Cannot Download Pro Features Please Help - First time user - Thanks

Bchhabs

Hey Community.

I am a first time user of 1Password trying to install the pro features for the first time.

Once inside the application, each time I click on:
-Settings
-Download Pro Features

1) I get a prompt pop up asking me to sign in to the itunes store.
2) I Enter my password
3) I then get an Error Saying "The Apple ID you entered couldn't be found or your password was incorrect. Please Try again

I have uninstalled and installed the application several times without any success, I have also purchased other application from itunes with success.

Any help is greatly appreciated

Thanks

Drew_AG

Hi @Bchhabs,

Welcome to the forums! I'm sorry you're having trouble activating the Pro Features in 1Password 5 on your iOS device.

Is this problem happening when trying to purchase the Pro Features? We've heard a few similar reports of this error, although we're not sure why it's happening. There are a few things you can try:

• First, open the Settings app and go to iTunes & App Store. Make sure the Apple ID shown there is the one that matches the password you're entering when trying to buy Pro Features.
• Next, open the 1Password app, then double-click the Home button and swipe up on 1Password to close it.
• Restart your iOS device (hold down the power button for a few seconds and "slide to power off", then turn it back on again).
• After the restart, open 1Password and try again to purchase the Pro Features.

Does that make any difference? If not, one of my coworkers found this discussion on Apple's support site that might help. Basically, it suggests logging out of your Apple ID on your iPhone, then logging back in. Then try again to purchase the Pro Features.

Please let us know if any of this helps. Thanks!

naar

Hello, I am having the same problem. I have been on my phone since last night and tried everything. Nothing works and I really want to buy the Pro version.

I have tried to purchase any other app and all goes well, it is just the 1password pro version that comes up with this error.

please advice.

thank you

Ben

Hi @naar‌

DId you try the suggestions in this thread on Apple's discussion forum?

• https://discussions.apple.com/thread/6015439?tstart=0

Thanks

naar

Hi Thank you for your reply.
Yes I have tried that as well but no luck.

thanks

naar

I have just reset my whole phone and yet no luck.
The strange thing is that when I deliberately put a wrong password it does say that the username or the password is wrong, but when I put the correct password it says that the User id couldn't be found.

See attached screenshot.

I am using Iphone 5s with Ios8 (latest update)
No restriction for purchases as I can buy any other app.

thanks

Drew_AG

Hi @naar,

Hmm, that's definitely strange. I'm sorry it's still not working for you!

If you haven't already done so, I would suggest deleting & reinstalling 1Password on your iPhone. Before doing that, make sure you have all your 1Password data synced/backed up somewhere other than your iPhone. If you sync with 1Password on another device, and your 1Password data is up to date on that other device, that's fine. I also recommend saving a backup to a computer by following the steps here.

Once you have your data backed up somewhere else, you can delete 1Password 5 from your iPhone. Then reboot your iPhone, and reinstall 1Password. Go through the setup and restore/re-sync your data, then try again to purchase Pro Features. Does that make any difference?

naar

Hi Drew,
thank you for your reply.
Yes I have tried the exact steps but experiencing the same issue.
I can't think of anything else that could be wrong.

regards,

naar

I have didabled the password prompt when downloading or purchasing
apps, now when I click on £6.99 then I get a popup claiming I am not connected to the internet.

I have tries without data service and no wifi
I have tried with data service and widi
I habe tried with no data service but only wifi

Nothing works.

Regards,

AkamaiGuy

I have the same issue (and have tried the same fixes to no avail).

Winnie

@naar I saw from your screenshot that you are currently connected to wifi. To exclude this is a wifi issue, could you please turn off wifi and try to purchase again?

naar

Hi Winnie,

Thank you for your reply .

As mentioned in previous post (had lots of typo i see lol) I have tried with data service and no wifi, I have tried with data service and wifi, I have tried with no data service but only wifi.

thanks

Winnie

@naar sorry, I missed that you already tried that.

I'd like to ask you to create a Diagnostics Report from your iOS device right after you tried purchasing:
https://guides.agilebits.com/kb/1password4/en/topic/diagnostics-report#ios4

Then attach the entire file to an email to us: support+forum@agilebits.com

Please do not post your Diagnostics Report in the forums, but please do include a link to this thread in your email, along with your forum handle so that we can "connect the dots" when we see your Diagnostics Report in our inbox.

A short note here once you've sent the Report in will help us to keep an eye out for it. :simple_smile:

Once we see the report we should be able to better assist you. Thanks in advance!

kazooless

According to this kb article: https://guides.agilebits.com/1password-ios-kb/4/en/topic/pro-features-not-unlocked, if the instructions don't work, we should contact support and the contact was a mailto: link. I used that and explained my problem there, but I've received no reply yet.

I'd rather not do support for this issue over a public forum like this.

Winnie

Thanks for sending the Diagnostic report @kazooless‌ ! I totally understand that you don't want to discuss this here:

FAR-11293-672

naar

Hello,
I have finally managed to purchase the Pro version for my iphone. I have deleted the app on my iphon first, I have logged out of my other id on my ipad, logged in with the id that is being used for my iphone, once the order has gone through then logged out from that id on my ipad.
On my iphone I went to app store, downloaded 1password with the purchased id and there it was: Pro version.

However, I have an issue. I had text files as attachments for a secured note, when I synced from pc to iphone the note shows but the attachments are not showing. It was mentioned in the pro that the attachments support is also there.
I have tried attachments for Logins as aswell, it shows on the pc but when synced to iphone it doesn't show on iphone.

