Cannot switch to individual account

Hi, I recently commenced a trial of a 1password family account, but have decided that an individual account would suit me better. I tried to switch to an individual account but when I opted for the individual account option, the following message appeared:

"Failed to switch to individual account.
An individual account with this email address already exists."

Prior to the present trial I have never previously held a 1password account of any kind so I'm very confused about this message. When I installed 1password, I did this by installing the family account first via the 1password website on my personal computer and then I installed the 1password App on my iPhone. The version of 1password that I'm using is 7.2.2.

I'd really like to continue my trial of 1password with just a single individual account. Can you please help?


1Password Version: 7.2.2
Extension Version: Not Provided
OS Version: OS High Sierra 10.13.6
Sync Type: Not Provided

Comments

  • Hi @dqniellew!

    If you see that error message, you probably signed up for an Individual account in the past, perhaps quite some time ago so you just forgot about it. 1Password Support can help you with deleting your old account so you can convert your new one though, so just wait for one of them to hop on this ticket :chuffed:

    I hope this helped!

  • BenBen AWS Team

    Team Member

    What Anap outlined does indeed sound like the situation. So that we can confirm (or deny) and assist going forward please reach out to us via email at [email protected] from the email address associated with your 1Password account. When you do so you'll get a support ID back from BitBot. Please post that ID here so that we can assist. Thank you.

    Ben

  • Hello,

    I am having this same issue. I'm currently in my trial period with a family account but would like to continue with a individual account. Please advise.

    Thank you!

  • BenBen AWS Team

    Team Member

    Hi @britdavis

    Please see the instructions I posted above:
    https://discussions.agilebits.com/discussion/comment/476632/#Comment_476632

    Once you post your support ID here we'll be able to better assist. Thanks!

    Ben

  • ID is [#HKN-82756-234]

  • Hi Ben,

    Following up on assistance required to change to an individual account. ID number as requested is above.

    Thank you,

  • MeekMeek

    Team Member

    Thanks @britdavis, we'll follow up over email!

This discussion has been closed.