Forum Discussion

Hanna's avatar
Hanna
New Contributor
28 days ago

Unable to Link Personal Account to Family Plan

Seems similar to this issue:
Unable to Link Personal Account

Issue:
When going through the process to link a family account to my business account, I am presented with a "We're unable to link your account" error. Even though the family account's billing section says it is connected to a business family plan, there is no indication of a connected account in the business account profile.

What I expect should happen:
The status on my business profile should change from "Redeem Now" to showing "Your family account is free" message and an "Unlink Account" button. 

What happens instead:
While the family account claims to have been successfully connected, the business account view doesn't change from picture 1. 

Noteworthy details:
- My colleague created a new family account to link, and suspected that it was the free trial that prevented them from connecting. 
- I unlinked my (several years old) family account to send some pictures of the process only to find myself stuck the exact same way. 
- We are now two people stuck with the same issue. 

pic 1:

pic 2:

pic 3:

pic 4:

 

debug
macos

1 Reply

  • Trevor_1P's avatar
    Trevor_1P
    Icon for Moderator rankModerator
    28 days ago

    Hi Hanna​,

    Thank you for the detailed post! Since I don't have access to your account information here on the Community, I recommend sending an email to support@1Password.com so that our Support team can take a look and advise further. After emailing in, you'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 your message and make sure it's gotten to the right place. 🙂

    In your email, could you also include the following?

    • Your username: Hanna
    • A link to this thread: https://www.1password.community/discussions/1password-work/unable-to-link-personal-account-to-family-plan/167066