Forum Discussion

Former Member's avatar
Former Member
4 years ago

Should we cancel/delete account?

Using Windows and Android platform, my husband opened a family account. We made a password and printed an Emergency Kit. He added me as a user and printed a unique Emergency kit. Both kits have unique secret keys but used the same password. The hubs used the 1Password generator to change his password. He was able to use the program for several hours.
This morning he was locked out of the account and has tried all day to recover access. We have followed all the suggested methods to recover but to no avail.
I am still able to access my account but I have no ability to re-instate his access.
At this point how do we proceed?
Thanks

windows

1 Reply

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

    Hi @bluetops, I'm so sorry to hear of this situation. Our team would love to do what we can to help you regain access. Can you (or he) send a brief email to us at support+windows@1Password.com, with a link to this discussion so that we have all the facts in one place? We'll be happy to provide customized assistance for you and get the troubleshooting process started as quickly as possible. 👍