Mac desktop 1Password still showing as trial version

Mazara

Hi! I purchased a license for my account after the trial version ended and the account had been frozen. After the purchase, I can log into my vaults thru the web (chrome) with my master password but the same password will not unlock my desktop version. I have not changed my password.

Thanks in advance!

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1Password Version: 7
Extension Version: 7.7
OS Version: OS High Sierra 10.13.6
Sync Type: Not Provided
Referrer: forum-search:desktop version not updating

Mazara

I'll also add that, because it won't let me log into my account from the desktop, it's also not recognizing the license that I purchased so the account isn't even showing up in the preferences now.

ag_tommy

@Mazara

I most often see this occur when someone has moved to one of our membership offerings, and they have inadvertently left a Primary vault on their device. The Primary vault can open with a different Master Password. Do you see a Primary vault on your device? Please try any previous password you may have used.

If so, please follow these instructions.

1. Check to make sure all of your data is available on https://my.1password.com and ensure you have a copy of your Emergency Kit.

2. If needed copy or move any items from your Primary vault to your membership vault (Personal/Private) that are not already present. * Please be sure you have the most up to date information in your Personal vault.

3. Remove the Primary vault.

Your device should now unlock with the same Master Password you use to access 1Password.com

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The way 1Password unlocks is:

1. If a Primary vault exists, then it will unlock using the Master Password for that vault, regardless of what, if any, memberships are signed in.

2. If a single 1Password membership is signed in, then unlock using the Master Password for that membership account.

3. If multiple memberships are signed in, then unlock using the Master Password of the first added membership.

These are each exclusive scenarios. For example, if multiple memberships are signed in, you cannot unlock 1Password using the Master Password of the second account that was added.

ag_tommy

@Mazara

It may also be that you are using a license. The Mac App Store version does not support our licenses. Where did you download 1Password from?

Mazara

@ ag_tommy

Thanks for your replies. I downloaded from the website. But, your first comment makes sense since I have not only an individual vault but a team vault too. So, wondering if my team account password is what was stored. I will contact my team leader, and get back to you.

ag_tommy

:+1:

Mazara

That didn't work. And I haven't had any other master passwords. :'(

Mazara

@ag_tommy.

I tried to delete the primary vault as per your earlier message but it won't let me without a master password. The Delete Vault is greyed out on my Mac.

I am now not even seeing my accounts listed in the preferences and when I try to add my personal one, I end up back at the beginning with the master password not working.

I only created this account in November. I have not changed my master password for my personal account nor has my team leader changed that master password. And neither are working.

Is there a way to completely wipe the app off my desktop and start over?

ag_tommy

@Mazara

Yes. Great minds think alike. ;) I was typing this out when you replied.

You mentioned an individual vault and a team vault. The following is a set of steps to reset the Mac app anew.

• Please ensure that you can log in to https://my.1password.com and know your Master Password for the Personal account. Also print out a copy of your Emergency Kit if you have not already done so.

• Do the same for the teams account.

• Do not proceed unless you have all of the information for both accounts. When you are ready to proceed, use the instructions below to reset the Mac app and allow it to be setup anew.

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1. Open or bring 1Password to the front.

2. Click on Help (at the very top of the screen to the right of the Apple icon) > Troubleshooting > Reset All 1Password Data. You will be asked to type in a code, and you need to copy it as is, hyphens included.

3. Click on Delete Data and Start Over. * This only removes local data and doesn't affect your membership. At this point, 1Password will quit and disappear off your screen.

4. Open 1Password again on your Mac, and there will be two choices - New to 1Password? Or Used 1Password before?

• For 1Password.com memberships: Under 'Used 1Password before' select 1Password.com option, sign into each of the accounts.

  • If you want the Mac to unlock with your Master Password for the Personal account add it to the app before the Teams account.

Mazara

@ag_tommy

IT WORKED!!! YAY!

Thank you for your patience! I was definitely losing mine. lol!

ag_tommy

Excellent! I am glad to hear things are working for you. You're welcome. Oh, and no worries, you were a trooper!

Mazara

Thanks so much for all your help!

ag_tommy

@Mazara

Backups are taken daily for 1Password.com memberships all flavors. Is that what you are seeking to do?

https://support.1password.com/backups/

Mazara

@ag_tommy No, I was asking about how to copy the vault from the desktop to online. But I figured it out in the Vaults tab. :)

ag_tommy

Excellent.

Mazara

I think I'm all set now! Thank you!

ag_tommy

Have a great day! You're always welcome to stop by.