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Have secret key but lost password. Can't reset, can't delete...

mbron00
mbron00
Community Member

Hi,

I am a new user (I just paid my yearly membership) but I haven't used it yet. I found my secret key on the pdf that I had downloaded but I cannot remember my password.
I had downloaded the app on my phone but the first thing it asks for is the password....which I don't have.....
I've already navigated everywhere on your website and on the forum but I can't figure out a way to either reset the password (my understand is that this is not actually possible...) or how to delete the account and start over. I have clicked on that link below but it still doesn't tell me how to delete the account without login in to the account, this is very confusing and frustrating... https://support.1password.com/starting-over/
As I mentioned above, I am a paying customer and I would like to be able to use my account. Is there any way to actually speak to a live person to get this taken care of please?

Thank you.

Michel


1Password Version: Recent but can't login
Extension Version: Not Provided
OS Version: Windows 10 Home
Sync Type: Not Provided

Comments

  • Hi Michel,

    I'm sorry to hear about the trouble. If you are unable to recall your Master Password the only recourse is going to be to delete your membership and start fresh. You can do that here:

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

    Once you've signed up for a new membership please email our billing team to get any remaining balance moved from the deleted membership to the new one:

    support+billing@1password.com

    Please allow them a few days to do so. Fortunately with a new membership you'll also get another 30 day trial.

    Ben

This discussion has been closed.