1pass v3.8.21 forgot its license. Apple doesn't recognize it. Agilebits only finds my PC version

gaprior

from searching by my email address. Apple just wants to sell me a new version. I only get the run-around. This is the fourth time this has happened. I don't like this business model at all. Can't anything be done to support me without sending me around and around? This has been a really frustrating waste of time for me. What do I have to do to get my Mac license going again? Why can't I talk to anybody direct?

Ben

Hi @gaprior‌

I looked up our previous conversation history, and you had indicated to us previously that you were able to get the application installed through the Mac App Store. To do so you will need to be logged into the same Apple ID that you originally used to purchase 1Password (if you are signed into another Apple ID, you'll be asked to purchase). Once logged into the correct Apple ID you can use the Purchases tab in the App Store app on your Mac to install 1Password.

Thanks.

Ben

gaprior

I only have one apple ID and I've had it for maybe 10 years or so with no changes. When I log into the app store it doesn't recognize that I previously purchased it and wants me to buy a new purchase. Maybe this is because there is no existing license with the current version???

Megan

Hi @gaprior,

I'm so sorry to hear about the trouble you are having here.

If you purchased 1Password through the Mac App Store, you won't have a license number - your license details are tied directly to your AppleID. Unfortunately, Apple doesn't allow us any access to their purchase records, so we have no way to determine if/when you purchased 1Password from the App Store. I did look through our back office records, using both the email address attached to your forum account and your name, and was only able to locate the one Windows license (as you did.) Are you able to locate your original purchase receipt from the Mac App Store? If so, you might want to contact Apple directly for details on why 1Password is not showing up in your purchase history.

ref: 596241

gaprior

So is there anything you can do to help, or do I have to go through Apple to resolve the problem? I use [Edited by MikeT] as my email address there, but I don't know if that helps you any…

MikeT

Hi @gaprior,

Please be careful with sharing your information here as it is a public forum.

As Megan mentioned, we do not have any access at the Mac App Store as only Apple is full control of it. You'll need to contact their iTunes support team to figure this out, here's the link: https://getsupport.apple.com/GetproductgroupList.action

You'd want to select Apps & Software > Mac App Store > Purchases, Billing & Redemption > Recovering missing Mac App Store purchases

gaprior

Hi- I tried to get the license file from Apple, but they only have version 5. I can't run v5 because I have an old mac that only runs Lion. I have version 3. Is there some way I can re-download v3 and get the license file that way?

• Thanks, Greg

littlebobbytables

Hi @gaprior‌

If you purchased through Apple you don't have a licence file, the software is tied to your Apple ID and validated that way. All Apple purchases are authenticated via the Apple ID you are logged in with and none of the software purchased that way has a licence key or file. When any developer sells through Apple they have to use their system but obviously we can't use that for purchases made through our own store hence Web Store customers have a licence file. Apple also pass on zero information on people that purchase through their store.

If you can see 1Password in your Purchases tab of the App Store then if you try to download it on an older machine it should offer you the last compatible version e.g. on my Yosemite machine it will only download 1Password 5 but on my Mavericks machine it asks if I want to download 1Password 4.

I didn't get into using the App Store until it had been out for a while and I also skipped both the Lions so please do let us know if this is an option for you or not. I know it works on Mavericks but I can't test conclusively on older versions.

gaprior

Hi-
It doesn't show up on my past purchases so I can't download it again. That's the problem…
Thanks, Greg

Jasper

Hi @gaprior,

We can generate a version 3 license key for you, but we need a copy of your Mac App Store receipt. Could you please email it to: support+licenses@agilebits.com

To find your 1Password receipt from the App Store:

• Go into the iTunes Store within iTunes on your Mac.
• On the right column, under Quick Links, click Account.
• Enter your iTunes password if prompted.
• Scroll to the Purchase History section and click See All.
• Find the entry in the list that has 1Password, and click the gray arrow on the left of that entry. The full receipt will load.
• Take a screenshot of that entire window and email it to us (instructions to take screenshot if needed).

If you're not able to find the receipt that way, I would recommend asking iTunes Support for help locating it.

gaprior

Ummm. That's what I just said I couldn't get. It doesn't show up because Apple doesn't have version 3 on their site any more. I guess I didn't say it in that many words. Apple can't do anything about locating the license file unless I can download the app. I think to do that you have to make the app available to Apple so I can download it again. I attached the chat session I had with Apple so you can see what they had to say.

Drew_AG

Hi @gaprior,

I'm sorry this has been so much trouble for you! There seems to be a bit of confusion about some things here:

That's what I just said I couldn't get. It doesn't show up because Apple doesn't have version 3 on their site any more.

The version currently offered on the Mac App Store has nothing to do with your Purchase History in iTunes. If you ever bought any version of 1Password from the Mac App Store, that will be listed in your Purchase History in the iTunes Store as long as you're signed in with the same Apple ID you used when you originally made that purchase. It's simply a record of a purchase you made from Apple. Did you follow Jasper's steps to find that in your Purchase History?

Alternately, do you happen to still have the email receipt that you would have received from Apple after purchasing 1Password from the Mac App Store?

