'Trial Expired' message in 1Password

Franck

Hi there,

As of today, 1Password shows the dreadfull "Trial expired. Click here to buy."

I use the AgileBit web store version rather than the Mac App Store version in order to take advantage of the Dropbox syncing.

Since this app was first bought on the App Store, I don't have the licence key. And for some unknown reasons, your app does not show up anymore in the "Purchases" list of the App store....

**Can you help? ** I have all the App Store receipts to prove ownership (order IDs available on request).

__1Password - Password Manager and Secure Wallet, v3.9.6 (4+) AgileBits Inc. App £24.49_

and

1Password Pro, v3.7.2 (4+) AgileBits Inc. App £10.49

and even the iOS App.

1Password - Password Manager and Secure Wallet, v4.3.2 (17+) AgileBits Inc. iOS App £6.99

hawkmoth

Have you seen the first post at the top of this section of the forum? Here is a direct link.

You don't need the AgileBits web store version to use Dropbox. The Mac App Store version can use Dropbox too. Users who want to use iCloud, however, must buy from the Mac App Store.

Franck

I saw that post but that did not work for me at first.

This app (for some unknown reasons) was not listed under "Purchases" on the App Store. It took over an hour to get it back listed in there and it is now working... Not too impress with Apple support here to say the least.

I would prefer to have a Licence key rather than going thru that whole mess again?

Talking about support, a public forum as only point of contact is ridicule more especially considering the nature of this app. So now the world over knows I am using this to store my secure data... I would love to keep that private.

Can this thread be deleted?

Franck

Hawkmoth: Thanks for pointing out that the Mac App store version of the App now works with Dropbox.

hawkmoth

One of the nice things about 1Password is that it really doesn't matter who knows that you are using it or who gets access to your encrypted data. As long as you have a strong master password, it isn't practical to break into your data.

It's worth reading this blog post, Toward Better Master Passwords. There you will see that it isn't even a problem to let the bad guys know what method you use to construct your password, if you follow certain rules.

Franck

Still, it should not be public knowledge if I don't want it to be.

And email and/or phone support for a paid for app should not be a luxury.

I have paid (a hefty price) for this app, then I paid for its update, and even paid for the iOS version... and the only support is a public forum -- as in (freemium) Open Source software. Just saying!

Apple was adamant it was an issue with the App developer which did not help. It was Apple fault and they have now fixed it but it took a lot of time and effort to get there...

Megan

Hi @Franck,

I would just like to apologize for the frustration here. At this time we are encouraging our users to come to the forums to ask their questions, as we are able to provide answers here more quickly than via email. We do still offer email support, but our inbox has been rather full since the launch of 1Password 5 for Mac and iOS, and the forums here allow us to help multiple users with one post (such as the 'Trial Expired' post at the top of the forum that @hawkmoth pointed you to). Additionally, we have some awesome community moderators (like Hawkmoth) who help out and ensure that people aren't waiting longer than they have to for answers.

I can assure you that our team is doing the best we can to get caught up on email just as soon as possible, but for now, if you're looking for an extra-quick resolution to the issue, you found the right place to ask your questions.

Franck

A forum is a good place to start -- having more options for support such as email, phone, online-chat... is always welcome more so with a (well) paid-for app. Again, I am just saying this for your own benefits. IMHO hiding contact info and just leaving community-driven forum as main line of support may not be good business wise and irritable to your customers...

The only place I found for support was here. There was no other choice. I am glad there is actually an email address for support which I could not find on your site.

Indeed, thanks to @hawkmoth and to you.

Megan

Hi @Franck,

Your feedback here is much appreciated. Since our email inbox has been overflowing, just a little, we've been de-emphasizing it to encourage users to come to the forums first, but I will share your thoughts with the rest of the team, we don't want to frustrate our users - we are here to help!

Have a great day, and do let us know if there's anything further we can do to help!

danco

I am wondering whether a sticky at the top of the forums with support email addresses (you use several depending on the type of issue) which includes a strong message that using the forums is quicker and more effective would be a good idea.

With other products, I often look to see if they have good support forums first (sometimes before buying) but would also like direct email access.

Phone access could be nice, but I suspect would need many more staff.

Megan

Hi @danco,

Thanks so much for the suggestion! We are still evaluating the best way to move forward here, and what you suggest might help. I'll pass it along. :)