Urgent: sole Family Organizer locked out – escalated ticket #848663, no response since Oct 28

Hi,

I’m the only Family Organizer on our 1Password Families account, and I can no longer sign in with my account password.

Situation:

• On Oct 21 I changed my account password. Shortly after, the new password was not accepted on any of my devices (the old one doesn’t work either).
• I still have my Secret Key and a saved recovery code (copy-pasted from the original file), but the recovery flow returns “Account with recovery code not found.”
• I can still unlock 1Password on one device with Face ID, but I can’t change the password or start a recovery from there.

Why this is urgent:
Face ID only works for 30 days after the last account password entry. My last successful password entry was around Oct 21, so Face ID access will expire around Nov 20, possibly sooner if the app locks or the device restarts. After that I lose all access to our vault, and as the sole organizer nobody else in the family can recover my account.

Support history (ticket #848663):

• My ticket was escalated to a support agent (Julia).
• Oct 28: received instructions from Julia.
• Oct 29: I replied with the requested feedback.
• Since Oct 28 (today is Nov 4): no further response from support.

Could someone from the team please look at ticket #848663 and help me complete the recovery before Face ID access expires?