Forum Discussion

Former Member's avatar
Former Member
4 years ago

Password issue, unable to log in via Windows App

I have a user, that we recently recovered her account. She is now able to log into 1Password online, but when attempting to log in via the app it fails. She uses the same password in both instances. ...
windows
ag_mike_d's avatar
ag_mike_d
Icon for 1Password Team rank1Password Team
4 years ago

Hello @jasmith,

Thanks for your message. I'm sorry to hear of the troubles this user is having while trying to unlock the 1Password 8 app after the account recovery.

Was this user ever able to unlock version 8 previously with the old account password or has this never worked with version 8? If so, the new account password used on 1Password.com is the same password needed when unlocking the app. I've included some steps below that they can try to follow to reset the app:

How to reset the 1Password app on a specific device

If this didn't help, can you have the user send a 1Password diagnostics report via email to support+windows@1Password.com so we can help to investigate? Please do not post these details in the forums. Thank you!