I can't access my account. Support is taking 1-2 days just to reply

mjoome

Here are some points on what i'm currently experiencing. I recently reformatted my PC and when I tried to access my account on their website. It's telling me that my security key and email are incorrect.

1. All of my devices iphone, android, and iPad still had access to my account.
2. I can't login to their website.
3. I can't login to their windows app.
4. I tried to login through Internet Explorer, Firefox, Microsoft Edge. I still can't login.
5. I tried to logout from my android and ipad to check if i can use my iphone to login to my other devices. But, it's still saying that I can't login due to the security key and email.
6. I still have my emergency kit. I copied and pasted the security from that document and it still didn't work.
7. I got a reply that my diagnostic test result didn't have any issues.
8. I thought the support is 24/7. But, it seems like its going to take 1-2 days just to get a reply. I know there might be an issue with the pandemic but 1-2 days to get a reply is not going to make me feel that my account is safe from hackers. What if my account was compromised and I wasn't sure if it was just a software glitch?
9. The only option given in their website is to delete the account. I already paid for the whole year. Will i get a refund for this?

I came from Lastpass. I tried to use the 1password app and loved the idea of just having 1 program to use for 2-factor authentication. But everyday that I get a delayed response, it's showing me that my account isn't relative. If this was a hacking issue, I would've lost everything. My bank accounts, email passwords. etc... Is this really how things get resolved?

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

mjoome

Hi! Did you get a response from them? I experienced the same thing. However, its a bit reversed on my end. I was able to access my account on all my devices except on windows 10 browser and app. When I logged out to 2 of my devices and try to login using the qr code from my iphone, its showing the same error about the security key. I experienced this issue 2 days ago. I have yet to get a response from their support. I only got 1 automated response and 1 asking for the diagnostic test which i provided already. Also to note about my issue, all my devices showed the same security key and email address being correct. My password isnt the issue as well as i tried to change password using my iphone.

Dayton_ag

Hey @mjoome, I'm really sorry for the delay! Could you share the conversation ID from your email conversation with Support? It should look something like this: [ABV-12345-678]

Once I've received it we can link up the conversation on our end. Thanks!

mjoome

Thanks @Dayton_ag. It’s [#PIE-24233-425]

mjoome

Hi @Dayton_ag i checked my email and there’s still no update from support. Is there any progress from my issue? Thanks in advance

ag_ana

Hi @mjoome!

I see that my colleagues are already replying to your emails, so I will let you continue the conversation over there, to avoid having to reply to you in multiple places :+1: Thank you for your patience!

ref: PIE-24233-425

ag_ana

@mjoome:

I see that my colleague Jen replied to you 6 hours ago :+1:

mjoome

Hi @ag_ana,

Yes, Jen already replied to my request with another question. Will this be the process where it takes 24 hours for the recent support to provide an answer or question about my problem? I only get 1 response a day. I have paid for your service for the whole year and I have only used it for just over a month. Can anyone help me with this issue right now? It seems there is a time difference where I would get an answer from the support emails which I understand since i'm in a different timezone. But the website clearly states 24/7 support.

ag_ana

@mjoome:

We reply as soon as possible to every email, in the order we receive them, so it depend on how many messages we get overall in a given day. Make sure to not keep replying to the same discussion however, because that will keep putting you to the end of the queue, as I see Jen mentioned too :+1:

But the website clearly states 24/7 support.

We do have 24/7 support, but we don't have 24/7 support just for you. We always have someone online to reply to our customers, but as you can imagine, everyone is doing their best to get back to everyone as soon as possible :+1:

mjoome

Hi @ag_ana,

Yes I understand that i'm not the only one who needs 24/7 support. But getting 1 response a day for something as urgent as getting locked out from an account isn't good for your customers. What if the account was hacked? will that be enough to say to your customer he should wait until someone is available on your end? Either way, I assume that based from your response that i don't matter. Thank you for letting me know that. I'll just go to another service.

ag_ana

@mjoome:

I have let my colleagues know that you have been posting in the forum too, hopefully the little nudge helps get you a new answer a little bit quicker ;)