Upgraded to iPhone 16, can't access 1password

RRK
RRK
Community Member
edited December 10 in iOS

I've read various discussions on this forum, so I'm hopeful someone can help, including someone from 1password support. I do have a ticket opened: TNU-19395-728.

Yesterday I upgraded my 80 year old mom's iphone to iphone 16. And we wiped her old phone. We had everything backup'ed to iCloud. We have a login and password to 1password.

Today, she went to 1password, and could not open the app. I tried to help her by reading support and going to 1password.com on my computer browser, only to find that I needed a security key to login, which we don't have.

I then tried to reset the password, only to realize that when I entered her email address to receive instructions, I received an email back saying no account found...

I did some more digging and now think she doesn't have a 1password account for their cloud version, but perhaps she has a standalone version? So now my questions are:

  1. Why can't I login with her email?
  2. If she doesn't have a 1password cloud account, what are my options for recovering standalone vault (if that is indeed what she has)
  3. I'm guessing I can restore from icloud backup?
  4. or can I create a new 1password cloud account and migrate the password data?

I'm not sure anymore - just been reading and reading online support forums, the internet, chatgpt. I want to speak to someone from 1password, but that doesn't' seem to be an option.

Please help ASAP. You can image what an 80 year old is going through...

Thanks,

RRK

1Password Version: Not Provided
Extension Version: Not Provided
OS Version: Not Provided
Browser: Not Provided

Comments

  • RRK
    RRK
    Community Member

    I have an update...we were able to access iPassword 7 via iCloud Backup and using a different apple id which it was 'purchased' with. But made me consider:
    1. we have to figure out a way to backup a standalone vault
    2. 1password really needs live phone or chat tech support
    3. Chatgpt was very helpful - I basically asked all my questions above there and it helped me troubleshoot. It also helped me figure out #1.

  • MerryBit
    MerryBit
    Community Member

    I think you are looking for a guide on how to upgrade from a standalone vault version of 1Password: https://support.1password.com/upgrade/#upgrade-if-you-have-standalone-vaults-ios

  • Dave_1P
    Dave_1P

    Hello @RRK! 👋

    I'm sorry that your mother ran into trouble unlocking 1Password. I see that my colleagues are working with you over in the support ticket that you've opened via email, please continue the conversation there.

    To prevent duplication of efforts, I'll close this forum thread.

    -Dave

    ref: LSB-51391-234

This discussion has been closed.