Knowledge Base Article

Errors, warnings, and troubleshooting

In this section you'll find troubleshooting guides for common scenarios that can be useful for your admins or help desk team.

Condition: If...

Verification

Details/Actions

User is unable to sign in

Verify that the user has entered the correct credentials and is on the correct URL - If they're using my.lpassword.com as a sign-in address, they need to switch to your team's unique web address on 1Password.com instead.

Learn how to find yours.

Verify the user's email used for their identity provider matches the one used in 1Password.

Verify the user is on 1Password 8. If they are on Password 7 or earlier, they won't be able to sign in with SSO.

Upgrade from Password 7 to 1Password 8 for Mac or Windows and 1Password 8 for iOS or Android.

Make sure they have the following releases installed on their computer and mobile device:

• 1Password browser extension

• 1Password 8 for iOS or Android

• 1Password 8 for Mac, Windows, or Linux

• 1Password CLI (optional)

If the user's email is different between your identity provider and 1Password, update the email to make sure they match.

If the user still can't sign in, you can recover their account. Once account recovery is complete, the user will need to re-enroll their trusted devices.

User is asked for an account password and Secret Key

Verify that they accepted the invitation to join Unlock with SSO

Wait 30 minutes and try again.

User sees "unable to sign in because grace period is expired" message

Verify the user hasn't migrated to

SSO by navigating to the Group Details page. "Needs recovery" will be displayed next to users in that group who passed their grace period deadline.

Recover their account.

User is signed out of their account after closing their browser

Check your cache clearing policies. If browsing data is cleared when the browser is closed, users will lose access to their trusted device.

Option to exclude your team's sign-in address from that policy to make sure team members won't lose access to their trusted device.

Encourage users to set up other trusted devices, like the Password desktop app, after you sign up or switch to unlock with SSO.

User's device is lost or stolen

Verify the device location if possible.

Start account recovery and deauthorize the lost or stolen device.

Once account recovery is complete, the user will need to re-enroll their trusted devices.

Published 5 months ago
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\n

Condition: If...

\n		\n

Verification

\n		\n

Details/Actions

\n
\n

User is unable to sign in

\n		\n

Verify that the user has entered the correct credentials and is on the correct URL - If they're using my.lpassword.com as a sign-in address, they need to switch to your team's unique web address on 1Password.com instead.

\n

Learn how to find yours.

\n

Verify the user's email used for their identity provider matches the one used in 1Password.

\n

Verify the user is on 1Password 8. If they are on Password 7 or earlier, they won't be able to sign in with SSO.

\n		\n

Upgrade from Password 7 to 1Password 8 for Mac or Windows and 1Password 8 for iOS or Android.

\n

Make sure they have the following releases installed on their computer and mobile device:

\n

• 1Password browser extension

\n

• 1Password 8 for iOS or Android

\n

• 1Password 8 for Mac, Windows, or Linux

\n

• 1Password CLI (optional)

\n

If the user's email is different between your identity provider and 1Password, update the email to make sure they match.

\n

If the user still can't sign in, you can recover their account. Once account recovery is complete, the user will need to re-enroll their trusted devices.

\n
\n

User is asked for an account password and Secret Key

\n		\n

Verify that they accepted the invitation to join Unlock with SSO

\n		\n

Wait 30 minutes and try again.

\n
\n

User sees \"unable to sign in because grace period is expired\" message

\n		\n

Verify the user hasn't migrated to

\n

SSO by navigating to the Group Details page. \"Needs recovery\" will be displayed next to users in that group who passed their grace period deadline.

\n		\n

Recover their account.

\n
\n

User is signed out of their account after closing their browser

\n		\n

Check your cache clearing policies. If browsing data is cleared when the browser is closed, users will lose access to their trusted device.

\n		\n

Option to exclude your team's sign-in address from that policy to make sure team members won't lose access to their trusted device.

\n

Encourage users to set up other trusted devices, like the Password desktop app, after you sign up or switch to unlock with SSO.

\n
\n

User's device is lost or stolen

\n		\n

Verify the device location if possible.

\n		\n

Start account recovery and deauthorize the lost or stolen device.

\n

Once account recovery is complete, the user will need to re-enroll their trusted devices.

\n
","body@stringLength":"5736","rawBody":"
\n

Condition: If...

\n\n

Verification

\n\n

Details/Actions

\n\n

User is unable to sign in

\n\n

Verify that the user has entered the correct credentials and is on the correct URL - If they're using my.lpassword.com as a sign-in address, they need to switch to your team's unique web address on 1Password.com instead.

\n

Learn how to find yours.

\n

Verify the user's email used for their identity provider matches the one used in 1Password.

\n

Verify the user is on 1Password 8. If they are on Password 7 or earlier, they won't be able to sign in with SSO.

\n\n

Upgrade from Password 7 to 1Password 8 for Mac or Windows and 1Password 8 for iOS or Android.

\n

Make sure they have the following releases installed on their computer and mobile device:

\n

• 1Password browser extension

\n

• 1Password 8 for iOS or Android

\n

• 1Password 8 for Mac, Windows, or Linux

\n

• 1Password CLI (optional)

\n

If the user's email is different between your identity provider and 1Password, update the email to make sure they match.

\n

If the user still can't sign in, you can recover their account. Once account recovery is complete, the user will need to re-enroll their trusted devices.

\n\n

User is asked for an account password and Secret Key

\n\n

Verify that they accepted the invitation to join Unlock with SSO

\n\n

Wait 30 minutes and try again.

\n\n

User sees \"unable to sign in because grace period is expired\" message

\n\n

Verify the user hasn't migrated to

\n

SSO by navigating to the Group Details page. \"Needs recovery\" will be displayed next to users in that group who passed their grace period deadline.

\n\n

Recover their account.

\n\n

User is signed out of their account after closing their browser

\n\n

Check your cache clearing policies. If browsing data is cleared when the browser is closed, users will lose access to their trusted device.

\n\n

Option to exclude your team's sign-in address from that policy to make sure team members won't lose access to their trusted device.

\n

Encourage users to set up other trusted devices, like the Password desktop app, after you sign up or switch to unlock with SSO.

\n\n

User's device is lost or stolen

\n\n

Verify the device location if possible.

\n\n

Start account recovery and deauthorize the lost or stolen device.

\n

Once account recovery is complete, the user will need to re-enroll their trusted devices.

\n
","kudosSumWeight":0,"postTime":"2025-02-03T09:57:10.656-08:00","images":{"__typename":"AssociatedImageConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"attachments":{"__typename":"AttachmentConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[]},"tags":{"__typename":"TagConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[]},"timeToRead":2,"rawTeaser":"","introduction":"In this section you'll find troubleshooting guides for common scenarios that can be useful for your admins or help desk 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