European VAT exempt

Question

We are a registered VAT tax payer business in EU.
In 2025, our 1password invoice did not include VAT and we did not pay it.
In 2026 we received notification about upcoming invoice with VAT. We opened a support ticker on 2nd Nov that we nee to have invoice without VAT. No reaction. You charged us incl VAT.
Your Paddy chatbot should be killed, it opened 5 redundant support tickets instead of helping me.

1. Why did 1pwd lose the record of our VAT number since our previous invoice?

Is it normal the support does not answer a ticket for a whole working week?
Why cant businesses customers add the VAT number in the account profile themselves?
How can a customer reach a human support?
Is there a way to escalate such disasterous experience?

Thanks,

Petr

1P_Timothy · Answer

Hi ​@DesignDev, thanks for writing in.I’m sorry there was an issue applying VAT appropriately, and that our chatbot was no help. That’s certainly not the experience we intend to provide. It looks like a member of our Support team has recently replied to the ticket in question. As the issue pertains to billing, I would ask that you continue the conversation there with any follow up.For future reference you can use the email form on our website, or the support@1password.comaddress to open a ticket. There can be delays due to volume, but a member of our team will reply as soon as possible.

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