Can't login to my account in new devices

Ask the Community Password Manager
1

I’m trying to login in a new device and and even under the conditions that I am sure that the email and master password are entered correctly, it tells me that they are incorrect
When I try to use hint, it doesn’t send me any email, even though I am completely sure that the information is correct.
Previously, I could not log in to a new device or create a new session in any way until I exited a session. The problem is that I no longer have access to that session and I can’t log out because the browser that was my only session has been completely deleted from disk.

2

Hey there, I would recommend checking out the following resource How To: Master Password Problems and Best Practices

3

Tried them all, none worked

4

Just to confirm, you are using the correct email associate with your Bitwarden account? And your email hasn’t changed recently?

You’ve tried to login in different spaces such as web vault etc…

Do you have any kind of special accents or characters in your master password? Do you have your master password stored somewhere safely?

5
  1. Yes. it doesn’t changed and i can recieve emails from it
  2. I tried everything. CLI, Desktop(Windows and Linux), android, web vault, etc.
  3. it doesn’t have any special accents.
  4. I have written it in a Paper, stored securely in my PC.
6

This doesn’t seem to me to be normal behavior, so it could be a clue to solving the problem. Also, clarification of what is meant by “until I exited a session” would be helpful. Does it mean that if you were logged in to Bitwarden on Device1 and Device2 but not on Device3, you were unable to log in on Device3 until you logged out of Device1 or Device2?

To clarify, the wording of the OP (and thread title) suggests that the problem is only with accessing Bitwarden from “a new device”, implying that you are still able to log in on “old” devices. Is this the case, or are you unable to log in to, say, the Web Vault, from any device, even those from which you have previously been able to log in?

Finally, is there any possibility that your Master Password has been compromised (i.e., seen by another person or by malware on one of your devices)?

7
  1. when i want to login into a new device(Device2) i can not login and it says “Username or password is incorrect” until i exit from Device1
  2. my old session, was on my old laptop(in firefox) that i have been removed its OS completely (including firefox) and i can’t access its data and its cookies.
  3. there is no way that someone or some malware accessed my PC because its password is stored only in my brain :wink: and it have been never connected to the internet (at least in the last two years)
8

I thought you said previously (about safe storage of your master password): “I have written it in a Paper, stored securely in my PC”.

If it was only stored in your (brain) memory, then faulty recollection is the most likely culprit.

9

This is not normal behavior of Bitwarden. It may have been a coincidence that you mistyped your password while Device1 was logged in, and then typed it correctly after you logged out of Device1.

10

If your PC was never connected to the internet in the last two years, how were you logged in on that device?

12

This is not normal behavior of Bitwarden. It may have been a coincidence that you mistyped your password while Device1 was logged in, and then typed it correctly after you logged out of Device1.

I don’t think. you mean this was happening every time i tried to login in a new device or browser?

If your PC was never connected to the internet in the last two years, how were you logged in on that device?

I logined in my old laptop, stored my Master password in my old Computer(i call it PC)

13

same problem here on my new macbook pro, login data was 100% correct typed in but still got the message ‘username or password not correct’
drove me crazy, until i understood what happened!
installed my new macbook pro using timemachine to bring all apps from my desktop imac to macbook pro, works fine; but it seems that the bitwarden installation is related to the computer you install it on; so after i completely deleted bitwarden from my new macbook pro and reinstalled it: no problems with logging in!
weird that no one got to the same conclusion or that bitwarden did not warn about this kind of transfers from one computer to another!

14

My wife and I both use Bitwarden for years. She can only use it on her MacBook Pro. She cannot use it from any other device.

She has tried it on my laptops (a ThinkPad running Ubuntu and a ThinkPad running Windows 11). As a fullstack developer, I run multiple browsers: Brave, Chrome, Vivaldi, etc.). I work with JSON daily and have used the Bitwarden JSON dump.

She is using the correct email and password. This problem has persisted for over a year and I have no clue how she will ever be able to use her Bitwarden account on her Android phone or any other device.

This is SOOOO FRUSTRATING!

15

@jrkirch

Hi!

I just roughly read the whole thread…

As you state, you and your wife both use Bitwarden for years, I assume you are both on the US-Server (because the EU-server was added maybe about a year ago, I think)? And you try to login on the right server (as I assume, US-server)?

And your wife used the same apps (e.g. BW browser extension) as you? → You can login and she can not (on the same app)? (BTW: via “account switching” it is possible to “have” five accounts added in, I think, the browser extension, desktop app and mobile app - so you don’t have to “delete” your account in these apps)

[PS: So it seems not to be the app(s), but maybe some kind of “residual data” or something with the account itself or it’s “attached data/configuration” - that speculation lead to my two following suggestions.
PPS: Especially if it is the same system/OS, the same browser, the same LAN/WLAN… working for your account and not for her’s :thinking:]

Two thoughts come to my mind:

  1. Maybe there is some kind of “residual data” in all used apps (hers and yours) and maybe it would be a try, to reset all apps. Of course if you fear to lose access at all, this sounds a bit risky, I know. Of course, export both your vaults (attachments must be saved manually as they are not contained in an export) before going that route…

  2. If it was somehow a problem of the account itself (don’t know how this could be, but who knows… maybe some “corrupt” logging data in Bitwarden’s server would be one speculation… if that could ever happen?), then another idea would be to create a whole new account for your wife. - Export, as stated above, would be essential then as well. But maybe worth a try… (if your wife has “premium”, the licence can be moved to the new account and the old one could be deleted afterwards.

Especially for the second option: don’t use the password-protected and account-bound export then! In the web vault, you could choose “password-protected and not account-bound” or also the “not password-protected” export… this is important, because otherwise you wouldn’t be able to import the export to a new account (if the export would be “bound” to your wife’s old account).

Another PS: Either way, if you fear to loose access (what possibly would be the case if her MacBook Pro dies in your situation), you should all the more do regular exports of her vault, independent of trying my suggestion 1 or 2 or neither…

Next PS: Regarding “residual data theory”: it might not be enough to deinstall/install the apps, but erase some files/folders manually if you want to “reset” them completely (BTW: this should be no problem, as the vault data get’s downloaded from the BW server when logging in (of course, if logging in is successfull)… here are some clues about data storage of the different apps: Storage | Bitwarden Help Center

16

Just to be sure, please have her do the following (on the macBook where she is logged in):

  • Open the account switcher (by clicking on the circled initials at the top right of the app/extension), which should show a list of all logged-in accounts, including the corresponding email addresses. Please verify the email address used by the account marked as “active”.

  • On the same screen (“Switch Accounts”), right below the email address, it should show the server location (bitwarden.com or bitwarden.eu). Please make a note of which one is being used by the account marked as active.

  • Next, create a new login item, which will be for testing purposes only (you can name it "Test Item or “Dummy Item”, etc.), and make a note of its name so that you can find it later. Enter or generate a password in the Password field; all other fields (Username, URI, etc.) are unimportant and can remain blank, with the following exception: please check the checkbox for “Master Password Re-Prompt”, then click “Save”. Afterwards, find the dummy login item in your vault, and try to edit the item or copy its password; you should be prompted for your master password, which will allow you to verify that the master password she has been typing is indeed correct.

After you have done the above, you will have the information required to log in on another device (email address, server location, master password; you will also need your 2FA, obviously). If you need assistance with this, please let us know.

17

I had the same problem when I bought my Samsung Galaxy Tablet S9 Ultra.
I solved it by uninstalling and reinstalling, and manually entering my email address (instead of using the autofill function from the keyboard which has saved my email address). It was correctly spelt even before, but when manually entering it, it worked!