Please advice on this

thank you

regards,

Ben

Hi @naar‌

Sorry to hear about the trouble viewing your attachments on iOS. Which sync method are you using to get your data from your PC to your iPhone?

naar

Hi bwoodruff, thank you for your reply.

I am using wifi sync. But even though there is no attachment fields showing on my Iphone5s, ios 8.1.1 device. I am using the latest purchased 1password.

I did delete and reinstall the app, rebooted the device and still the same

thanks

Drew_AG

Hi @naar,

I sent you an answer about this in another discussion. To summarize, attachments aren't currently supported via Wi-Fi sync in the Windows version of 1Password. To sync attachments, you'll need to switch to Dropbox sync. I'm sorry for the inconvenience!

gandalf746

I have exactly the same problem, have tried all the suggestions, and gotten exactly the same results. A nice robot replied to the tech support request I sent last night, but no human response yet. I've had no other problems with purchases from the app store. Very frustrating.

Drew_AG

Hi @gandalf746,

I took a quick look in our system, but I was unable to find an email from the address associated with your forum account. If you haven't received a reply to that email yet and want to make sure we've received it, please send me a private message with the email address you used to send it, and I'll be happy to track it down and ensure that it gets answered as soon as possible. Thanks!

brchal

I am also having this problem, "The Apple ID you entered couldn't be found or your password was incorrect. Please Try again. Have tried all the ideas above with no avail. I bought the mac/windows package and all is working except buying the iPhone 5c version. I can log in|out of iTunes and download other iTunes apps ok. Just can't purchase 1password for iOS.

Ben

Hi @brchal‌

Please launch 1Password, navigate to Settings > Advanced > Troubleshooting > Log Settings > enable In-App Purchase. Then try the in-app purchase again (we're expecting it to continue to fail at this point). After that I'd like to ask you to create a Diagnostics Report from your device: https://guides.agilebits.com/kb/1password4/en/topic/diagnostics-report

Then attach the entire file to an email to us: support+forum@agilebits.com

Please do not post your Diagnostics Report in the forums, but please do include a link to this thread in your email, along with your forum handle so that we can "connect the dots" when we see your Diagnostics Report in our inbox.

A short note here once you've sent the Report in will help us to keep an eye out for it. :)

Once we see the report we should be able to better assist you. Thanks in advance!

Drew_AG

Hi @brchal, welcome to the forums!

I'm sorry you're having trouble with the Pro Features. Just to make sure we understand, are you trying to make a new purchase of the Pro Features, or are you trying to restore from a previous purchase? If you previously bought 1Password 4 for iOS, or if you previously purchased Pro Features in 1Password 5 for iOS, you should be able to restore them, as long as you're signed in the App Store with the same Apple ID you used for that purchase.

If you're trying to make a new purchase but are getting the error, please try this:

• First, open the Settings app and go to iTunes & App Store. Make sure the Apple ID shown there is the one that matches the password you're entering when trying to buy Pro Features.

• Next, open the 1Password app, then double-click the Home button and swipe up on 1Password to close it.

• Restart your iOS device (hold down the power button for a few seconds and "slide to power off", then turn it back on again).

• After the restart, open 1Password and try again to purchase the Pro Features.

Does that make any difference? If not, there is a short discussion on Apple's support site that might help: https://discussions.apple.com/thread/6015439

Basically, it suggests logging out of your Apple ID on your device, then logging back in, then trying the in-app purchase again. Can you let us know if any of that helps? Thanks!

brchal

sent report

brchal

This is a brand new purchase. I have tried all the suggestions in your post already they were posted in #2. I only have one apple Id. I can log in/out and purchase other apps from my iPhone but not 1password. 1password shows up in my iphones iTunes purchased page

Drew_AG

Hi @brchal,

We received your Diagnostics Report, thanks! I updated the email thread with some details from this forum discussion so that it's easier for our support team to get up to speed with the issue. Someone will get back to you as soon as possible with some further information. We'll keep the conversation going directly via email to avoid complicating things between here and there. Thanks!

ref: IQK-49784-733

Garfield78

Hi there,

I have exactly the same issue as brchal. I purchased 1Password today brand new (I am a new user). The correct appleID credentials are not recognized but purchases outside of 1password work flawlessly. Closing 1password completely and rebooting my iPhone didn't change anything. Deleting the iPhone app, rebooting the iPhone, the redownloading and reinstalling of the iPhone app didn't help either.

Additional info: I purchased the Mac version first, entered my data there, set up sync via dropbox, went to the app store on my iPhone, installed the iPhone app, set up the dropbox sync and all data was imported nicely. Clicking on the in app purchase button produces the erroneous behavior. I live in Germany, the price in the button is shown correctly in "Euro". I only use one single appleID and use an iPhone 4S with up to date iOS. Purchasing the PRO features is just not possible right now which is quite frustrating for me...

Best regards,
Volker

Ben

Hi Volker ( @Garfield78‌ )

Please follow the instructions in this post to send us a report:

• https://discussions.agilebits.com/discussion/comment/168646/#Comment_168646

Thanks!

Garfield78

Hi bwoodruff!

This is interesting: Just to be sure, I tried the in app purchase again - it failed. Then I activated the log for in app purchases in the trouble shooting options and tried again - it suddenly worked! The purchase worked as expected. I did not restart the application between the to tries. The time between the two tries was 2 minutes at maximum. Could it have been an just apple server glitch?

Are you still interested in the report?

Best regards and thanks for your reply,
Volker

SaraMinisterOfMagic

Hi Volker (@Garfield78) - that is great news! I'm going to say it was Santa's elves helping out, given that it is the holiday season:)

At this point, the report would only show us that everything is now up and running for you, so we would not require it. If you run into any other issues though, please let us know!