Troubleshooting

"Wrong master password" although it is right. Check Caps Lock. Passbox shows a hint when it is on. If you recently changed your master password on another device, the new one applies here too.

Passbox says the Secret Key is incomplete. Passbox checks the format as you type. The key starts with "P1-" and is in your Emergency Kit. Instead of typing it, you can use a device code.

"Too many attempts". After several failed attempts, Passbox blocks sign-in for a few minutes. The message says how long to wait. Devices that signed in before are not affected by a lockout caused by someone else's attempts.

The two-factor code is rejected. Check that the time on the device with your authenticator app is correct. Each code works only once. Without access to the app, use a two-factor recovery code.

My security key does not work. Security keys work only in the web app, at the address where you set them up. In the browser extension, on your phone and on the command line, use a code from your authenticator app or a recovery code.

The browser extension suggests nothing.

• Is the vault unlocked? While locked, the extension shows no suggestions.
• Does the login have a website? Without one, Passbox does not know where it belongs.
• Was the tab open before you installed the extension? Then reload it.
• Does Passbox warn "Careful: this is not …"? Then the address only resembles a saved website. Check it closely.

Passbox fills in only the username. The form has no visible password field. Many websites show the password field only in a second step. Fill in again there.

No suggestions on iPhone. Check that Passbox is turned on for AutoFill in the iOS settings, see iPhone and iPad.

No suggestions in Chrome on Android. In Chrome's settings, choose "Autofill using another service", see Android.

Passbox does not offer a password in an app. On Android, Passbox suggests logins only for linked apps. Choose Search vault, then the login and Remember for this app.

A family member does not see the family vault. If the person accepted the invitation, they are waiting for your confirmation. Confirm them under Family & team.

Passbox shows a yellow notice about sharing. Usually a person's security code changed, for example after their account was recovered. Compare the new code with them and then confirm it. Details explains each notice.

I cannot change an item. You have only the "View" permission for this vault, or you are a guest. Ask someone who manages the vault.

The invitation cannot be accepted. An invitation link is valid for seven days and only for the email address it was sent to. Sign in with that address or ask for a new invitation.

An item cannot be decrypted. Passbox lists such items in a notice and never deletes them. Often it is a vault whose key is being replaced. Unlock again later. If the notice stays, contact your administration or us.

I do not get emails from Passbox. Look in your spam folder. On your own server, the administration checks under Administration → Email whether sending is set up.

Problems with your own server? Troubleshooting for admins is in Backups, updates and troubleshooting.