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Forum Discussion
Regenerate Secret Key - Did Not Create Emergency Kit - Offline Mode
On a Windows 11 PC, I started to regenerate a secret key. I pressed the regenerate key and I expected to see a web page to create the emergency kit for printing and then safe storage. After pressing ...
Wondering if you ever got resolution to this issue. I just ran across a similar issue. Reset account using recovery key and was told I was given a new secret key but was never given a link or anything to my new emergency kit. Mobile account is offline (so no access to new credentials) and Windows PC web browser account is fully inaccessible without the secret key, which, again, I have no way of accessing. The chat bot was useless, awaiting email in reply to my support ticket. It's really problematic that a 1Password user can so easily get themselves locked out like this, with no warning and no obvious way to recover their sensitive data.
1P_Dave
Moderator
ModeratorThat definitely isn't right! I see that my colleague sent you a reply via email on Sunday, if you don't see it then check your Spam/Junk folder. Please continue the conversation there and the team can help further.
-Dave
Thanks, somehow I'm just seeing this, and I did just reply to the email I received. I do think it's good to have some of this conversation on the forum since others are experiencing the same thing and getting validation from other users that it's not just you is helpful and is a way of holding the company accountable. Also, as you see from my reply to the other user in this thread, the response I got in the email was an unhelpful copy/paste of information already available in your help documents, and didn't take into consideration the fact that I was never provided with my new secret key once it had been changed, and the fact that using the recovery code did the opposite of recovering my account, but instead locked me out. Also see the note about how using the secret key in the first place to log back into my account on the web browser did nothing but get me into this endless loop of entering the secret key and being told I need to enter it again.
- 1P_Dave
I, and others, don't have access to your account information here in the public forum. To avoid confusion and contradictory steps from multiple sources at the same time, I recommend that you work with our support team via email since you already have a ticket opened.
I see that my colleague sent you a new reply a few hours ago with additional steps, please check your inbox. 🙂
-Dave
Just wanting to update here for anyone interested, that I have been working with customer support via email and after following the steps suggested, the problem persists as before. New password set, recovery code used successfully, new secret key created, no way of accessing or knowing what that secret key is without logging in on my PC web browser, no way of logging in on my web browser without the secret key (which I wasn't given), mobile app remains reliably functional but fully offline with no access to any updates or new secret key. Looking forward to full resolution as I do love 1Password otherwise! But it's a pretty useless service if it's so easy to lock yourself out with no way back in besides creating a new account and migrating all data over there. Honestly you'd think they can create some better solutions and/or safeguards, for a paid service. Also interested to see if I'll be offered some kind of reimbursement for all this because this issue seems really ridiculous.
