Trial expired...but I bought it!

Ed

Hello.
I bought 1password5 from you more than a month ago but now it says trial expired. WTF?
Here's the details:

20 Nov 14 AGILEBITS CA 24.99 VISAXR 1.55895 CD 2427 DEB 16.03 19,625.3

Ben

Hi @Ed‌

Please see this thread at the top of the forum:

• https://discussions.agilebits.com/discussion/31603/trial-expired-notice-in-1password-5-for-mac#latest

Thanks!

Ed

thanks b. I tried that, but didn't get a hit.
What did I pay for?

hawkmoth

Can you explain what you mean by "didn't get a hit?" The post @bwoodruff‌ referred you to tells users that if they are getting an expired notice after they purchased their copy, they should really the license file. The directions for that were in the email that came right after your purchase.

Anyway, I'm confused.

littlebobbytables

Hi @Ed‌

The first thing we need to do is determine where you purchased 1Password from.

If you open the App Store application on your Mac and you switch to the Purchases tab do you see 1Password in your purchases history? If you don't it might be prudent to check and see if you have hidden the purchase. You can do this guided by this Apple KB page, Hide and unhide purchases in the Mac App Store.

If you didn't purchase from there then as long as you have indeed purchased a licence for the Mac platform (please be aware that licences are per platform, purchasing 1Password for iOS doesn't cover you for OS X). What I can say is you didn't purchase a licence using the email address you have registered here in the forums. You can use our AgileBits Support page to submit your email address and have a copy of all of your licences resent to you.

If you did indeed purchase from us then this page on Adding a license to 1Password is probably your next step.

Please do let us know how you get along.

Ed

thanks but I've been through all this already. I paid you directly in November, and received some support/introductory emails, but now it says trial expired. When I ask for my license to be emailed to me, then all I get is a historical one (1password 3). So what did I pay for? Did I buy the wrong product? But then I'd have at least one license. I may have used a different email address, but I've tried the ones I know and I don't get any response. What next?
I can PM you bank details or email addresses if that helps.
Thanks.

Stephen_C

@Ed‌ I suggest you send an email to support+licenses @ agilebits.com with the following information:

1. your full name;
2. your full address as at the time you bought 1P5;
3. the approximate date you bought 1P5;
4. the email address you used when you bought;
5. a link to this thread.

You will get an automatic response with a ticket number. Post that ticket number in this thread which will enable AgileBits to connect the two and will speed up resolution of your difficulties.

Stephen

Megan

Hi @Ed,

I'm sorry for the frustration here.

So what did I pay for? Did I buy the wrong product?

We'd be happy to figure out what's going on here, but we'll need a bit more detail. Please follow Stephen_C's suggestion above and send us an email. If you happen to have those introductory emails you mention, feel free to copy those when you email in, they may help us track down your license details.

Ed

Thanks Megan I emailed on 14th Jan ref number #KQU-54246-979
Any luck?

Ben

Hi @Ed‌

I've resent your license along with instructions on how to apply it. I've also replied to your email. Thanks!