Apple can't do anything about locating the license file unless I can download the app. I think to do that you have to make the app available to Apple so I can download it again.

As mentioned earlier, there's no license file for the Mac App Store version of 1Password. If you bought 1Password from the Mac App Store, that purchase is associated with your Apple ID. If you bought any version of 1Password from the Mac App Store, you don't need to worry about a license file.

What we're trying to help you find is a record of your Mac App Store purchase (i.e. an email receipt from Apple, or in your iTunes Purchase History).

I attached the chat session I had with Apple so you can see what they had to say.

I'm not sure I understand what you mean. I don't see anything attached to your latest message in this discussion. Did you send us an email with your chat history attached? If the chat includes any personal information or email addresses, please don't try to post that here because these are public forums. Instead, you can attach that to an email to us: support+forum@agilebits.com

Please include a link to this thread in your email, along with your forum handle so that we can "connect the dots". A short note here once you've sent the Report in will help us to keep an eye out for it. Thanks! :)

gaprior

Hi-
I sent an email regarding this post with the attached chat from Apple.
Thanks, Greg

SeanFoster

Hi @gaprior‌,

I've received your email and will continue our discussion there. You'll hear from me shortly. :)

Sean

gaprior

I re-loaded iTunes and re-checked for 1password in the purchased list and found it there. It shows both the iPhone version and the Mac version. I don't see a gray arrow at the left of it though. I tried clicking, double clicking and right clicking, but no activity. I must be doing something wrong. How do I find the gray arrow. Is it at the left of the 1password icon? The only think I see is an 'X' in a circle in the upper left corner as I mouse-over.

gaprior

If I look at "My Apps" in iTunes I find 1password with an update flag across it. If I right click and click get info it says version 4.5.3. Maybe that's the verso it wants to update to. It's not clear. If I run my version, it reports 3.8.22. Not sure if this helps or not, but it doesn't look like a download option to update my license. Please see my previous post.

littlebobbytables

Hi @gaprior‌

See your purchase history in the iTunes Store

That's a link to Apple's guide, and below is the example screenshot where you ought to see the grey arrow.

As you can see, when you view your previous Apple receipts there should be a little arrow to the left of the date and clicking on that arrow will bring up the receipt in full. If you follow the steps in that guide do you not see the same as is being displayed there? The guide itself also has a link regarding Download past purchases. If what you're seeing differs from their guide(s) it might help if we can see what you can. Please do be very careful about not displaying anything sensitive - ask us if you have any doubts or concerns.

I've also read the conversation between yourself and Apple that you supplied and there are a couple of things I wanted to address.

you might not see the app in your purchase history because the developer probably pulled the version you purchased and uploaded a newer version to the App store.

This is flat out wrong. My purchase history with Apple goes back to 2008 and in there I can still see the 1Password for iPhone purchase I made in 2010. What's more if I follow the steps for downloading past purchases I can still see and download 1Password for iPhone even though the iOS app itself is no longer available for sale. The one oddity is when I'm view the list of all of my past iOS purchases, I can't use the search field to search for 1Password for iPhone, I have to scroll through the list - no idea why. So I can view the receipt and download an app that is no longer available.

Now you may note that I referred to an iOS app there. That's because we have only ever distributed one App to the Mac App Store. Ever since 2011 when we first released 1Password for Mac via Apple's MAS we have continued to sell and update that single App. Anybody purchasing 1Password (MAS) from that point onwards has been entitled to free updates and continued access. If the day comes along when we pull that version and release a newer one (to use the terminology the Apple representative used) then as you can see, users of the pulled version should still be able to view and download the version they purchased.

We only have what is currently available on the iTunes store and we do not keep older versions.

This is flat out wrong. I purchased 1Password for Mac (MAS). If I download that purchase on a Yosemite machine I get 1Password 5. If I try to download 1Password on a Mavericks machine I'm told 1Password 5 isn't compatible and do I wish to download the last compatible version, 1Password 4. I've literally done this myself. The same applies to iOS devices. Apple do keep older versions at least for compatibility reasons but they may not keep minor updates e.g. they may only store 1Password 4.4.3 and none of the earlier versions of 1Password 4 as all minor versions share the same system requirements. Still, they do keep older versions.

Now I believe Sean is assisting with at least stopgap solution but I'm personally unimpressed with the answers you received from Apple.

gaprior

Ok. I did get the left arrow and I do see the record of my purchase. When I go to the link about 'download past purchases' and follow the instructions and open the Mac app store. I click on the 1password install button and I get the error message that it couldn't install because Mac OS version 10.10 or higher is required. Just what I have been saying all along. I must still be missing something...

gaprior

I have a screen capture of the receipt if you want me to send it, just not sure if I should post it or attach it here.

littlebobbytables

Hi @gaprior‌

I know it doesn't seem like it but this is at least progress. You should have received an email from us in the last day or so, I would recommend sending us the screenshot by replying to that message (to keep it private) and referencing this thread. I'm glad you hesitated about posting it here as these pages are publicly visible. Can I ask, what version of the App Store application do you have on your system? the version should be in App Store > About App Store.