Pro Version on iPhone 6 Plus

oki

I have 1Password on my iMac, iPad mini, iPhone 5s and iPhone 6 plus and have been using it for almost 5 years.

I had access to the pro version add on, although I never paid for it separately, I am not sure why but it seems like the features were actually included in one of the earlier version of the software on iOS.

Strangely, when I got iPhone 6 Plus and did a restore from my iPhone 5s where I had access to the pro version features, 1password couldn't verify whether or not I had access to the pro version features, giving an error 'can not connect to iTunes store' when you check on it under settings.
Thinking that downloading from iTunes Store again would be the solution, I deleted the app and downloaded. At one point, I have also added pro version features as an add on to the software download but rather than restoring the software into its original version, I ended up paying 9.90 (?). Basically, I bought the pro version again when I had access to this feature on my iPhone 5s and iPad Mini.
I contacted the apple store customer care and they couldn't find a prior purchase for this purchase (other than the one that I paid for when I was restoring from iPhone 5s to iPhone 6 plus) thus refused to issue a credit.
The question that remains is that how it is possible that while I have access to this feature on other devices, all of a sudden I need to pay for it on iPhone 6 plus.

Apple Store customer care encouraged me to post it here and report back to them to clarify the issue, I am not sure whether they will be contacting about this issue directly.
Thanking you in advance for yor response

oki

Below is the message from Apple customer care:

Hello Okan,

It's me Lucas again, thank you for getting back to me. You are more then welcome for the free credits.

I understand that you are still concerned about this purchase and I can understand why. It seems like you have been using it for a while.

I do honestly believe there may be a bit of confusion about the purchase. Like I said, there was a very similar app purchased on your account on 08/17/2011 that may have included these features. However that version of this similar app is no longer available on the iTunes App Store. I am sorry, for security reasons I can’t give you the name of the item you purchased back then. Both items seem to have been created by the same developer. I found their support website for you if you would like to contact them directly:

http://support.agilebits.com
I hope this helps you. I am sorry for any confusion or inconvenience this caused you. If there is anything else I can do to assist you with this, please let me know.

I want to thank you for the opportunity to help you with this today Okan. If you have any questions or concerns about anything I have covered in here, please reply directly to this message. When you have talked to the developer about this, I'd love to hear about it. I'll look forward to hearing back from you.

Thank you for being a Apple Customer!

Sincerely,

Lucas H.
iTunes & Mac App Store Customer Support Advisor
http://www.apple.com/support/itunes/ww/

oki

And sorry, I paid 9.99 rather than 9.90 USD for the pro version.

Ben

Hi Okan ( @oki )

Are you positive you are logged into the same Apple ID on your iPhone 6 that you originally purchased 1Password using?

Apps are sold by Apple on a per-Apple ID basis.

If you'd like further clarification on this please email us all of your receipts for 1Password for iOS, and we'll take a look. Please email them to support+forum@agilebits.com and include your forum username and a link to this thread in the body of the email.

Thanks!

oki

Yep, always the same Apple ID. Will try to send you the receipts for 1Password from the beginning within 24 hours.

Thanks

Ben

Thanks!

oki

Btw, by receipts, do you mean Apple Store order/invoice numbers?

Ben

Not just the numbers, the actual receipts. Thanks!

oki

I am not sure about what you are asking, there simply can not be any 'actual receipts' other than the ones under my Apple Store account, if there are, I don't know where they would be, may be you could tell me where to look for.

Thanks

Ben

@oki‌

Every time you purchase an item from Apple's App Store you get an email receipt. We're looking for those emails.

Thanks.

Drew_AG

Hi @oki,

I noticed your email from Apple customer care mentions that you purchased an older version of 1Password in 2011, which would have been 1Password 3. There was a version of 1Password 3 that was sold as "1Password Pro". Perhaps that is causing the confusion?

Either way, the Pro Features in 1Password 5 for iOS should be free if you had purchased 1Password 4 for iOS, but not if you had only purchased 1Password 3 for iOS. So if the last time you purchased 1Password for iOS was in 2011, that would explain why the Pro Features in version 5 were not free for you. Does this help to explain what happened?

oki

My preliminary examination of receipts show that I bought 1Password - Password Manager and Secure Wallet, v4.2.1 (17+) for 8.99 on 05/31/13. I will be sending the receipts shortly to the email provided above.

Drew_AG

Thanks @oki, I'm sure that will help to figure out what's going on.