i lost my password

ken Brooks

How do I open a new vault and start over. Also it won't let me change passwords or update. Can I delete the program and begin again? When I try to add a new vault inder file it is inactive so I am stuck

littlebobbytables

Hi @ken Brooks‌

The first page I'm going to link you to is Help! I forgot my Master Password. We can't help retrieve a genuinely lost Master Password but we have some hints that may help.

If there really is no access to your old vault, and I hope you haven't lost access to much as a result then we do have a page on Starting Over. After you've done that it will be like 1Password has never been run before on your machine and will allow you to create a brand new vault. I hope that helps.

ken Brooks

I forgot my master password and tried your fix to no avail. I then deleted 1password thinking I could reload it anew by contacting you but you don't seem to have my email address. I am contacting Apple to see if I purchased it through the Apps store but I seem to think in my foggy mind that I got it from you. How do I reload 1password? Can you help?

hawkmoth

If you purchased from Apple, you would see it under the Purchases tab in the Mac App Store when you are logged in under the same Apple ID you used to make your buy. It's worth checking that. If it's there, just click the Download button next the app's entry.

If you purchased from AgileBits, you would need to use the same email address you used to make your buy from the AgileBits web store. But they won't have any record of you at all if your buy was from Apple.

If you haven't changed emails and AgileBits doesn't recognize your email, my guess is that you will find it in the Mac App Store.

Give the Mac App Store a try and see what you find. Let us know.

Megan

Hi @ken Brooks,

I'm sorry to hear you're having trouble with 1Password. I've taken a look in our back office records using the email address attached to your forum account, and I was unable to locate any license information. As Hawkmoth mentions above, our records are for the webstore only, so if you did purchase from Apple, we wouldn't be able to find your details in our system.

Please have a look in the Mac App Store under the purchases tab - do you see 1Password there?

Drew_AG

Hi @ken Brooks‌,

I merged your different discussions since they're about the same problem. Did you try the steps from the links @littlebobbytables posted? If you followed the Starting Over steps, is the problem that 1Password still asks for your master password when you open it?

If the Starting Over steps didn't work, I suspect you followed the steps for the Mac App Store version but are using the AgileBits store version, or vice versa. To tell which one is currently installed, open the 1Password app and go to the menu for 1Password > About 1Password.

I tried searching our system for the email address associated with your forum account but couldn't find any licenses for you. If you purchased a license for 1Password for Mac from our web store with a different email address, you can send that address to me in a private message and I'll be happy to try searching for it in our system.

The web store version can be redownloaded from our download site. Or if you purchased 1Password for Mac from the Mac App Store, you'll need to reinstall it from there (just make sure you're signed into the Mac App Store with the same Apple ID you used to make the purchase). However, in order to start over, you shouldn't need to delete or reinstall the 1Password application at all. You should only need to remove the files mentioned in the Starting Over site.

Please let us know if you need more help with that!