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rmackenz59's avatar
rmackenz59
New Contributor
26 days ago
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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, security@1password.com, support+security@1password.com, however I did not receive a reply to any of these emails. This is of course very disappointing.

When I look at the 1Password 'https://1password.com/contact-support' web page it clearly states at the top of the page - 'Ask the chatbot, discover how to guides or get in touch with a team member' however there is no facility or link to actually get in touch with anyone. There are 4 exploration links further down the page but on those pages where offered the 'contact us' link simply loops back to the parent page - no help at all.

So unless I want to converse with a chatbot (which I do not) it seems that there is no way of contacting 1Password support and I'm posting here on the community forum in the hope that someone from support will get in touch so I can try again with my query (security related).

Regards, rmackenz59

 

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  • 1P_Blake's avatar
    1P_Blake
    23 days 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! 🙂

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  • rmackenz59's avatar
    rmackenz59
    New Contributor
    25 days ago

    Hi Blake,

    I can confirm that I used the email address registered with my 1password community account.

    Curiously, there didn't seem to be any facility to reply to your private message but perhaps that's deliberate.

    So it would seem to be a mail serve issue at your end or mine. A you know Apple mail doesn't allow read receipts and I haven't received any 'undeliverable' messages.

    My email contained a PDF and screen shot (PNG) both generated by myself so certainly nothing that would cause a mail server to block it under normal circumstances.

    So now I'm a bit stumped and I don't know how to determine where the problem is. At least we can say 1password support is alive and well and acknowledging support requests that is assuming they actually get through.

    • 1P_Blake's avatar
      1P_Blake
      Icon for Community Manager rankCommunity Manager
      24 days ago

      I totally agree that your attachments (PDF + PNG) shouldn’t have triggered any filters under normal circumstances.

      At this point, the best next step is exactly what you’ve already done—sending a fresh message and letting us know here. I've just sent an email to the address tied to your Community account to try initiating contact from our side instead. If you see that message come through, just hit reply so we can confirm the channel is working and move forward from there.

      Really sorry again for the confusion here. Once we’re in touch by email, we’ll make sure your original query gets where it needs to go.

      • rmackenz59's avatar
        rmackenz59
        New Contributor
        24 days ago

        Hi Blake,

        I have replied to your direct email with plain text to check channels are open. If you don't receive it then I guess we have a blockage somewhere.

        Regards, rmackenz59

  • 1P_Blake's avatar
    1P_Blake
    Icon for Community Manager rankCommunity Manager
    25 days 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
      25 days 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
        25 days 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. 👀