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Login troubleshooting

When a login fails, it is easy to make things worse by resetting the wrong account or locking a YubiKey. Use this page before you click "forgot password" on critical services.

Written for family and survivors with no tech background.

First — stop and note what failed

Write down (on paper is fine):

  1. Which site — Vaultwarden, docs, MyState, Cloudflare, etc.
  2. Exact message — "wrong password," "access denied," "security key not found"
  3. Where you are — home PC, phone, away from home

That helps Ryan or support without guessing.

Quick decision tree

Can't open Vaultwarden?
  → Fix vault FIRST — almost everything else needs it
  → Section: Vaultwarden problems

Can open Vaultwarden but not docs.saxobroko.com?
  → Section: Docs / Authentik problems

Site asks for YubiKey and fails?
  → Section: YubiKey problems

Bank or Vanguard login fails?
  → Section: Banking problems (after vault works)

Vaultwarden problems

"Invalid master password"

  1. Check Caps Lock and keyboard layout.
  2. Copy password from handover note if it is digital — avoid retyping 20+ characters.
  3. Try the web vault at vault.saxobroko.com before the phone app.
  4. After three failed tries, pause — some setups rate-limit or warn.

Do not create a brand-new Bitwarden account — it will be empty.

"Security key required" but key does not work

  1. Desk: plug YubiKey directly into PC — Desk YubiKey.
  2. Phone: use portable key with NFC — Portable YubiKey.
  3. Try the other YubiKey if both were registered.
  4. Wrong PIN — look up in handover or an already-unlocked device.

"Forgot master password" / locked out of vault

This is the worst-case scenario

Without master password and working recovery, saved passwords may be unrecoverable. Before resetting anything:

  1. Search physical handover for master password or recovery code printout.
  2. Ask Ryan if an emergency sheet exists outside the vault.
  3. Check whether Bitwarden account recovery was enabled (admin feature — Ryan would know).

Do not wipe the TrueNAS server hoping to "start fresh" — that destroys the vault data.

Vault website will not load

  1. Test general internet — open google.com.
  2. Try another device on the same network.
  3. If home internet is down, see When internet is broken (if that guide exists) or restart the home router once.
  4. The vault is hosted at home but exposed via tunnel — if the home server is off for days, the public URL may fail until Ryan restores service.

Docs / Authentik problems

Redirect loop or blank page at docs.saxobroko.com

  1. Clear browser cookies for docs.saxobroko.com and cloudflareaccess.com.
  2. Close all tabs and open https://docs.saxobroko.com in a private/incognito window.
  3. Log in with Authentik username/password from Vaultwarden.

"Access denied" after Authentik login

Your user may lack permission in Cloudflare Access or Authentik. Family fix: Ryan adds your Authentik user to the allowed group or creates an account for you.

Do not disable Cloudflare Access from a random dashboard — that exposes private docs to the internet.

Authentik password works elsewhere but not docs

  1. Confirm you used the Authentik entry from Vaultwarden, not MyState or email password.
  2. Check email on your Authentik user — Cloudflare requires it (Ryan verifies in admin).

YubiKey problems

"Security key not detected"

At desk Away from desk
Reseat USB-C desk key Use portable NFC key on phone
Different USB port Enable NFC on Android
Restart browser Remove thick phone case

PIN blocked (too many wrong tries)

  1. Stop entering guesses.
  2. Find PUK / reset instructions in Vaultwarden YubiKey note or YubiKey packaging PDF.
  3. Resetting PIN may require the PUK — also in secure handover.

Lost both YubiKeys

  1. Use backup recovery codes for Bitwarden and Cloudflare if Saxon saved them (Vaultwarden attachment or sealed envelope).
  2. Without keys or recovery codes, account recovery is hard — contact Ryan before account self-destruct timers expire.

Lost one YubiKey only

  1. Log in with the remaining key.
  2. Remove the lost key from each website's 2FA settings.
  3. Buy a replacement and register it.

Banking problems (MyState, Vanguard, Macquarie)

Prerequisite: Open Vaultwarden and copy credentials fresh.

"Invalid username or password"

  1. Paste from Vaultwarden — do not type.
  2. Check you are on the real site — bookmark from Vaultwarden URL field.
  3. Use "forgot password" on the bank's site only if vault password truly fails — bank recovery often uses SMS to Saxon's phone.

Phone number for bank SMS

If Saxon's mobile is disconnected, bank recovery gets harder. Keep the mobile plan paid — Pay phone bill.

Account locked after too many tries

  1. Wait 15–30 minutes or call the bank's public support line (number on their main website, not from random emails).
  2. Have identity documents ready — they will not accept SaxDocs as ID.

Macquarie vs MyState confusion

  • MyState — home loan and offset (~$31k savings against mortgage).
  • Macquarie — may still exist for day-to-day spending from older setup.

Search Vaultwarden for each name separately.

When to ask Ryan (or another technical person)

Ask for help instead of improvising when:

  • Vault master password is unknown and no recovery exists
  • Home server / internet has been down more than a day and vault URL fails
  • Cloudflare or Authentik needs new users or policy changes
  • You might delete or reset something labeled TrueNAS, Cloudflare, or Authentik

When to call official support

Service Call them when…
MyState Loan payments at risk, offset access blocked, deceased estate procedures
Vanguard Cannot access investments, deceased holder process
Mobile carrier Need SIM control for SMS banking codes
Insurer Claim or urgent policy change

Use phone numbers from the official website you reach by typing the URL yourself.