Forum Discussion

Former Member's avatar
Former Member
4 years ago

Locked out of old desktop version

I am a new family subscriber. I was able to set an account up for my wife and she can access it online and use the browser extensions (Mac). The Mac Mini toolbar version locks her out because it is looking for her old password. I read the instructions about deleting the old primary vault, but we don't know her old password. Is there some way to completely eliminate the old install and password and let her log in with her new, version 7, family password?

1Password Version: Not Provided
Extension Version: Not Provided
OS Version: Not Provided

macos

1 Reply

  • 1P_Dave's avatar
    1P_Dave
    Icon for Moderator rankModerator
    4 years ago

    Hello @wcpierce62! 👋

    I'm sorry to hear that you ran into some issues with migrating to a 1Password Families subscription. I'd like to ask you to create a diagnostics report from your Mac:

    Sending Diagnostics Reports (Mac)

    Attach the diagnostics to an email message addressed to support+forum@1password.com.

    With your email please include:

    The report will be in zip format. Please send the entire file.

    You should receive an automated reply from our BitBot assistant with a Support ID number. Please post that number here. Thanks very much!