What has happened to 1Password Support?
The last three people I have talked into buying 1Password have all told me that the app did not work well on the Mac, that they could not get the plugin to work on Safari, and they could find no way to actually contact support for help.
So I just tried to contact support, and where did it go? You can leave a message here and hope some random person might help you. Or you can talk to the AWFUL AI chatbot, which I found totally useless.
This is the kind of support I would expect from some free piece of software, but we PAY for this software, and I would expect more.
So, I will no longer be recommending 1Password to friends and family until the support choices improve. And that means actually answering emails as well. That seems to have gone totally dark as well.
I ran across a bug this morning, and I have no idea how to submit a bug report: I updated a credit card on a web site AFTER already updating it in 1Password. But every time I clicked ANYWHERE on that site, 1Password pops up a dialogue asking me to save or update the credit card. BUT IT IS UPDATED. And I tried to log out, and when I click the menu to log out, once again 1Password put up the save/update window right over the menu so I could no click Logout. Where exactly would on report this bug.
I have been a 1Password user since its early days, and lately, I am not impressed.
(Not 1P_Tommy, but jumping in for him here 😅)
Honestly, it’s a bit tricky to speak to the exact experience your friends may have had without knowing when they reached out, what email they used, or what was happening at the time. In general, we reply to nearly every message we receive via email within 24 hours (often much faster) so if someone felt like they had to send multiple emails during that window, it’s very possible their message was already received and just waiting its turn in the queue.
We also want to be really clear that you can absolutely still get in touch with a human. The chatbot is there to help with common questions or to create a support ticket if needed, and anything submitted that way goes directly to our inbox. We’ve got a full team actively replying to those tickets every day.
And yes, for reporting a bug or anything other questions you might have, support@1password.com is the right place to reach us.
