If you receive an error message when signing into and transferring keys to the 1Password desktop or mobile app, try the following troubleshooting steps. Example errors: “The code did not work. Check your other device or browser for a new one.”

Troubleshooting steps:

1. Ensure that your browser is up to date. This will resolve most issues signing in on a new device.
   • Update Chrome
   • Update Firefox
   • Update Edge
   • Update Safari

2. If there is an issue transferring the key from a browser extension:
   1. Sign out of the 1Password extension. Click on your name in the top right corner (https://uw-madison.1password.com/home), then click Sign Out.
   2. Sign back in at https://uw-madison.1password.com/signin
   3. Once you've signed in to 1Password.com using NetID, try to sign in on the 1Password app, and obtain the verification code from the browser:
      • On a linked browser, sign in to your account on 1Password.com.
      • Select your name in the top right and choose My Profile.
      • Select View next to the new apps and browsers listed under Pending Sign-Ins.
      • Select Transfer key, then you’ll see the alphanumeric verification code.
      • Enter the verification code and select Submit.
3. If you were logged in previously, reset the Desktop App. 
   1. Open the desktop app. Navigate to 1Password app > Settings > Advanced > Reset 1Password.
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   2. After the reset try logging in again.
4. If you were logged in previously on a mobile device, uninstall and reinstalled the 1Password app.