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rmackenz59's avatar
rmackenz59
New Contributor
10 months ago
Solved

1Password support not answering emails

On 10th December 2024, 11th January 2025, 21st January 2025 and again on 17th January 2025 I sent an email requesting support to one or all of the followings support addresses support@1password.com, ...
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experience
  • 1P_Blake's avatar
    1P_Blake
    10 months ago

    I've got your response here on my end! It looks like we're all good now!

    I'll continue our conversation here in that email thread! 🙂

1P_Blake's avatar
1P_Blake
Icon for Community Manager rankCommunity Manager
10 months ago

Hi rmackenz59 

Thanks for reaching out here, and I’m really sorry to hear about the trouble getting in touch — that’s definitely not the experience we want anyone to have.

I had a look on our side and wasn’t able to find any emails from the address linked to your Community account. It’s possible your earlier messages were caught in a spam filter, especially if they were sent to multiple addresses in quick succession, but I haven't been able to locate them.

If you’re still in need of help, please send a fresh message to community@1password.com and we’ll make sure it gets to the right folks. Our team typically replies within 24 hours, so if you don’t hear back in that timeframe, feel free to follow up — we definitely don’t want anything slipping through the cracks.

  • rmackenz59's avatar
    rmackenz59
    New Contributor
    10 months ago

    Hi 1P_Blake,

     

    Thanks for the reply. I have forwarded the original email from December to your suggested email address mailto:community@1password.com . Hopefully it will be received.

    There's still the issue though, that your 'contact us' page doesn't actually provide any means of getting in touch except via the chatbot even though it explicitly states it's possible to 'get in touch with a team member'. I found the three email addresses I have tried so far by drilling down into a whole bunch of help guides but it wasn't straight forward.

    Regards, rmackenz59

    • 1P_Blake's avatar
      1P_Blake
      Icon for Community Manager rankCommunity Manager
      10 months ago

      Appreciate the follow-up, and thanks again for forwarding that email — we’ll keep an eye out and make sure it lands with the right team.

      As for Paddy (our chatbot) over on the Contact Us page, I can understand where the confusion might’ve come from. Paddy’s designed to guide folks through common questions and create a ticket for our support team when needed — either by recognizing that you’d like to speak to someone directly, when an issue isn’t resolved through the initial flow, or when you explicitly ask to create a support ticket.

      If you didn't follow-through with Paddy, that would explain why no ticket was created at the time. We always recommend fully following through the chatbot flow, since that’s the most direct way to reach us and ensures your message lands with the right team quickly.

      PS: As of this moment, I actually still don't see where you've emailed us from the email address attached to your 1Password Community account.

      Can you confirm that you're emailing us from the same email you created your 1Password Community account under? I've sent you a private message to help clarify. 👀