When you use the 1Password Support contact form to contact us, some basic diagnostics information is included with your message. To help you resolve an issue you’re having, 1Password Support might also ask for additional diagnostics information, including a diagnostics report.
Your secrets are not included in diagnostics information
We only use the diagnostic information you provide to help resolve the issue you’re having. None of your 1Password data or secrets are ever sent to us.
- 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.
Information included when you use the contact form
When you use the 1Password Support contact form, a file named
basic-diagnostics.html is attached to your message. It includes this information:
- Name and email address entered in the contact form
- Contact form path and referrer
- List of 1Password accounts you’ve signed in to in that specific browser, including account type and UUID with Priority Support marked where applicable
- User agent, including platform, browser, and browser version
- Version of 1Password installed in the browser
- 1Password X: build numbers start with 2
- 1Password extension: build numbers start with 4
- Language your browser is set to
Information included when you use a get-help link
If you have a 1Password app installed, 1Password Support may request additional diagnostics information using a link in the following format:
When you use a get-help link to contact us, a file that includes the name of your platform is attached to your message:
Sometimes, when you encounter a problem with your 1Password account, you’ll see a link to contact us, which may include a
web-diagnostics.html attachment. It includes metadata that might help us diagnose the problem. For example, “Error loading: Billing frame load timed out”.
These reports contain all the contact, browser, and account information in the
basic-diagnostics.html as well as:
- Platform where the report was created
- App version and build number
- Mac only: “Mac App Store” or “Web Store”
If the app is licensed with an AgileBits Store license, you'll see the order number.
- Device name
- Model number
- OS version
- Some platforms: 1Password device UUID
Account information (in the app)
- List of accounts you’ve signed in to in that specific app, including account type
- Name and email address associated with the account
- Account and user UUIDs
- Number of rejected and unsynced items where applicable
Standalone vault information
- Vault UUID
- Sync method
- Sync path (Dropbox and folder sync)
- Number of items in the vault
- Other platform-specific diagnostics information the app is able to provide, like app settings
Information included in diagnostics reports
To help you resolve certain issues, 1Password Support might ask for a diagnostics report. Diagnostics reports contain 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.
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.
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.