Forum Discussion

JAMBoulet's avatar
JAMBoulet
New Contributor
6 months ago
Solved

User cannot access family account

User A has her own 1P family account.  We invited her to join our family account, too.  She accepted and I have confirmed.   But using the online instructions for managing multiple accounts, she still cannot access our family account.  We’ve tried many times to enable this but have had no success.  Please help.

family
ios
  • 1P_Dave's avatar
    1P_Dave
    5 months ago

    JAMBoulet​ 

    Thanks for the reply. I recommend that your family member send our team an email to support@1Password.com using the email address associated with her account in your 1Password Families membership. 

    Our team will be able to look up her account information and advise further. After emailing in, she'll receive a reply from BitBot, our friendly robot assistant with a Support ID that looks something like [#ABC-12345-678]. Post that here, and I'll be able to locate the message and make sure it's gotten to the right place. 🙂

    -Dave

3 Replies

  • 1P_Dave's avatar
    1P_Dave
    Icon for Moderator rankModerator
    5 months ago

    Hello JAMBoulet​! 👋

    Thanks for reaching out! I'm sorry that a family member is having trouble accessing their 1Password account. Can you tell me a little more about what specifically is going wrong? 

    If they have their Emergency Kit and know their account password then are they able to log in to their 1Password account on 1Password.com (in the browser, not the app)? If they receive an error message then can you tell me what it says?

    -Dave

    • JAMBoulet's avatar
      JAMBoulet
      New Contributor
      5 months ago

      Thanks for your message, 1P_Dave.  She has her emergency kit and can log into her 1P account in the browser.  But then she can see only her family, not our family.  

      • 1P_Dave's avatar
        1P_Dave
        Icon for Moderator rankModerator
        5 months ago

        JAMBoulet​ 

        Thanks for the reply. I recommend that your family member send our team an email to support@1Password.com using the email address associated with her account in your 1Password Families membership. 

        Our team will be able to look up her account information and advise further. After emailing in, she'll receive a reply from BitBot, our friendly robot assistant with a Support ID that looks something like [#ABC-12345-678]. Post that here, and I'll be able to locate the message and make sure it's gotten to the right place. 🙂

        -Dave