Need help with account recovery not working

My daughter just lost her hard drive and with it her secret key to her account, which is part of our family account. She does have her password. I initiated the account recovery process, but when she gets the email, the link results in a message which says "account recovery not possible" or something to that effect.

Help please!


1Password Version: 7
Extension Version: Not Provided
OS Version: Mac OS 10.14.2
Sync Type: 1password online
Referrer: forum-search:Account recovery

Comments

  • Hi, have you tried the steps in the article below? I've had to do this for my wife once in a similar situation to yours.

    https://support.1password.com/recovery/

    Hopefully this works for you as well.

  • Thanks. I tried this and it didn't work. When she clicks the link in the email, it gives her an error message that recovery isn't possible.

  • BenBen AWS Team

    Team Member

    @nkeesee

    I'm sorry to hear about the issue. To troubleshoot further we'll need the exact text of the error message, please.

    Ben

  • Thanks. I will get her to try again and get the text.

  • BenBen AWS Team

    Team Member

    Great, thanks. :)

    Ben

  • @nkeesee

    Have you been able to get this sorted out for your daughter?

    Thanks,
    Kevin

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