Unable to Update Master Password Despite Correct Current Password

Ask the Community Password Manager
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1

Hi everyone,

Even though my master password is correct, I cannot change it to a new one. The error keeps appearing no matter what I try. Any advice?

Thanks

2

For the community/Bitwarden to help troubleshoot, can you share more on steps to reproduce and the exact error message you are seeing?

3

I was trying to change my master password. I entered my current master password and typed my new master password with a longer length (about 70 characters). When I clicked the “Change Master Password” button, I received the “An error has occurred” message in the top-right corner. I’m sharing a screenshot of the error below

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4

Thanks, just to double check, have you tried switching between wifi/cellular/switch or disconnect VPN or clearing browser cache?

5

Yes, I have tested with Wi-Fi and with mobile data, I tried both with the VPN on and off, and cleared the browser cache. Additionally, I tried a different browser, but the issue still persists.

6

Thanks for confirmation, don’t hesitate to contact the official support team at: Help Center | Bitwarden for investigation.

7

It’s been 2–3 hours since I tried to contact support, so I wanted to try my luck here. I hope this issue gets fixed soon. Thank you for your help.

8

@fetusyiyen Hm. You are on iOS. Did you activate “smart punctuation”? Maybe deactivate it. Edit: Shouldn’t be a problem… I thought, maybe your input doesn’t match, but I just tested it again: you should get an error message, when the new master password doesn’t “match”.

Which browsers did you try?

Did you already try it on a desktop (browser)?

9

Smart punctuation is turned off. I have tried both Safari and Chrome browsers, but I haven’t tried it on a desktop yet.

10

Hello again everyone,

I solved the issue thanks to an email from Bitwarden. The problem was that I had chosen to rotate the encryption key, which is considered a dangerous operation on mobile devices and is recommended to be done only on computers. Once I deselected the option to rotate the encryption key, I was able to change my master password.

Thank you all,

Regards

1 Like
11

Ha, thanks for the update! – And interesting… and unfortunate, that the error message doesn’t contain that hint…

12

Glad you got it sorted, I’ll see if we can improve the error message there!

13

This seems like a bug to me — if the operation cannot be completed on mobile devices, then the option should be disabled when accessing the Web Vault security settings on a mobile device.

14

@grb the team thinks it is a bug as well, we’re looking into it. :+1:

1 Like
15

Do you have a passkey enrolled for login (under master password, not under two-step)? Perhaps also it’s not enrolled for decryption? That’s the bug that I just got bit by. De-enrolling the passkey allows you to rotate.