Paid annual subscription, account frozen afterwards — no access for several days

Hi everyone,

I'm hoping someone from 1Password can help get my case in front of the right team. I'm not trying to publicly shame anyone — I've simply run out of ways to get this billing/account-access issue resolved through support.

This situation has now been going on for roughly two weeks.

The timeline:

• I originally contacted support regarding the recent price increase and an unrelated Linux/YubiKey issue.

• 1Password kindly offered me a one-time 25% discount.

• At the time, my subscription was billed through Apple. Support told me that the discount couldn't be applied to an Apple-billed subscription and asked me to cancel it so my account could be moved to direct 1Password billing.

• I followed those instructions and cancelled the Apple subscription.

• My existing billing period then expired.

• I waited several days because 1Password still appeared to recognize the Apple subscription as active and wouldn't initially let me add a direct payment method. I contacted support about this as well.

• Eventually, with my previous subscription expired and no active billing anymore, I was able to resubscribe directly through 1Password using my credit card. I needed to resubscribe because the previous subscription had expired — this wasn't simply an additional subscription I decided to purchase.

• More than $70 was charged to my credit card for the new annual subscription.

• After that payment, my account became active again and worked normally.

• It was then suddenly frozen.

• Since then, despite the payment having been taken, I have been unable to use the service I paid for.

The biggest issue for me at this point isn't even the billing confusion itself. It's that I've now been without a properly functioning password manager for several days despite having paid for a full year.

This is having a real impact on my day-to-day work. I regularly use 1Password's developer functionality for things like SSH connections to servers. With my account frozen, those workflows are no longer available to me. This isn't just an inconvenience in the billing page — I'm unable to use functionality that I rely on regularly.

I've contacted support multiple times and have two existing support cases, but I still don't have a resolution. I can provide both ticket IDs and the relevant transaction details privately to a verified 1Password team member.

At this point, all I'm asking for is for someone to locate the payment 1Password has already taken, restore the annual subscription associated with it, and give me access to the service I've paid for.

I don't want to turn this into a bigger dispute or immediately pursue a chargeback. I've generally been happy with 1Password. I just need my account working again.

If someone from 1Password here can help get this in front of the appropriate billing/account-access team, I would genuinely appreciate it.

Thanks.