Lost access to 1Password with IOS Upgrade

rmj

I have upgraded to IOS 11 .2.6 and have lost access to 1Password –and no longer have access dozens of passwords.

To recover password I followed the process documented online: https://support.1password.com/cs/ios-v3-itunes-recovery/?mac
–but got stuck on the Step 8.

I am not clear what to do at this stage –as there is no option "Tap Import from file"

Should I "create a standalone vault”? And if I do so, will it then allow me to import my old password file?

I have also sent you an email on this.

Please help as I have no written copies of these passwords.

---

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

ref: PAJ-58175-424

rmj

As above, I have got to Step 8 but I am now stuck. (I have started the subscription but do not know which of the options to use as vault, 1Password.com etc... ).

If I "create a standalone vault” will I be able to import my Password file? I have saved it in the form "1password.1ptbackup ".

I note there are several other options "1Password.com", "iCLoud", .... As this I have not used the new version should I used the "create a standalone vault” rather than "1Password.com"?

Please could you let me know which I should use as I rely on these passwords.

Many thanks!

Lars

@rmj - Did you scroll down? The Welcome screen doesn't stop at the bottom of your screen. Try scrolling downward, and let us know how that works for you.

rmj

Yes I did scroll down and the options presented are those I mentioned (1Password.com, iCloud, Dropbox, WLAN Server and then a space and Create a standalone vault).

There is no option to “Import Now”

Please help.

rmj

Should I "Create a standalone vault" –and if I do so will I be able to import my old password file "1password.1ptbackup"?

I can't find any other info on your website or any other means of fixing this.

Many thanks.

rmj

2:50 pm, March 12, 2018

Thank you for your reply Lars.

Yes, I did scroll down –the options presented are the ones I mentioned (1.password.com, iCloud, Dropbox, WLANServer then a space and the option Create a standalone vault.

There is no option to "Import Now".

If I "Create a standalone vault" will I then be able to import my old password file "1password.1ptbackup"?

Please help.

AGAlumB

@rmj: Since you've upgraded to iOS 11 in spite of warnings from both us and Apple and 1Password 3 cannot run there at all, we're really going to need some real information about your setup and what tools are available to you to hope to be able to advise you on how to proceed in trying to recover your data from the old app. And because I see you've also emailed us separately as well, I'll reply there instead to get some details from you to see what the best approach might be. You'll hear from me there shortly.

ref: PAJ-58175-424

rmj

6:38 pm, March 12, 2018

Very many thanks Brenty. I have replied your detailed questions by email.

Without these passwords I will be in a rather difficult situation –and I do hope there is a way forward out of this bad situation.

Lars

@rmj - I see brenty is now helping you via email, so let's keep the conversation going over there instead of in two places simultaneously. Thanks! :)

rmj

I have been emailing Brenty this morning but I have just received "A message that you sent could not be delivered to one or more of its
recipients." Can you forward this to Brenty and ask him to confirm if he has received the emails re "[#PAJ-58175-424] I'm having trouble with 1Password".

Many thanks.

Sorry to bother the Forum with this but I was not sure how else to make contact as the emails seem to no longer be working.

---

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

Lars

@rmj - Can you tell me what email address you're sending to? Our server shouldn't be bouncing any mail, and I'm not certain what else might be causing the problem. Is there more than one recipient on your To: or CC: fields?

rmj

I sent it to To: support@agilebits.com and CC was blank. I did get a reply from Brenty early this morning –but at 3pm today (UK time) I received 3 messages that 3 emails were being bounced.

AGAlumB

@rmj: I've merged your posts with the original discussion so we can all stay on the same page here. To be clear, we've received five emails from you since I replied to you earlier today. So unless you sent eight, we've received them all. You may want to check with your email provider in that case to see if there's some issue on their end that needs to be resolved, since it does seems like you're able to both send emails to us and also receive them from us. We try to reply to messages in the order in which they're received though, so that means that you may have to wait a bit as we respond to others who have been waiting longer. And, unfortunately, because of how email inboxes work, when you send multiple messages, that also keeps pushing you to "newest", so I'd encourage you to wait until we are able to get to your message and reply, rather than sending many in a matter of hours. And since trying to communicate in multiple places — here in the forum and via email — can add some overhead with trying to coordinate things and make sure we're not missing something and slow down the support process for everyone, yourself included, let's continue the conversation via email. Thanks!

rmj

Thanks for letting me know Brenty. I think the total number of emails I sent you this morning is 5. Very odd that I received the bounced response from 3. I will await to hear back from you when you get a chance.

AGAlumB

Yeah that is strange. Hopefully just a hiccup with your provider and nothing serious. I've already replied via email, so let's keep it going there. Cheers! :)