Frozen and frustrated

My account has been frozen for quite some time. The story-I have a Mac and iPad and used to have an iPhone until a year ago when I decided to get a Samsung galaxy instead. At first I had no problems, and if I recall correctly, it was initially frozen because my payments weren't being taken out. So I signed up to pay the monthly fee via apple since only my phone is android. I have been paying each month, but my account is still frozen.
This is complicated by the fact that I can't remember my master password. I sign in with my fingerprint on my phone, but that's now the only way I can get in. I am beyond frustrated.


  • BenBen AWS Team

    Team Member

    Hi @Sphinx99

    I'm sorry for the frustration. Let's see if we can get you your Master Password, as that is going to be essential to not eventually be locked out of your data completely. If Touch ID ever stops working or the phone restarts you'll need your Master Password in order to access your data. Please open 1Password and in the search bar type in Does that bring up any results? If so please note the Master Password and Secret Key. Then try using those credentials to log in using a web browser at

    Please let me know how it turns out.


  • Got it! Now how do I unfreeze?

  • Oh... I see where it says subscribe. If I subscribe using a credit card can I cancel the apple pay without any issues? Because it is taking it out.

  • BenBen AWS Team

    Team Member
    edited June 2019


    To clarify after your last question... Apple has been billing you for a 1Password membership, but your membership is frozen? If that's true please email our billing specialists a copy of your most recent receipt from Apple to [email protected]. With your email please include a link to this thread:

    If I've misunderstood, and you don't currently have an active subscription, you can set one up following these instructions:

    Manage your 1Password subscription

    In addition I would highly recommend printing a copy of your Emergency Kit and writing in the Master Password from the Login item we discussed on it:

    Get to know your Emergency Kit

    Once that is done, please check if all of your items including any recent changes appear when viewed through a web browser at If they do, please be sure to delete the vault called "Primary" from any of your devices, if it exists. Instructions for that can be found here:

    Once deleted you'll use your Master Password to unlock 1Password on your devices. I hope that helps. Should you have any other questions or concerns, please feel free to ask.


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