's avatar
    1P_Dave
    7 months ago

    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.

    1. Reset the 1Password for Windows app: How to reset the 1Password app on a specific device
    2. Log in to her 1Password account on 1Password.com in Chrome on the Windows PC.
    3. Click on her click on her name in the upper right corner and then click Get the Apps. 
    4. 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

     

AstroFrank's avatar
AstroFrank
New Contributor
7 months ago

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's avatar
    1P_Dave
    Icon for Moderator rankModerator
    7 months ago

    AstroFrank 

    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