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1User's avatar
1User
New Member
5 days ago
Solved

How do you get help?

Support get a zero out of 10 for me.  I joined Jan 15 and set up family account and used it for a while.   My mistake I did not create a Recovery Kit.    I forgot my password - yes my fault.   I have no way to recover but tried for about a week.    Eventually I created a new trial account and recreated my vaults. I entered a Support Ticket and asked for my paid subscription to be transferred to my new trial account - 7 days remaining.      After 3 days, I had only received the initial automated reply.

Through the very unhelpful AI chatbot I entered probably 3 more tickets and still no replies.  I even emailed the support team at 1Password directly.  My trial ended and I still have no help.   So I subscribed again for a family account.

I now have 2 family accounts with one I cannot access at all.   I entered another ticket yesterday to say I want to cancel the one account that I cannot access.  Guess what - no reply!!!

Arghhh - makes me want to cancel everything and get a different product that has support available.

Help!!!!

commentary
  • 1User's avatar
    1User
    1 day ago

    All issues are resolved but thanks for asking.

5 Replies

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  • 1P_SimonH's avatar
    1P_SimonH
    Icon for Community Manager rankCommunity Manager
    5 days ago

    Hi 1User​,

    I'm so sorry that it's been such a trial to connect with us. Can you share the ID of any of your tickets so I can make sure it gets some attention?

    • 1User's avatar
      1User
      New Member
      5 days ago

      I changed the name of my new subscription so I could tell the difference.  I then found a way to bring up a list of my accounts so I could delete the obsolete one that I was still paying for.  So my issue(s) are resolved and my initial impression of support is burned into my brain forever.

      I will share the tickets in hopes you can investigate why no one ever replied and maybe someone else will be spared this pain:    

      Your support ticket ID is 532412
      Your support ticket ID is 529236
      Your support ticket ID is VSE-55861-984.
      Your support ticket ID is FPZ-87371-959.

      There was at least one more created via email to mailto:support@1password.com.     Please find a way to improve your chatbot.  At least a couple of the tickets above are due to its insistence on asked for a name and email which it automatically uses to create a ticket.  That's after supplying information that I have a few tickets open -  it's not very helpful at all.

      • 1P_Timothy's avatar
        1P_Timothy
        Icon for Community Manager rankCommunity Manager
        4 days ago

        Hi 1User​, thanks for following up and sharing those ticket ID's. 

        I can see that a member of our team did reply to your older ticket, but that your more recent tickets have been merged and are open in our support queue. I'm very sorry for all the trouble here and I definitely get your frustration. 

        You mentioned that your issue is now resolved, but I just wanted to confirm there's nothing else support can help with before we close out the open ticket. 

        Thank you as well for the feedback on our chatbot. I'll share that with the team. While the chatbot can be a great resource, it's not able to cross reference existing tickets. Hopefully this will never come up again, but feel free to use that email address (support@1password.com) or the email form on our support page  to contact our team directly for any assistance.