Need help with account recovery not working

nkeesee
nkeesee
Community Member

My daughter just lost her hard drive and with it her secret key to her account, which is part of our family account. She does have her password. I initiated the account recovery process, but when she gets the email, the link results in a message which says "account recovery not possible" or something to that effect.

Help please!


1Password Version: 7
Extension Version: Not Provided
OS Version: Mac OS 10.14.2
Sync Type: 1password online
Referrer: forum-search:Account recovery

Comments

  • KayJay
    KayJay
    Community Member

    Hi, have you tried the steps in the article below? I've had to do this for my wife once in a similar situation to yours.

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

    Hopefully this works for you as well.

  • nkeesee
    nkeesee
    Community Member

    Thanks. I tried this and it didn't work. When she clicks the link in the email, it gives her an error message that recovery isn't possible.

  • @nkeesee

    I'm sorry to hear about the issue. To troubleshoot further we'll need the exact text of the error message, please.

    Ben

  • nkeesee
    nkeesee
    Community Member

    Thanks. I will get her to try again and get the text.

  • Great, thanks. :)

    Ben

  • KayJay
    KayJay
    Community Member

    @nkeesee

    Have you been able to get this sorted out for your daughter?

    Thanks,
    Kevin

  • AGAlumB
    AGAlumB
    1Password Alumni

    I believe so, but we're here to help them or anyone else in any way we can. :)

    ref: ALI-42681-785

  • KayJay
    KayJay
    Community Member

    @brenty, thanks for following up. I hadn't seen any other responses and wasn't sure if they perhaps contacted you through email or other means.

  • :+1:

    Ben

This discussion has been closed.