Been trying to recover my wife's account for almost 6 months. Nothing you tell me to do recovers this account. I have tried and so has she but there is a problem with with the directions. The items you say are suppose to pop up don't. The BOT is useless as is the help you try to provide by clicking on help. Can't speak to a human and when getting the code for them to email you. It takes days for them to help. Very unhappy with 1 Password.