1Password cannot save new passwords on several sites, 1Password support page not working

Nekoninda
Nekoninda
Community Member
edited December 18 in 1Password in the Browser

This morning, 1Password would not allow me to save the password and login that I created for two new websites. I will post a screenshot, if this page allows it, which it currently does not appear to. In each case, a small, rectangular window popped up, with the heading 'Save login' next to the 1Password icon. Below those was a box with the name of the website for which I was trying to create the new login. In this box was the word 'Edit'. Below this was a dropdown with my vault, and beside it, that is, in the bottom right corner of the popup window, a blue button containing the word 'Save'. I clicked Save. Nothing happened. I clicked Save again, a dozen or so times. Nothing happened that I could see.

I tried various things, such as opening 1Password on the desktop, switching windows, switching browser tabs, logging into 1Password in another browser tab (more on that later), turning off my ad blocker, and so on. At regular intervals, I returned to the page with the Save Login popup, and clicked Save again. Nothing seemed to happen.

Finally, I clicked 'Edit' within this Save login window. The window immediately disappeared. After the disappearance, I searched 1Password, both within Safari and in the desktop app, and could find no trace of the new login, nor the company name for which I was trying to create a new login. My new password and new login details appear to have been lost. I see nothing within 1Password Archive nor Recently Deleted.

Hoping to get some help, I clicked on the Help menu in 1Password.app, and chose Support Community. This took me to a page headed 'How to contact 1Password support'. This page proposed automated Chat, and provided a large blue Chat button. Clicking this button did nothing. I clicked on the blue 'Get help' words at the start of the sentence that continues, 'if you're having trouble finding the chatbot in your browser.'

This took me to a paragraph lower on the same page, which suggested that I click the Your Privacy Options on the very bottom of any support page. Clicking Your Privacy Options shifted me to the top of the same page, and revealed the Sign in button. I clicked Sign in, and it took me to a page that asked for my account, secret key, and password. I entered this information, and reached the page https://my.1password.com/home. Apparently 1Password had forgotten that I was seeking support, and more specifically, 'Your Privacy Options'. Nothing relating to support seems to be visible on https://my.1password.com/home.

Returning to the https://support.1password.com/contact-support/# page, either via the back button in the browser; via my browser History menu; or by opening a new browser window, and typing in https://support.1password.com/contact-support/#, all produced the same results. Namely, showing the same page, with the invitation to sign in, and the non-functional Chat and Your Privacy Options buttons. I tried this several times, and got to log into my vault over and over. But returning to the Support page, I was always asked to sign in again. It appears that 1Password will not allow me to be signed in on a support page, and it won't let me get support after I sign into my 1Password account pages. I hope that you can appreciate why this is frustrating.

So, after an hour of struggling (including documenting these problems in detail), I don't know anything more than that 1Password is failing in several different ways, it is losing some of my attempts to create new logins, is losing the passwords that I create during the process, and that the support page system and Chat fail to work in every way.

Do you have any suggestions? I'm using a fairly new MacBook Pro 16" with the Max CPU and 32 GB of RAM. I've installed all updates to the macOS. I have a modest amount of software installed, each app installed individually. I didn't use Migration Assistant, so this Mac did not inherit any cruft from a previous Mac. Safari 18.1.1

1Password Version: 8.10.54
Extension Version: 8.10.54
OS Version: 15.1.1
Browser: Safari

Comments

  • EvonG1P
    EvonG1P

    Hello, @Nekoninda. Thank you for reaching out. I see you have an open ticket via email with my colleagues. Let's continue the conversation there. I'm closing this thread to prevent duplication of effort. 🙂

    -Evon

    ref: SFI-67767-418

This discussion has been closed.