My sisters 1Password account was upgraded to a family account

@MeiLie:

It is possible that this had something to do with it, yes. It is difficult to say without looking at a diagnostics report however, so when you have the chance to send it to us, we will be able to confirm this for you :+1:

I just found out from my sister that when she tried to login to 1Password 6 it said she needed to upgrade. Is it possible that when her daughter upgraded that she tried to change some of the information and that is why the new account cannot find the old

Thank you :)

Thanks working on it

Hi @MeiLie - We will need to receive the diagnostic report through email so please ask her to send that report whenever she can and we will take good care of her.

this may be a problem since she is also having a problem with her email. Is there any way that I can pass this on to her, or that she can do it using messages. I will also try to work on seeing if we can get some email back for her. She had some not great help from her kids and now with her loss of memory it is not getting any easier. Let me see what I can do about some of the other problems and will get back to you if it cannot be done with messages.

@MeiLie:

I would like to ask you to generate a https://support.1password.com/diagnostics/?mac and email it to us to mailto:support+forum@agilebits.com, so we can take a closer look at why this is happening to you.

After you have sent the email, please feel free to post the ticket number you received so we can locate your message and connect it with this forum discussion.

Looking forward to your message!

I had her put 1Password6 in search of finder window and it only found one 1Password which she threw out and the same message came up when she tried to open. We must not be doing something correctly. She has a MacBook so I am not familiar with how all things work. So again how does one easily find the copy to throw out.

It says that 1Password 6 cannot connect to 1Password mini there is more than one copy can she just follow the directions and throw out the one How does one find (easily) the one copy to throw out

Yes she can get into the new. I will get her to try again to log into the old but it seemed that it was blocked (at least that is what her daughter said) If she can log into the 6, what then? I will get back to you