Forum Discussion

Former Member's avatar
Former Member
4 years ago

Team upgraded to 8.8 last night; now the app doesn't recognize the password - works in the browser.

User followed the prompts to upgrade last night. Attempted to sign into the app this morning; got an error like an incorrect password. Requested and ran recovery. Set up new password, but the app still does not recognize it. The new password works fine when logging in through the browser (Chrome, in this case).

1Password Version: 8.8
Extension Version: Not Provided
OS Version: Windows 11
Browser:_ Chrome
Referrer: forum-search:https://1password.community/search?Search=A%20team%20member%20upgraded%20to%208.8%20last%20night%2C%20and%20now%201Password%20no%20longer%20recognizes%20her%20password.

windows

1 Reply

  • ag_mike_d's avatar
    ag_mike_d
    Icon for 1Password Team rank1Password Team
    4 years ago

    Hello @K_Raestai,

    Thanks for your message. I'm sorry to hear of the troubles your user has encountered with the sign in for 1Password 8 for Windows.

    If the user has a copy of their Emergency Kit their account password recorded on it. We can try resetting the Windows app to see if this helps: How to reset the 1Password app on a specific device

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

    If you could also include a link to this thread in your email, along with your forum handle so that we can "connect the dots" when we see your report in our inbox. Thank you!