iOS update & account info deletion
Hi.
I've been using master password for a while & have found it to be great. Up until the last iOS update, that is.
My account & password info were all wiped with the latest update. I've tried re-adding my same user ID with the same master password, but the details I had stored before the update haven't been restored. I've tried re-adding sites, but the passwords generated are not the same ones as before the update.
How am I able to get my pasword info back? I had everything stored in the app so I wouldn't have to remember it!
Thanks in advance, Carmen
Comments are currently closed for this discussion. You can start a new one.
Keyboard shortcuts
Generic
| ? | Show this help |
|---|---|
| ESC | Blurs the current field |
Comment Form
| r | Focus the comment reply box |
|---|---|
| ^ + ↩ | Submit the comment |
You can use Command ⌘ instead of Control ^ on Mac
Support Staff 1 Posted by Maarten Billemo... on 26 Oct, 2014 02:12 PM
Hey Carmen,
During the latest update, there was a brief period where a buggy update went live on the App Store. This buggy version caused some people to lose their user. As soon as I noticed, I took Master Password off of the App Store completely to prevent more people from being affected. A new and fixed version was then made available shortly after, but the people that were affected by the buggy version's data store could not be saved and needed to be recreated. It appears now that you might have been affected by this ill transition; presumably your iPhone automatically updated Master Password. For that, you deserve my most sincere apologies.
You say that you recreated your user and added your sites back but the passwords were different; that is unexpected. In fact, Master Password was designed specifically such that if the name of your user and master password remain the same, as well as the names for your sites, then your passwords must as a mathematical consequence also be the same, even if everything else was lost. So, you'll have to ensure that your user's name is really identical (make sure you used the same capitalization etc.), your master password was not mis-typed and the sites were named the same as well.
There are two other options for recovery:
1. If you have an export file, that's great. You can import it again and your user should be fully restored.
2. If you don't have an export file but you're also using the Mac app, use the Mac app to create an export file and then import it on your iPhone.
Make sure you're on the latest version before doing your recovery (the latest version is 2.1.88, the number can be found via Settings -> M. Password).
And finally, I should apologize again for causing this major inconvenience to you. Let me know if any of these instructions are unclear or if I can help you with anything else. If you have any other ideas or suggestions, don't hesitate to get back to me about those either.
Maarten Billemont closed this discussion on 26 Oct, 2014 02:12 PM.
Carmen Overell re-opened this discussion on 28 Oct, 2014 12:12 AM
2 Posted by Carmen Overell on 28 Oct, 2014 12:12 AM
Hi Maarten,
I have tried recreating my User ID using the same password multiple times -
and have tried variants on capitalization and spacing. So far I have had
zero luck in re-adding a site and having Master Password regenerate a
correct password.
I do not have an export file of the passwords, therefore restoring from a
back up file is not possible.
I don't understand what you mean in the second option by "...use the Mac
app to create an export file and then import it on your iPhone." (1) I
don't use a Mac. (2) The app currently has no information whatsoever in
it. Creating an export file of no information doesn't seem logical.
Not only has my information completely disappeared from the app during a
software update, but the app has been completely unable to regenerate the
password information. I am now in a position where I do not have access to
the passwords for 30+ sites and need to recreate them in an ad hoc manner
as I encounter log-in prompts. The app has actually caused the very
situation it was meant to prevent.
At this stage, I am completely frustrated by the Master Password program
and will not be using it anymore.
Support Staff 3 Posted by Maarten Billemo... on 28 Oct, 2014 12:41 AM
Hey Carmen,
I'm sorry to have caused you frustration.
The first option I proposed only applies if you had made an export file with the iOS app previously; since you hadn't, it doesn't help you.
The second option can only help you if you are simultaneously using Master Password on the Mac at this time and can export your sites from there into the iOS app. Since you don't, it doesn't apply to you either.
I'm sorry to hear you're having no luck with recreating your original site passwords. Though please note that the password for your site is a mathematical result of the inputs; essentially, it's "user name + master password + site name = site password". If you make the right values all the same, inevitably the site password will be the same. Consequently, if you're not getting the old site password back, it means you must have mistyped one of the inputs.
Note that it's often difficult for people to remember the exact naming they use for things after the fact if they haven't had the discipline initially to make sure the names were standardized or followed a scheme. This is the only reason why I recommend in the app that people use their full, correctly spelled and capitalized full legal name, as well as standardizing site names to fully lowercased bare domain names (eg. apple.com, not Apple, not appleid, not store.apple.com, etc.)
Best of luck with your account security in the future, Carmen. Be it through Master Password or otherwise. And let me know if I can do anything else to help you out or explain things better.
Maarten Billemont closed this discussion on 28 Oct, 2014 12:41 AM.