Auto-upgrade to 5 failure. Lost license

Beamich
Beamich
Community Member
in Mac

Ok, so firstly I was prompted to upgrade to version 5 of 1password without any mention of the fact that the license wouldn't carry over. From a user experience perspective, kind of disappointing. Now on to the main problem, the app is telling me I bought it from the Agile bits store - which doesn't recognize my email address when I try to find my license - and now I can't confirm that I downloaded it from the Mac Store. So now all my devices and computers are set up with trials that have ended despite buying version 4 less then a year ago. I've stepped through ALL of the related help files and am getting no progress. Please help??

Cheers,

  • ben

Comments

  • Stephen_C
    Stephen_C
    Community Member

    Your post raises several issues. When you say "lost licence" do you mean you're getting the "trial expired" message referred to in this sticky at the top of the forum?

    So now all my devices and computers are set up with trials that have ended despite buying version 4 less then a year ago.

    The upgrade from 1P4 to 1P5 is free so you certainly shouldn't have this problem if you paid for 1P4 (note that the upgrade from 1P3 to 1P4 was not free). Further you certainly shouldn't be getting that message on any iOS device: are you?

    If you need to retrieve your AgileBits 1P4 licence and your email address is not recognised on the relevant page 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 1P4;
    3. the approximate date you bought 1P4;
    4. any email address you might have 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
    Megan
    1Password Alumni

    Hi Ben ( @Beamich ),

    I'm so sorry for the frustration here. I searched in our back office records for any license details under the email address attached to your forum account, but I was unable to find any. Please follow Stephen_C's instructions to get in touch with our team directly so that we can try to track this down!

This discussion has been closed.