How do I contact 1Password support
Hi, I'm trying to open a support ticket and the "Email 1Password Support" link at the bottom of the Knowledge Base search results (https://support.1password.com/search/?q=QR+Code+detection+failed) only takes me back to https://support.1password.com.
If there's no way to open a ticket, why not remove the "Email 1Password Support" option? And if there is, can you make it clear about how to do it?
Thanks,
1Password Version: 1Password for Mac 8.10.40 (81040031)
Extension Version: 1Password browser extension version 2.27.1 (22700103)
OS Version: 14.6.1 (23G93)
Browser: Safari Version 17.6 (19618.3.11.11.5)
Comments
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I was eventually able to use the support bot to open a ticket, but the experience is awful. I'm pasting the transcript here. If anyone from the company is reading this and still cares about customer experience, I expect that you do better:
BOT: This chatbot is operated and recorded by 1Password and our third-party service providers to improve our customer experience. By continuing, you agree that this chat may be recorded.
BOT: https://1password.com/legal/privacy/
BOT: Would you like to continue?USER: Selected: Continue
BOT: Hey there! I'm 1Password's automated assistant.
BOT: I'm here to help you with any questions you have.
BOT: What kind of 1Password account do you have?USER: Selected: Individual/Family
BOT: How can I help you today?
USER: I receive a "QR code detection failed" message every time I try to add 2FA to an account
BOT: It sounds like you're having trouble with QR code detection for 2FA. If you can't scan the QR code, most sites will give you a string of characters you can copy and paste instead.
BOT: Check the detailed guide here:
BOT: https://support.1password.com/one-time-passwords
BOT: Do you need any additional assistance?USER: Yes
BOT: I'm sorry to hear that you're having trouble with QR code detection for 2FA. Could you please provide more details about the issue? For example, are you using a specific device or version of 1Password? This will help me assist you better. 😊
USER: 1Password for Mac 8.10.40 (81040031)
BOT: It seems like 1Password might need permission to record your screen to scan QR codes.
BOT: To fix this, follow these steps:
BOT: 1. Go to Apple menu > System Settings.
2. Click Privacy & Security in the sidebar, then Screen Recording.
3. Turn on 1Password and click Quit & Reopen.
BOT: Check the detailed guide here:
BOT: https://support.1password.com/screen-recording
BOT: Do you need any additional assistance?USER: Yes
BOT: I'm here to help! Could you please provide more details about the issue you're experiencing with QR code detection? For example, are you seeing any specific error messages or encountering any particular steps where the process fails? This will help me assist you better. 😊
USER: The app already has permissions.
BOT: If 1Password already has the necessary permissions, ensure that the date and time are set correctly on your Mac. This can sometimes affect QR code detection.
BOT: Check the detailed guide here:
BOT: https://support.1password.com/two-factor-authentication
BOT: Do you need any additional assistance?USER: Yes
BOT: I'm sorry to hear that you're still having trouble with QR code detection. Could you please describe what happens when you try to scan the QR code? Are you seeing any specific error messages or does the app simply not respond? Any additional details will help me assist you better. 😊
USER: I receive a "QR code detection failed" message every time I try to add 2FA to an account
BOT: I can create a support ticket for you with an expert who can help.
BOT: Note that you can also get support through our Community - https://1password.community/
BOT: What is your name?USER: -- REMOVED --
BOT: What is your email address? Our 1Password Support needs this so they can contact you for further assistance.
USER: -- REMOVED --
BOT: Thanks -- REMOVED -- , a ticket has been created and our support team will reach out to you via email shortly.
Please communicate with our team via email once the support ticket has been created.
BOT: Ask me another question if you need more help.0 -
I have modified your post to remove your personal details from this public community. Please be mindful before posting private details to public areas.
I'm sorry you had a less than wonderful experience. The system tries to help with the most common issues we see and if they do not work a chance to create a support ticket or directions for posting here are included for your consideration.
You can always email 1Password support using
support@1password.com0 -
I have modified your post to remove your personal details from this public community. Please be mindful before posting private details to public areas.
Thanks! I didn't even think to check that.
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You can always email 1Password support using
support@1password.comThanks for the info. I did contact support.
My comment was regarding the web page itself - I'm ok with having to go through the bot (though I don't like it, I can understand it). What is frustrating is seeing the explicit message "Email 1Password support" and not finding a way of doing it.
Thanks for your response. I still feel that the people at 1Password care about the user experience, and it's because I really like the product that I want all aspects of it to work properly.
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I'm sorry for the frustration. We have an internal work item open to improve and update our email contact links on various pages and I've passed along your feedback to the team.
Tommy and myself, along with the rest of the team, are always here to help if you're running into any issues with 1Password. If you ever need help with anything then feel free to email our support team or create a new thread on the forum. 🙂
-Dave
ref: dev/web/support.1password.com#4538
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