Can't Replace License to Eliminate (Incorrect) Trial Expired Message [Resolved]

cvaughn15

I have now purchased two licenses and 1Password is not working. It started with the Trial Ended message in spite of my having a registered license. When I couldn't get rid of the Trial Ended message, I purchased another license. Still had same problem. In my Applications file where I need to save license, it is greyed out and I can't open it to add license. I also get a message that the wrong file is being opened and I can't find that wrong file to eliminate it. Need help!

Stephen_C

OK, let's start at the beginning and disentangle the muddle. :)

What versions of 1P do you have on your machine now? What versions did you buy and were they from the Mac App Store or direct from AgileBits?

Stephen

cvaughn15

Thanks! It is a mess. In my Application folder I these 1P files: 1P, 1P4, 1P5, 1P5.0.2.ZIP. Some are 'greyed' out and I can't open. I made my first purchase from the Mac App Store and the latest one was direct from AgileBits.

littlebobbytables

Hi @cvaughn15‌

You're not wrong, that is quite the jumble you have going on.

I'm assuming you're abbreviating those application names. I'd like you to drag the following from

/Applications/ to your Trash.

• 1Password.app
• 1Password 4.app
• 1Password-5.0.2.zip

This will leave 1Password 5.app

Now reboot your Mac. This is important.

This won't get rid of the Trial Expired message but I'm hoping it won't complain about files (if I've guessed the precise error messages you're seeing). The important part at this stage is if you open 1Password 5, do you see the contents of your vault? The MAS and Web Store version store their vaults in different locations but I think I've guessed the correct one for you.

If everything is good so far then what you want to do is submit your email address on this page (https://agilebits.com/licenses/resend) to have an email sent to you. That will contain links to your licence files. What you want to do is use the link for your family licence, the first one you purchased. If you're having troubles this page on Adding a license to 1Password should help you out.

If you have any questions or concerns before attempting any of this please post here. If it all goes well please do let us know here so we can then sort out that additional licence you've purchased.

cvaughn15

I did as you instructed, but didn't get too far. I moved 1P, 1P4, and 1P5.0.2.zip to Trash, rebooted, and tried to open the 1Password 5. I got this message: "We've got a problem. The system launched an incorrect version of 1Password mini. Instead of '/applications/1Password5.app/contents/loginitems', it started, '-/downloads/1Password5.app/contents/library/loginitems'. Please make sure you have only one copy of 1Password on your Mac." Then....it opens 1Password 5, and it will allow me to log into websites that are in my vault, but it will not allow me to edit them. When I try to Edit it gives me an error message, "Support 1Password Development and Buy Now......". When I attempt to Add License, it takes me to my Application folder where 1Password 5 is 'greyed out' and I am unable to open it to add my license.

Stephen_C

Drag 1P5 out of your downloads folder to the trash, empty the trash and reboot.

Stephen

thightower

It sounds as if you are clicking on the license file and the OS is taking you to a dialogue box asking for an app to open this type of file.

For a better understanding see this help topic on how to apply a llicense to 1Password

The license file is not saved in the applications folder. Your post on the issue said

In my Applications file where I need to save license, it is greyed out and I can't open it to add license

littlebobbytables

Hi @cvaughn15‌

Can I ask where we stand with your licensing troubles?

cvaughn15

I did as you instructed. I am now rid of the downloading the wrong file message after deleting the 1P5 file in the Downloads folder and rebooting as Stephen instructed. Problem still not fixed though. I can open my Vault and sign into websites where my passwords have been stored, but I am still getting the Trial Has Expired message and I am unable to Edit any of my passwords. I am getting the "Support 1Password Development and Buy Now" message, but I am either unable, or just don't understand how, or where, to add my License. Thanks again for your help.

cvaughn15

One more thing....I did say Applications folder in earlier note, but I meant Downloads folder. When I try to Add License, it takes me to the Downloads folder, but there is nothing there where I can add my license.

Megan

Hi @cvaughn15‌

Thanks for your patience as we work to sort this out. 1Password 5 does use a license file, which is why you're being taken to the /Downloads folder instead of being prompted to enter a license key. I looked in our back office records, and was able to find your license details under the email address attached to your forum account. I'm re-sending those details to you so that you can download your license file for 1Password 5.

I will note that it looks like you have an extra license of 1Password 5 on your account. If this license was purchased in error, please let me know - I'd be happy to refund that for you.

ref: 644064

cvaughn15

Thanks, Megan. I saw the license email that you sent before I saw this note. I downloaded the family license again, and now everything is working just fine! Yes, I did download that second license in error, and would very much appreciate a refund for that. You and the guys who have helped me have done an excellent job cleaning up my mess. I sincerely appreciate it.

Megan

Hi @cvaughn15‌

I'm so glad to hear that you're all sorted out - thanks for letting me know! I've gone ahead and refunded your extra license purchase, please let me know if you don't see the funds in your account in a reasonable amount of time.

If there's anything else that we can assist with, we're here for you! :)

cvaughn15

Thank you! :)

Megan

Hi @cvaughn15‌

Since this particular issue is resolved, I'll close this thread, but if you have any further questions or concerns, please don't hesitate to open a new thread, or email us directly at support+forum@agilebits.com - we're here for you. :)