All my passwords are gone?

amy_jo

I lost all of my passwords the last 2 days? Any idea why and if they can be restored?

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1Password Version: 6.01
Extension Version: Not Provided
OS Version: Not Provided
Sync Type: Not Provided
Referrer: forum-search:passwords gone?

Ben

Hi @amy_jo,

Thanks for taking the time to write in. I'm sorry to hear about the trouble. 1Password for Mac does keep automatic backups, so unless those were somehow also deleted we should be able to get you back up and running. To get a better idea of what might've happened and how to best move forward I'd really like to see some logs. I'd like to ask you to create a Diagnostics Report from your Mac:

https://support.1password.com/diagnostics/mac.html

Attach the Diagnostics Report to an email message addressed to support+forum@agilebits.com.

Please do not post your Diagnostics Report in the forums, but please do include a link to this thread in your email, along with your forum handle so that we can "connect the dots" when we see your Diagnostics Report in our inbox.

You should receive an automated reply from our BitBot assistant with a Support ID number. Please post that number here so we can track down the report and ensure that it is dealt with quickly. :)

Once we see the report we should be able to better assist you. Thanks very much!

Ben

amy_jo

Ok I just sent in an email

Ben

Thanks. What was the support ID you received back from BitBot?

Ben

amy_jo

I sent diagnostics they requested

Ben

Got it now. Thanks. :) We'll continue the conversation by email as soon as we've had a chance to review the logs.

Ben

ref: KWV-91318-781

amy_jo

Haven't heard back, just checking in. Is it soup yet?

amy_jo

This happened the day of your update?

amy_jo

I figured out how to fix it.

chrisdj

Hi @amy_jo,

I'm glad to hear everything is fixed up now! Please don't hesitate to reach out to us again if you ever need help in the future.

amy_jo

Great customer service! Thank you!

Ben

Thanks for the kind words! :)

Ben