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chriszappa
September 6, 2025
Solved

Locked out of account. Recovery doesn't work. No answer from support.

  • September 6, 2025
  • 6 replies
  • 246 views

Individual 1P user here. Changed my account password last night and was immediately kicked out of all logged in sessions on web, iPhone, Mac. Stupidly did not record my new password prior to changing it and it wasn't saved to my MacOS clipboard either. 

Going through the recovery process and it seems I'm just blocked or locked out. I have my Emergency Kit (sans new password) and I have my recovery code. 

When I entered my recovery code for the first time I got this message: "Login occurred too recently."

I waited a bit and tried again and got: "Recent attempt was cancelled."

So, I sent an email to 1P support. Haven't heard back and that was nearly 12 hours ago. Just tried to use my recovery key again and still get "Recent attempt was cancelled."

Having PAID for a product I need to use but which I am now locked out of with seemingly no way to use the recovery methods has me beyond frustrated. I know I'm stupid for not recording the new password before I changed it (it was 100 characters long) but, come on—this is why recovery methods exist! And the fact that even that isn't working, well, I'm an unhappy customer. 

    Best answer by chriszappa

    Thank you, Simon. Support contacted me and helped me resolve my issues. I was impatient, but 1Password support is really great! 

    6 replies

    F
    fernando91
    September 7, 2025

    Maybe the appropriate team only responds on business days?

    This thread was opened on a Saturday.

    For anyone else following this, I strongly recommend making regular offline backups of your 1pw database.

    In an emergency, the DB could be imported into other products that support the 1pw format.

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      chriszappaAuthor
      September 7, 2025

      Thanks, Fernando. I don't have much choice but to wait until they get back to me, whenever that is. I had never needed support from 1P before, so I assumed their response time was faster than it is. 

      1P_SimonH
      1P_SimonH
      Community Manager
      September 8, 2025

      For anyone stumbling upon this thread in the future, we do respond to support tickets on the weekends :)

      @chriszappa, it looks like you and a member of our team are in contact, so I'll let you keep the conversation going there!

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        chriszappaAuthorAnswer
        September 9, 2025

        Thank you, Simon. Support contacted me and helped me resolve my issues. I was impatient, but 1Password support is really great! 

          1P_Dave
          1P_Dave
          1Password Employee
          September 10, 2025

          I'm glad that our support team was able to help! 

          -Dave

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          Grant22
          September 13, 2025

          What was your resolution? I did the same thing and am waiting on an agent. Have my secret key but can’t remember my master password and I am freaking out!

          1P_Dave
          1P_Dave
          1Password Employee
          September 15, 2025

          @Grant22 

          I'm sorry that you're running into a similar situation. I see that my colleague sent you an email earlier today, please respond to that email and continue the conversation there. Our team is standing by to help further if needed.

          -Dave

          A
          amitgtiwari
          May 5, 2026

          same here. I am stuck and no response from support

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