Can't Remember Master Password but I have my secret key

KAL

Hi,
I'm a new user and can't remember my Master Password but I have the email address and secret key.

Is there a way to reset my MP or do I delete the app and start over? Don't mind doing this as I don't have much saved in there already but will I have to pay for the subscription again?

Thanks,
Kimme

---

1Password Version: Not Provided
Extension Version: Not Provided
OS Version: Not Provided
Sync Type: Not Provided

Corey_C

Hi there @KAL,

If you forget your Master Password, there is very little that can be done, as it is only known by you and we have no ability to reset or retrieve it. You can take a look at https://support.1password.com/forgot-master-password to see if any of that helps you. But if it doesn't, you would need to delete your account and start over.

As for billing and such, we can't help you with that here as this is a public forum. Shoot us an email at support@1password.com and come back here and tell us the Support ID you are given so that we can locate your request.

KAL

Thanks Corey. I really feel like an idiot here but I followed your link to delete my account and start over and the instructions under Reset 1Password start with opening 1Password and choose 1Password menu>Exit.

I can't even find that where to get to that menu to select Exit. What am I missing?

Lars

@KAL - I'm not sure I'm following you; where does it say "1Password > Exit?" I know of no such command. Can you provide a link or a more-detailed description of what step specifically you're getting stuck on? Thanks, and sorry for the confusion.

KAL

I clicked on the link in Corey's response above "delete your account and start over". It took me to this page:
https://support.1password.com/forgot-master-password/

From there I scrolled down to "if you still can't unlock 1Password" and clicked on the link "delete your 1Password data and start over" and it took me here:
https://support.1password.com/starting-over/

Under the Reset 1Password section with instructions for Windows selected, that is the step 1 in the instructions to follow

Lars

@KAL - ah, you're using 1Password for Windows -- that wasn't clear from your original post; you didn't include any of that information. If you're able to open 1Password 7 for Windows, you will see the 1Password menu in the top left of the main window, like this:

Does that help?

KAL

Sorry for the confusion but I don't know what I'm using. When I try to open it on my android device all I get is a login screen that I can't get past cause I don't have the MP. So I tried it on my computer instead and I am not seeing the screen that you mentioned above. How do I get there?

Ben

@KAL

Could you please post a screenshot of what you do see on your computer?

▷ How to take a screenshot

Ben

KAL

I'm just at the main home page here:
https://1password.com/

Ben

@KAL

Okay, let's take a different approach here.

1. Go to https://my.1password.com/support and enter your email address
2. Follow the instructions in the email you receive to delete your account
3. Sign up for a new account here: https://start.1password.com/sign-up/plan
4. Print your Emergency Kit and write in the Master Password on it. Store it someplace safe.
5. Install the 1Password apps on your devices, if not already installed: https://1password.com/downloads/
6. Sign in to the new account on each device
7. If you have any balance on the old account that you would like carried over to the new please email our billing team for assistance with that: support+billing@1password.com

Please let me know how it turns out.

Ben

KAL

That worked. Thank you.

I'll email the billing department now.

Ben

Excellent. Thanks for the update. :)

Ben

KAL

Hi, it's been a few days and I haven't had a response from the billing department. Do you know what their average length of response time is?

Lars

@KAL - if you wrote in, you should've received an automated reply from our BitBot assistant which should've contained a Support ID number. Please post that number here so we can help track down your email and "connect the dots." Thanks.