Need Help - 2FA is not working and am not getting a response from Support

6 replies
6 views

It has been 6 days since I opened a ticket and I initially noted I tried all options and nothing works then I did get a response to try something I already id and then say they could assist further if not. I responded within 10 minutes now it has been over 4 days. I really need help and do not want to have to redo all of my passwords.

Non-Technical Question

This topic has been closed for replies.

AJCxZ0

You will need to wait even longer for a response from Support. If you post your ticket number here, @1P_Community staff may tag your ticket.

Since you posted to the Community, we might think that you wanted our help, however you fail to mention anything which would enable us to do so. If you would like our help, then tell us

what you did,
the circumstances in which you did it, [This includes platform and application software, versions, Vault, item type, web site, etc.]
what happened,
how that differed from what you wanted or expected,
what you tried to get a different result, and
what happened when you tried that.

Of course reconstructing this from memory when you “tried all options” is likely futile, so start with the simplest example.

It will always help to use to most appropriate terminology, e.g. “One-time password” when you mean using TOTP for a second factor.

J

JLAWWEAuthor

Basically my authenticator code is not working - “Enter the 6-digit code from your authenticator app”

I have tried synching the time on my phone and computer and that did not help. I am also am not logged in on another device and only have my password and secret key. It is concerning that support takes over 6 days to assist with email responses. I saw some support folks while searching here so I was hoping someone might see this.

AJCxZ0

I appreciate you following up, but you skipped items 1, 2, 3, 4, 5, and 6.

From your comment, we might guess that you are typing to access your 1Password account from an unknown web browser on your computer running an unknown platform and/or use the 1Password application of an unknown version on an unknown mobile device running an unknown platform of unknown version, and we can be fairly certaion that you are struggling with TOTP, but this isn’t the place for guessing games and this game isn’t much fun.

As for 1Password Support’s response times, this has been a frequent matter of commentary, not all of which has yet been removed by Community staff. For that you have our sympathy.

1P_Timothy

Community Manager

Hi @JLAWWE, thanks for writing in.

I believe I’ve located your ticket, and it looks like our support team is helping with next steps. I’m very sorry for the delay here. As it appears that some account specifics will be required to resolve the issue at hand, I would recommend continuing the conversation with our team via email. My apologies again for the delay, and than you for your patience.

J

JLAWWEAuthor

Hi @1P_Timothy they did reply and then I replied and it is taking days between communications. Can someone please assist? Thank You!

1P_Dave

1Password Employee

@JLAWWE

I can confirm that we’ve received your reply, and our team will respond to your email as soon as possible. Since this involves account security, additional verification may be required, which can take some time. Thank you for your patience.

Because we have an active communication channel via email, I’ve closed this community thread to avoid duplicating efforts.

-Dave

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