Account frozen even though apple subscription is active.

Chris10275

Not much more to add. I have 7&8 installed on my iPhone and iPad. I renewed thru Apple Pay but yet I am FROZEN all over the place. If I delete the app and start fresh will I lose all my stored passwords?

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Referrer: forum-search:My 1Password subscription is up to date but my account is frozen. HELP PLEASE‼️

ag_tommy

@Chris10275

I've merged your topic. Please email the billing team. We're working to answer everyones questions as soon as possible. support+forum@1password.com is the address to send your query to.

Chris10275

Tommy,
Do you think I can cancel my Apple subscription and renew through the 1password ap?

GTphotos

I have tried support with apple who confirmed that I am subscribed, told me to go to the developer but getting nowhere. I have been using 1Password since version 3 without a problem. do you have any suggestions

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1Password Version: 8.10.3
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Referrer: forum-search:I am frozen out of 1Password, I have A subscription in the apple store that is paid till 23/04

mico1964

@ijsklont
No, I have not been charged for a new subscription.
And in any case, the notice that there is already a subscription appears before the purchase page (the one that requires double pressing of the side button).

ijsklont

@mico1964 Ok, thanks. For me it does not say I already have a subscription before the payment confirmation. I also cannot choose for monthly or yearly subscription. I'm still using 1Password 7 though, perhaps that's the reason.

chriswilcox

@ag_tommy given all the issues wouldn't it make sense to unfreeze all apple subscriptions that have recently expired while you look in to this and sort things out one by one. You have a lot of pissed off customers here who aren't able to access their accounts and aren't getting timely responses from your side (full disclosure - I am one of them).

mico1964

@ijsklont
Maybe.
I have 1Password 8 with the annual subscription.
I confirm that in my case the double click payment confirmation page did not appear.

ag_tommy

@andress

I do not have access to your account here in the community. I can't say for sure you're experiencing the same thing. However, you should reach out to my colleagues so they know you're affected by this.

ag_tommy

@Chris10275

Your suggestion seems plausible. We'd need to help with changes such as that on the backend. I'd make sure to send us an email and discuss it with my colleagues.

dfrieberg

@ag_tommy I opened a case 3 days ago and I've got radio silence from support. Seriously, what kind of customer service is that???

andress

@ag_tommy, I already did contact your colleagues in MONDAY - all I recieved from them: yes, we have an issue and we are fixing it asap…and thats it, no more responses… Great support! :(

ag_tommy

If the reply was we're hoping to fix it asap, then it's likely they are knee deep trying to resolve whatever the trouble is. Apologies for the wait, but if they've acknowledged it's an issue all we can do is await a resolution.

ijsklont

The only reply I received was a request to send a copy of my invoice from Apple, so that my subscription could be reattached. I provided this within an hour or so, but haven't heard anything back since (this was Tuesday). The lack of updates is most frustrating to me. I have no idea if my issue is being looked into or not. It appears that quite a few people are affected by this (see also Twitter), but the only thing we hear is "Contact support". This is not very helpful if support goes silent for days, in particular since this is a rather fundamental issue rather than a simple bug that can wait.

Update: my account has been updated to "Subscribed" just now. Hopefully the issue is fixed now and it won't revert back to Frozen, as reported in this thread.

waynemel

My account is now showing subscribed. No longer Frozen. All looks good now....for now.

alexjuuhh

My account has been frozen again.

[Profanity removed, please remember that this is a family friendly community - Moderator]

alexjuuhh

My account has been frozen again.

I've got an active subscription through the App Store, I haven't been billed for this month yet so it can't be a billing issue. If this is gonna happen every week, I might as well end my subscription.

Ticket number #UTI-71265-634

[Profanity removed, please remember that this is a family friendly community - Moderator]

ag_tommy

@alexjuuhh

I see you've emailed us. One of the team members will be in touch soon. My apologies for the trouble. We're unable to access account details here in the community.

ventmore

Frozen again here too.

ag_tommy

@ventmore

Please email the billing team once again. We don't have access to the needed tools here. Thanks and my apologies for the trouble.

ventmore

@ag_tommy

I've sent them an email......hoping for a more permanent fix this time.

ag_tommy

Thanks Ventmore. The team is investigating.

ventmore

@ag_tommy

Are there any updates on this?

Really hoping to get it fixed before the long Easter weekend, but haven't heard anything from support yet.

I'm guessing I could fix it the same as I did last time, but I'd rather wait until you guys sort it at your end this time, as the fix clearly hasn't stuck.

ag_tommy

No, not that I am aware of but I do not work on that team. email would be best to ensure the correct team replies to you. Additionally, we do not have access to account details here in the community. I'm sorry I don't have any news to share.

ventmore

My account is now unfrozen. Support reset my trial and had me reapply my subscription. My only concern now is that this is basically the same fix we used 2 weeks ago, and it only lasted 2 weeks.

Fingers crossed they can track down the underlying issue.

Saywhat75

Same issue.

Pleonasm

I am curious: what does “account frozen” precisely mean? Can you nonetheless open the 1Password app and view saved passwords, even when a subscription problem occurs?

Thank you for your assistance.

ag_tommy

@Pleonasm

This may help If your 1Password account is frozen

Pleonasm

@ag_tommy, thank you for the helpful reference.

Nat9268

I've had this issue and recently fixed it. Unsubscribing and re-signing up on th eapp store doesn't help, BUT unsubscribing on the app store and going through the 1password app to resuscribe there with apple pay fixed the issue for me.