Not sure how attributing the issue to a network problem would make any sense. You can refute this by using two tabs in the same browser to simultaneously log in to your account and your partner’s account.
Is the Support rep aware of the discussion in this thread? @dwbit mentioned that he was going to link the thread to your support ticket, but if they have not already confirmed that they have read this information, it may be worthwhile sending them a link. You could mention that one of the senior forum moderators (moi) believes that the issue might be due to back-end corruption of the master password hash, as explained here.
Further, I would suggest asking them if they are able to review the PITR transactions for your account and check how many times there were changes to the stored master password hash and protected user key in the past seven days. If there was only one such update each to these two database entries, coinciding with the date and time that your email address was changed, then your master password should be the same now as it was before the email address change; conversely, if there was more than one update to the master password hash and protected user key, then this would be evidence that your master password has been changed in the last 7 days (and Support should be able to give you a timestamp of when this happened).
This is not necessarily a valid assumption. First, understand that restoring a backup is not a simple operation. Bitwarden does not keep any backup copies of the state of your vault from a few days back; the only thing they have available is a log of database transactions going back 7 days. Thus, they would be able to see that at 1:23pm on 9/26/2025, the database field X associated with user account Y was changed from value Z to a new value; they would have to sift through the logs to find all entries associated with your user account, and then “undo” each transaction one-by-one, starting from the end and working backwards.
The “harm” in doing such a recovery is two-fold:
- The time and effort needed to complete this process is not insignificant, and employee time is valuable.
- There is a risk that the recovery process could be exploited by an attacker (for example, if you changed your master password because it was weak or leaked, an attacker may be able to compromise your vault if they can impersonate you and convince the Support team to restore your old master password).
Both of the above risks/costs will increase the more frequently that a database recovery is done, so it makes sense that there should be some barriers to initiating a recovery process.