Locked out of 1PW [Resolved]
I can no longer edit my cc information in 1PW. I contacted Apple/iTunes store where I purchased a full working version of 1Password. They told me "After checking, I have confirmed that the app was updated on November 5, 2014 and this is why you were prompted to purchase it again. I’m sorry for any inconvenience this has caused you." and "As mentioned in the Terms and Conditions, Apple cannot be liable when an item that you previously purchased is removed from the App Store."
I cannot access my license information, nor do I wish to re-purchase the software, for at $49.99, it should include future version updates
My original full price purchase was 12/21/12, Order# MGZDQF1VQ Invoice 193043603694 for $49.99 in the iTunes Store.
Can you help me...
doctorharrison
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As follow-up, Agilebits does not recognize my email as the purchase was made thru the App Store; Apple says it cannot help, the Get Info says Trial Version expired when this was clearly a purchased product at $49.99. Please allow me to redownload this or give me a lic # for my purchased product. Apple is of no help whatsoever.
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Something doesn't sound right here at all.
Regardless of where you purchased 1Password, either direct from us or via Apple's MAS you have a perpetual licence to run that version. If we released a new version in Apple's MAS that you had to purchase the old one would be removed from the store but even then it would still appear in your Purchases and you could download and use it as long as it still worked on whatever version of OS X you had.
Now it is possible to download 1Password from us and run 1Password in a trial mode. At the end of this trial you can continue to access your vault but it would be in a read only state. If you like the software it encourages you to consider purchasing it without being dicks and withholding access (we have no intention of holding your information to ransom). If I didn't know better it sounds like you're running the Agile Web Store version.
Now the problem is the licence you purchase allows you to run from a single source. If you buy from Apple's MAS you need to run the version you download from there as the purchase is tied to your Apple ID. Conversely a licence purchased from us doesn't allow you to download the MAS version because the two stores are completely separate and Apple don't have any features along this line.
So what I'd like you to do is a couple of checks for me please. Do you have more than one copy of 1Password on your system and what are any version(s) titled? Options include:
- 1Password.app
- 1Password 4.app
- 1Password 5.app
If you have more than one copy what does 1Password say when you launch it and go to 1Password > About 1Password. Under the version number it will say either Mac App Store or Agile Web Store. If you're running the wrong one we can help you get back on track.
Post back here and we'll continue the troubleshooting :smile:
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Hi
I have only Version 5.0.2
In my Applications Folder, there is only 1Password 5.app
Under About1Password, it says Agile Web Store0 -
But in the App Store/Purchases, it says I purchased this for $49.99
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any yet, Apple said it was no longer available (Post above, 8:26). Apple won't let me re-download it, will you?
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Well I can explain the Trial Expired message. You're running the Web Store version which you must have downloaded from us at some point in the past. However if you purchased from the Mac App Store then your 'licence' is tied to your Apple ID and only works with the copy downloaded from Apple. It also explains why we don't recognise your email address as Apple don't share any details with us.
What I can't understand is why Apple are asking you to purchase again.
It sounds like you have an email receipt given what you said in the first post. What I'm having difficulty visualising is the Purchases tab in the App Store on your Mac. For me the list contains a row per purchase, the date is was purchased and then a button. The buttons say either OPEN, DOWNLOAD or INSTALL.
So can you describe what it shows for you against 1Password - Password Manager and Secure Wallet or better yet a screenshot?
Since we first sold 1Password through the MAS we've never sold a version that required re-purchasing, so no matter when you purchased it you should still be eligible to download it to as many computers as you have connected to your Apple ID. It should apply even if we stopped offering a product.
Something definitely isn't quite right but hopefully we'll get to the bottom of it.
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Fixed it, I think. When I logged in to my App Store Account/Purchases screen, I saw a section entitled Manage Hidden apps (never previously noted). That allowed me to show and then re-download 1Password. Upon opening it works! The question I have for you is now in Applications, I have two versions: the recently downloaded 1Password.app and the previous problem-child 1Password 5.app Can I delete (I use Clean My Mac uninstaller) the problem-child or will that wipe out all of my previously entered information?
At least now I have a open and functioning version of 1Password, thanks to you. In advance, thank you.
I look forward to your response…
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You can delete the 1Password 5.app but don't under any circumstances use anything like Clean My Mac. Just drag the app file to the trash. Any app cleaner tool is likely to remove files you need to retain.
Stephen
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It won't let me... When I drag it from the Applications folder to the Trash Bin or Command-Delete it, it reappears in my Applications folder list again. Thoughts?
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Run it, then close it using ctrl + cmd + q (which will close 1P mini as well) and then see if you can delete it. If it still gives a problem run the other one and close that in the same way and then drag the 1Password 5.app to the trash.
Stephen
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Did as instructed, opened and quit, sequentially. Did not work. So, then I thought why not restart my computer… It worked fine at that point. Deleted. Thanks to you and if you would extend my thanks to llittlebobbytables as well. I'm all set, you can close this thread...
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I'm so glad to hear that @littlebobbytables and @Stephen_C were able to get things all straightened out for you - thanks for letting us know!
Since this 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. :)
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