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Upgraded from Note9 to S25 Ultra Can't Login to 1Password
Hi,
We have a family account and there are just two members in this family account - me and my wife. I am the main account holder.
I recently upgraded my phone and the 1Password application transferred by the credentials did not, including the Emergency Kit file. I cannot login trying all of the options available. I know the ID and password but do not have the secret key.
My ID and Password are recognized because my family vault is recognized, and I do receive a password for assistance but none of the options work without the Emergency kit.
Please help, thank you.
Scott
Hello ScottyDog69! 👋
I'm sorry that you're running into trouble when accessing your 1Password account. I know how important it is to be able to access your data, and the team and I are here to help. First things first, your 1Password account password and Secret Key are tools to decrypt your information and are only stored on your device. They are never transmitted to us and we're unable to reset your account password or Secret Key for you.
Do you have any devices that are still signed in at the moment? If you do, you can locate your sign in information there: Find your Secret Key or Setup Code
If that doesn't work, then please follow the steps in this guide which will help you through the various options available to recover access to your account: If you forgot your 1Password account password or you can’t unlock the app
-Dave
3 Replies
- 1P_Dave
Moderator
Hello ScottyDog69! 👋
I'm sorry that you're running into trouble when accessing your 1Password account. I know how important it is to be able to access your data, and the team and I are here to help. First things first, your 1Password account password and Secret Key are tools to decrypt your information and are only stored on your device. They are never transmitted to us and we're unable to reset your account password or Secret Key for you.
Do you have any devices that are still signed in at the moment? If you do, you can locate your sign in information there: Find your Secret Key or Setup Code
If that doesn't work, then please follow the steps in this guide which will help you through the various options available to recover access to your account: If you forgot your 1Password account password or you can’t unlock the app
-Dave
Thank you for the response. I don't have any devices still signed in so the second option is what I've been trying. This doesn't work because it is asking me for the Account, Secret Key, and Password. I have the account name and the password but not the Secret Key. I can't bypass this requirement
- 1P_Dave
Do you happen to still have access to the old Note 9? Or have you already wiped that device? Your Secret Key is required to access your 1Password account, there's no way to bypass this since the Secret Key (along with your account password) is the secret used to protect your passwords and other items.
I recommend sending an email to support@1Password.com using the email address associated with your 1Password account so that our team can help you check to see if there are any other options that might have been missed.
-Dave
