Privacy Issue and Support email address unavailability
@JasperP @littlebobbytables
1. For whatever reason my paid v. 5.0.2 became trial again. I could not find the email address of the support team and requesting license number to my email address though ur website feature didn't help (might have registered for my other email).
2. This past support thread on this forum can serve as the prove that I had the paid version previously https://discussions.agilebits.com/discussion/comment/163388#Comment_163388 Actually, used it for close to 1 year, if i'm not mistaken.
3. Now i had to pay for the v. 5 again (not upgrade pricing, since couldn't find ur emails anywhere on the website to clarify this)
4. And i cannot change my username when i follow Edit Profile link after loggin in on this forum (signed up via FB login), which is a understandably an uncomfortable privacy issue, since ur forum is wide open to search engine crawlers.
Kindly assist me with BOTH of these issues (some sort of refund and enabling the change of username) by email, as they license numbers exchange on public forums is no go.
Love the product and huge fan, but this experience of having to pay twice and having no support channel for sensitive questions is inexplicable.
Thank you!
Comments
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@hawkmoth Yes, tried that. Maybe after i upgrated or smth I could not find the license file, so this post didn't help much. Requesting licenses by email for whatever reason didn't return anything either. And I did have the paid version for quite some time. Worst thing is that there is no email address to clarify those issues and i had to pay full price again. But thanks for trying to help.
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There is email support, but at the moment it is slower than the forums, so the AgileBits folks have been pushing traffic toward the forums, where one answer often serves several users. The post you linked to shows that your earlier version was purchased from AgileBits, and I am sure that in the end you will not be charged for a license that you didn't need.
If I were you, I would send an email message to support+licenses @ agilebits.com. Include the email you used to make your original purchase and any other relevant information you have about the transaction. Include a link to this thread. That will help the staff locate your records and resend your license. If you did not need to buy another license, I am also sure that they will issue a refund.
Your email message will be answered by an automated system. It might also help if you posted the ticket number on that message back here.
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Regarding your username. Please message me here on the forums with your desired username. As long as it isn't in use I can do that for you. Unfortunately the software doesn't allow you to do so but then from my own experiences I've not come across many that do - it's really rare.
Now as for your licence query. I've checked our records and I can find only two purchases for you. One was for Knox back in late 2014 and the other was for 1Password in early 2015. There was a bug with 1Password 4 where it offered a fairly generous trial period and it wasn't very vocal at letting you know when the trial period had finished. Now it might be you purchased 1Password from Apple's Mac App Store (MAS) or if you did purchase directly from us it was a combination of a different email address and a different name (possibly a typo) as I did search our records for your name as you submitted it on both of those purchases above.
If you purchased 1Password via Apple then it should appear in your Purchases tab of the App Store application. If it isn't then there is the possibility you've hidden the purchase by mistake so it's worth checking out this Apple KB, Hide and unhide purchases in the Mac App Store.
If you're positive you previously purchased 1Password from us then can you email us please at support+licenses@agilebits.com (as hawkmoth recommended) with a link to this thread and a list of all possible email address you could have used. You'll receive an automatic response with a ticket ID, if you were to post that ID here it will let us know that we've received your email but also allow us to quickly locate it.
As hawkmoth said, we've been struggling to answer emails in any timely manner after the explosion of support requests for 1Password 5. The forums are allowing us to answer people in a more timely fashion while we get a handle on it, partly because some users may find a solution that works for then before they've even found a need to create an account. Rest assured that any issue that turns out to be complicated or of a sensitive nature will of course be taken to email but we're hoping general queries will receive a more prompt response here.
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