Disappointing Support Model for a Critical Account Access Issue

I wanted to share my recent experience with 1Password support because, honestly, it has been very disappointing.

I had an issue resetting my password after receiving the 1Password recovery code. I tried pretty much everything I could find on the support site, but nothing worked. After that, I started a chat with the online bot, and the response I essentially received was: if nothing works, delete the account and create a new one.

That is a very poor support experience, especially for a password management service where account access is critical. I understand security is important, and I fully expect there to be proper verification steps, but simply pointing someone toward deleting the account and starting over feels like a very weak solution.

I then submitted a support ticket on Thursday, May 14, at 9:08 PM. As of now, I have not received even a basic acknowledgment that someone is looking into the issue — no email, no call, nothing.

What makes this more frustrating is that when it comes time for payment, the process is immediate and very efficient. But when a customer actually needs help accessing the service, the support model feels slow, impersonal, and not very reassuring.

I have liked 1Password, but this experience has made me seriously question whether I should start looking at other password management apps. When a service is responsible for something as important as passwords and account access, support needs to be much better than this.

Very disappointed.