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Former Member's avatar
Former Member
3 years ago

Can you please reinstate my account?

Hi Support Team,

I reformatted my iPhone last night and it had an OTP authenticator app on it which was linked to my 1password app on my Mac and I am now locked out of my account and can no longer access my passwords. It took me quite some time to realise what was even the problem and then I had to remember which authenticator app I was using. After I finally figured all this out I was convinced that it should all work again... I reasoned that if I update the app with my 1password credentials including my secret key it should be fine but as you can guess that didn't work either. I have spent countless hours trying to retrieve it as I urgently need it. It contains everything I own. I can't purchase stock, login to accounts, contact customers or process orders.  Please Please Please can you help me recover this account right away. 

Kind regards
David Vella

1Password Version: 7.9.5
Extension Version: 7.9.5 safari
OS Version: macOS 12.4

macos

5 Replies

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  • 1P_PeterG's avatar
    1P_PeterG
    Icon for Community Manager rankCommunity Manager
    3 years ago

    Thank you @auswheat. We'll continue to follow up with you there if the issue isn't yet resolved.

  • Former Member's avatar
    Former Member
    3 years ago

    I am mate. I’m staying up late hoping to get this resolved before work in the morning. Thanks

    David

  • Alex_C_1P's avatar
    Alex_C_1P
    Icon for 1Password Team rank1Password Team
    3 years ago

    Hi @auswheat,

    Thanks for reaching out, and I am sorry to hear you ran into some trouble after you reformatted your computer. I can see you have already sent an email to 1Password Support. Since you're already in contact with us via email, continuing the conversation there would be your best bet.

    Keep an eye out for our response!

    Cheers,

    Alex

    ref: YAJ-44894-425

  • MerryBit's avatar
    MerryBit
    Dedicated Contributor
    3 years ago

    I think your best bet is to send an email to support, because they're not going to help you through this in a public forum. I know they have a process in place for handling lost 2FA tokens, but again, send an email directly to support to get the ball rolling.