Hello @LeluEndUser! 👋

I'm sorry to hear you're experiencing issues with accessing your 1Password account. I know how important it is to be able to access your 1Password data, and I'm here to help you get up and running again as soon as possible. While Face ID is a convenience feature that allows you to unlock 1Password without always entering your account password, it doesn't replace your account password and you'll still need to enter your account password when Face ID expires.

Once Face ID has expired the only way to unlock 1Password is by entering your account password.

At 1Password, we value your privacy and security. Because of that, your 1Password account password and Secret Key are tools to decrypt your information and are only stored on your device. They are never transmitted to us.

So that I can better understand the situation can you tell me the following:

1. Do you use 1Password on any of your other devices and can you still access your data there?
2. You mentioned that you had your Secret Key, can you confirm that you have a 1Password account? Are you using an individual account or 1Password Families?

I look forward to hearing from you.

-Dave

Hi Dave,

Thank you for the quick response.
1. I only recall using 1Password on my iPhone. (I've already tried a personal Win computer and no luck)
2. Individual account & yes I have the Secret Key.

@LeluEndUser

Thank you for answering those question. Try older passwords, you can try as many different passwords and combinations as possible since there isn't a limit. If that doesn't work, here is a guide on what might help if you have forgotten your account password:

• If you forgot your account password or you can't unlock 1Password

If you still can't access your account, I recommend sending an email to support+forum@1Password.com so that our support team can assist further. After emailing in, you'll receive a reply from BitBot, our friendly robot assistant with a Support ID that looks something like [#ABC-12345-678]. Post that here, and I'll be able to locate your message and make sure it's gotten to the right place. 🙂

-Dave

Hi Dave,

EKA-82591-438

and another one JIC-17556-262

@LeluEndUser

Thank you for posting the Support IDs. One of my colleagues has just sent you a reply, please continue the conversation over email.

To prevent duplication of efforts, I'm closing this thread.

-Dave

ref: EKA-82591-438
ref: JIC-17556-262