To help you resolve an issue you’re having, 1Password Support might ask for a diagnostics report. The reports don’t include sensitive information, and we only use them to diagnose the issue you’re having. None of your 1Password data is ever sent to us.
Your secrets are not included in diagnostics reports
- Your Master Password is not included.
We don’t log or store your Master Password anywhere, and we’ll never ask you for it.
- Your Secret Key is not included.
We don’t log your Secret Key, and we’ll never ask you for it.
- Your 1Password data is not included.
We’ll never ask for your data file or any information it contains.
- Identifying information is strictly limited.
We exclude details like your device serial number from the report.
Information included in diagnostics reports
Diagnostics reports only include information necessary to assist you in troubleshooting, including information about:
Your device: Operating system version, system profile (including your device name and username), system uptime, system locale, IP address, system preferences, network configuration, relevant running processes, scripting additions, detected malware, apps that open automatically when your computer starts, and apps that can interfere with 1Password.
Your browsers: Default browser, browser versions, plugins and extensions, browser settings, certificate preferences, code signatures, and application scripts.
1Password: 1Password version and distribution method, location on disk, preferences, and purchase details.
Your 1Password accounts: Account and user UUIDs (universally unique identifiers), versioning information, keyset overview, server location, vault UUIDs, vault permissions, number of items (including trashed, rejected, and large items), and unsynced items listed by UUID.
Your standalone vaults: Vault name and UUID, sync method, location on disk, number of items and files (including file size), and backups (including date, number of items, and location on disk).
Logs: 1Password logs, system log, firewall log, and running processes. We might also request crash reports and console logs to diagnose specific issues.
How 1Password stores and removes logs
Diagnostic information is only collected when a report is created, with the exception of 1Password logs, which are stored on your device:
Mac: Logs are stored in two folders in your ~/Library/Containers/ folder.* Each folder contains the 10 most recent logs. A diagnostics report includes a maximum of 4,000 lines from the most recent logs.
iOS: Logs are stored in the internal 1Password folder. They’re sandboxed and only accessible to 1Password. You can’t access them, and neither can any other app. They’re deleted after 14 days. A diagnostics report only includes logs from the last few times you opened the app.
Windows: Logs are stored in your %LOCALAPPDATA%\1Password\logs folder. They’re deleted after 14 days. Crash reports are deleted after you send them.
Android: Logs are stored in the internal 1Password folder. They’re sandboxed and only accessible to 1Password. You can’t access them, and neither can any other app. 1Password only stores the most recent 50 KB of logs.
* Logs are stored in both ~/Library/Containers/com.agilebits.onepassword7/Data/Library/Logs/1Password and ~/Library/Containers/2BUA8C4S2C.com.agilebits.onepassword7-helper/Data/Library/Logs/1Password.
You are always in control
Before you send a diagnostics report to 1Password Support, you can review it. If you don’t want to share specific details, like some of your browser extensions or a secret app you’re working on, you can remove these details from the report.