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J
JAMBoulet
May 24, 2025
Solved

User cannot access family account

  • May 24, 2025
  • 2 replies
  • 72 views

User A has her own 1P family account.  We invited her to join our family account, too.  She accepted and I have confirmed.   But using the online instructions for managing multiple accounts, she still cannot access our family account.  We’ve tried many times to enable this but have had no success.  Please help.

Best answer by 1P_Dave

@JAMBoulet 

Thanks for the reply. I recommend that your family member send our team an email to support@1Password.com using the email address associated with her account in your 1Password Families membership. 

Our team will be able to look up her account information and advise further. After emailing in, she'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 the message and make sure it's gotten to the right place. 🙂

-Dave

2 replies

1P_Dave
1P_Dave
1Password Employee
May 26, 2025

Hello @JAMBoulet! 👋

Thanks for reaching out! I'm sorry that a family member is having trouble accessing their 1Password account. Can you tell me a little more about what specifically is going wrong? 

If they have their Emergency Kit and know their account password then are they able to log in to their 1Password account on 1Password.com (in the browser, not the app)? If they receive an error message then can you tell me what it says?

-Dave

J
JAMBouletAuthor
May 26, 2025

Thanks for your message, 1P_Dave.  She has her emergency kit and can log into her 1P account in the browser.  But then she can see only her family, not our family.  

1P_Dave
1P_DaveAnswer
1Password Employee
May 27, 2025

@JAMBoulet 

Thanks for the reply. I recommend that your family member send our team an email to support@1Password.com using the email address associated with her account in your 1Password Families membership. 

Our team will be able to look up her account information and advise further. After emailing in, she'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 the message and make sure it's gotten to the right place. 🙂

-Dave

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