updating to 1 Password 7 has completely deleted half of our data. We have no combined family data

We are not even sure where to start at this point in time. Our two accounts are not synched, data appears to have been lost. Not sure how to rebuild. We may have 2 separate accounts, but not sure about that either. Would really like to talk to a real human being at this point, otherwise there is no sense in continuing with 1Password.


1Password Version: 7
Extension Version: Not Provided
OS Version: High Sierra
Sync Type: Not Provided
Referrer: forum-search:updating to 1 Password 7 has completely deleted half of our data. We have no combined family data

Comments

  • BenBen AWS Team

    Team Member

    Hi @elisegrimes

    I’m Ben, a real human. 👋 I’d be happy to help you here.

    Where has your 1Password data been stored up until this point? Were you using a 1Password Families membership (subscription)? If yes, are you able to view all of your data when you log in at https://start.1password.com/signin ?

    Ben

  • Ben, I gave up in frustration yesterday so am back to you today. My data is still on the login you gave me above....my husbands is not. He still has some stuff on his MacBook, but it appears to be his original single user account and not the family account. Is there a way to safely combine his old account with the family account?

    Second question: I have a 1Password icon on my tool bar on my iMac which appears to be different than this web based one. How did I end up this way?

  • BenBen AWS Team

    Team Member

    Just to make sure we're on the same page: your husband is logging into his account, not yours, when looking for his data, correct? Each account will have its own Private vault which can only be seen when logged into that account.

    If your husband does indeed still have an old "Primary" (standalone) vault where his data is stored, and it isn't in his "Private" vault (which is part of the 1Password Families membership) he can follow this guide to migrate:

    https://support.1password.com/migrate-1password-account/#migrate-your-data-on-your-main-device

    Please pay particular attention to the instructions on deleting the old Primary vault when completed:

    https://support.1password.com/migrate-1password-account/#set-up-your-other-devices

    Once you both have your data in your 1Password Families membership you can share data using the Shared vault:

    https://support.1password.com/family-sharing/#share-with-your-family

    I hope that helps. Should you have any other questions or concerns, please feel free to ask.

    Ben

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