Forum Discussion

passmite's avatar
passmite
New Contributor
28 days ago

Unable to Unlock 1Password 8 on Mac

Greetings, the unlock password for a 1Password account is not working to unlock 1Password Version 8 on Mac desktop, even though the same password successfully unlocks 1Password Version 7 on desktop and on mobile and web. How can we troubleshoot this problem? Thanks!

macos

3 Replies

  • passmite's avatar
    passmite
    New Contributor
    27 days ago

    Thanks for your reply. Yes, I can sign in on the web and we do see a vault named Primary. I am able to fully sign in and use 1Password on the web and the mobile devices. Just for fun, i temporarily downgraded to 1Password 7 on the Mac and it worked just fine. It's weird, I am just unable to sign in using 1Password 8 on the Mac. Strange indeed.

     

    • 1P_Dave's avatar
      1P_Dave
      Icon for Moderator rankModerator
      27 days ago

      passmite​ 

      Thank you for the reply. It sounds like you might be using a 1Password account alongside an older standalone Primary vault. The Primary vault usually has a password that's different from your 1Password account so it's possible that's causing the issue. 

      So that the team and I can help further, I'd like to ask you to create and share a 1Password 7 diagnostics report from your Mac:

      Send a diagnostics report (Mac)

      Please use the instructions for 1Password 7, not 1Password 8. 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/unable-to-unlock-1password-8-on-mac/170375
      • Your forum username: passmite


      You should receive an automated reply with a Support ID number.  Please post that number here.  Thanks very much!

      -Dave

  • 1P_Dave's avatar
    1P_Dave
    Icon for Moderator rankModerator
    28 days ago

    Hello passmite​! 👋

    I'm sorry to hear you're experiencing issues with unlocking 1Password. I know how important it is to be able to access your 1Password data, and the team and I are here to help you get up and running again as soon as possible.

    Before I offer more suggestions, can you tell me the following: 

    1. Are you able to log in to your 1Password account on 1Password.com
    2. In the 1Password 7 app, do you see a vault named "Primary"? 
    3. Search for a 1Password Account item in your vault. You should see your account password there, does that password allow you to unlock 1Password 8? 


    I look forward to hearing from you. 

    -Dave