Can't sign in - changed my phone and now have no access to my account

dianafedoret

Hello,

I've started using 1Password about a year ago, and I didn't create an account, just used it on my phone and it was finger protected. I purchased the full version couple of month ago.
2 weeks ago I changes my phone, and now have no access to my account ( and all my passwords more importantly).

Please provide details on how I can access my information?

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1Password Version: 6.4.5
Extension Version: Not Provided
OS Version: android
Sync Type: Not Provided

Ben

Hi @dianafedoret

Thanks for taking the time to write in. When not using a 1Password.com account by default your data is stored only on your device. This can be changed by setting up syncing:

Sync your 1Password data

Or making a backup:

1Password backups

But you would have had to do that before no longer having access to the device with your data on it. Do you still have the old phone, or did you set up syncing or a backup?

Ben

dianafedoret

Thank you, @Ben, for your reply.
I still have access to my old divise, however I forgot my master password. I was using finger print before, but I removed it after I stoped using the old devise. So, now i can't log in into my 1password to back up my info.

Please help!

Diana

Ben

@dianafedoret

The only way to recover that data would be to remember your Master Password.

Ben

dianafedoret

Hi @Ben,

So, I entered all my private information into 1password app, and I purchased pro version and now your telling me that there is no way for me to get this info and my paid access unless I remember my master password?
The reason I bought your app is because I usually don't remember my passwords!

Ben

@dianafedoret

When you enter information into 1Password it is encrypted using your Master Password. The only way to decrypt that information is by entering your Master Password. For your security even we cannot decrypt it otherwise.

You can certainly access the Pro features without your Master Password, but not your existing 1Password data. When we say that it is secure -- we mean it. The only way to access it is with your Master Password, which only you know.

Ben

dianafedoret

@Ben, please let me know how can I access my paid version of the app?
Also, I understand that this app is secure, but there should be a "forgot password" option. Ironically, this is the app is used by people that struggle with memorizing passwords or have too many passwords.

Ben

@Ben, please let me know how can I access my paid version of the app?

You'd just uninstall & reinstall it while logged into the Apple ID that you used to purchase it. This will erase all data contained within however. The better alternative would be to recall your Master Password, but if you give up on that then uninstalling & reinstalling would give you access to the app.

Also, I understand that this app is secure, but there should be a "forgot password" option.

In order to offer that we would need to be able to reset your password, which would mean we would have a way to access your data. Folks come to us because they explicitly don't want anyone else (even us) to ever be able to access their data.

Ironically, this is the app is used by people that struggle with memorizing passwords or have too many passwords.

That is why we call it "1Password" -- you have "one password" to remember when using it. Your Master Password. :)

Ben