Need help with account recovery not working

nkeesee

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!

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

KayJay

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

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.

Ben

@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

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

Ben

Great, thanks. :)

Ben

KayJay

@nkeesee

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

Thanks,
Kevin

AGAlumB

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

ref: ALI-42681-785

KayJay

@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.

Ben

:+1:

Ben