I need to speak with a Human

anneanna
anneanna
Community Member
in Mac

I just cannot find what I need on the forum or tutorials.
The logins don't work. It seems to be the url that is wrong.
Please email me or call. I am about to quit on this app and I am VERY frustrated at how much more complicated trying to get help turned out to be.

Comments

  • Ben
    Ben

    Hi @anneanna‌

    Living breathing human here; name is Ben. I'd be happy to help. Can you please tell me:

    • What version of 1Password you're working with
    • What version of Mac OS X you're using
    • What browser (and version of that browser) you have
    • What version of the 1Password extension do you have installed in that browser

    Also it would be very helpful to know what exactly you mean by "the logins don't work." Do you get an error message? What steps are you taking / what guides are you following, what are you expecting to happen, and what happens instead?

    Please let us know. The more information you can give us about the problem the more quickly we can help you get to the bottom of it.

    Thanks!

    Ben

  • anneanna
    anneanna
    Community Member

    What version of 1Password you're working with: 1Password 5 Version 5.0.2 (502007)
    What version of Mac OS X you're using: Yosemite 10.10.1
    What browser (and version of that browser) you have: Safari Version 8.0.2 (10600.2.5)
    What version of the 1Password extension do you have installed in that browser: I don't know. How do I look this up?

    Here is the message I get when I try double click my saved AA login:
    Invalid State Error
    Unfortunately, we are unable to continue due to one of the following:
    Too much time has elapsed between submitting entries
    Multiple browser windows have been opened
    Incorrect use of the browser's Back button
    Attempting to use expired bookmarked pages
    Any changes that were attempted may be lost. Please start over.

    Thank you for the help. I am usually Ok figuring things out and problem solving but this specific problem got to me.

    A lot of my saved logins do work. Some of them don't.

  • Stephen_C
    Stephen_C
    Community Member

    What version of the 1Password extension do you have installed in that browser: I don't know. How do I look this up?

    Open Safari on your Mac, go to Safari > Preferences > Extensions and check the 1P extension number there.

    Invalid State Error Unfortunately, we are unable to continue due to one of the following: Too much time has elapsed between submitting entries Multiple browser windows have been opened Incorrect use of the browser's Back button Attempting to use expired bookmarked pages Any changes that were attempted may be lost. Please start over.

    Those are errors generated by the site you are visiting, not by 1P. Perhaps you are not doing the right things to trigger 1P to fill in what you need. Have a look at this knowledge base article about using a saved login which will guide you through the way you use 1P to fill in a login for you and see if that helps.

    Stephen

  • Ben
    Ben

    Also please verify that the URL you have saved in 1Password for the site in question matches the URL of the site's login page. If the URL is wrong, that could explain the error being generated by the site.

  • Ben
    Ben

    Also please verify that the URL you have saved in 1Password for the site in question matches the URL of the site's login page. If the URL is wrong, that could explain the error being generated by the site.

  • anneanna
    anneanna
    Community Member

    This is just too complicated for me. It's not woking for me. The knowledge base articles isn't helping. The AA bug I reported is just one of many. It may just be a fantastic software but mot for me. There are too many glitches, and solving it isn't easy enough for me. I bough this so that things would be easy. Not to open a can a worm. Can I get reimbursed?

  • anneanna
    anneanna
    Community Member

    FYI: I tried changing the URL manually but couldn't figure out how. Ultimately it is just not working for me.

  • Megan
    Megan
    1Password Alumni

    Hi @anneanna,

    I'm so sorry that you're feeling frustrated here. Of course we'll honour our 30 day guarantee, but we'd love to help you get this working. I'd love to hear a bit more about where in the Knowledgebase articles you're getting tangled up. If we know where things stop making sense, we can start from there and move forward.

    If you're certain that 1Password is not for you, here are your options for refunds:

    If you purchased 1Password directly from us in the AgileBits webstore

    Please email your purchase details in to support+forums@agilebits.com and we'll see what we can do.

    If you purchased 1Password from the Mac App Store

    We can't process refunds ourselves for items sold on Apple's App Store. Apple maintains all control over transactions including refunds. You'll have to request the refund from them.

    You can request a refund for any app on the App Store by following this process:

    • Visit https://reportaproblem.apple.com
    • Sign In with your Apple ID.
    • Click “Report a Problem” on the app you wish to receive a refund on.
    • Choose “Problem is not listed here” and be sure to mention that you are asking for a refund because it doesn’t work as expected.

    I hope this helps. Again, if you would like to talk through 1Password a little bit more, we're happy to help!

This discussion has been closed.