Support is poor, product is solid 3/5
I’ve been a long-term 1Password customer, but over the years the experience has been getting worse, especially when it comes to support and pricing logic. Support is extremely slow. Replies can take 5–6 days, sometimes longer. On top of that, support often does not read messages carefully and keeps asking for more and more information instead of actually answering the questions. Very often it feels like I am assisting support rather than support assisting me. There are long-standing usability issues that have been raised multiple times over the years and still remain unresolved. For example, searching in the Archive is poorly implemented. The UI constantly switches between archived and non-archived items, and there is no clear, fixed way to search only within the archive. This affects both the desktop apps and the web interface and has been an issue for years. The company’s approach to monetization also feels excessively aggressive. If a payment card expires or fails even briefly, Family accounts get immediately disconnected from Teams or Business plans, and reconnecting them is unnecessarily painful. It requires a long email back-and-forth with support, which, again, responds very slowly. The Guest Account model is another example of poor common sense. You can have two fully paid, separate 1Password accounts, but if you want to invite one as a Guest to the other, you are still charged additionally — despite both accounts already being paid subscriptions. This feels unreasonable and greedy rather than customer-friendly. Overall, 1Password is still a solid product technically, but support quality, slow responses, unresolved long-term issues, and overly aggressive charging policies significantly degrade the experience. The company really needs more common sense in how it treats loyal, long-term customers — not just a focus on charging for everything possible.