Locked out all day: 'Trial expired' message after 3 months (have already purchased upgrade)

laveys

Hi

I upgraded from 1password 3 to 4 to 5 over the years (Upgraded to 1Password 5 in October 2014). After 3 months, all of a sudden this morning, it gives me an error saying that my trial has expired. I've gone to the https://agilebits.com/license_card/resend but it only resends me the license key (for 1password 3) instead of the license FILE that I appear to need.

The closed message on the support forums relating to 'trial expired' does not solve this issue.

Help!

hawkmoth

You shouldn't be literally locked out. Even with an expired installation, you have access to your existing records. You just can't add new ones or edit. So while this gets figured out, at least you can rest easy about your existing data.

Just checking to see if you are using a Gmail address. Apparently Gmail strips out a link you need to download the license file. But I also recall that there are additional directions in that email about how to download the license file if the link doesn't work. Is any of that in your message? I also have read that some installations of version 4 had a bug that caused it not to nag users to register and allowed unregistered users to continue using it. Some of those users thought they had paid for version 4, but had forgotten that they hadn't done so. In your case, though, you say you upgraded to version 5 last October, which means you should be long past the 30-day free trial that should have triggered the notice to get a license in November.

I'm sure someone from AgileBits will be along with a suggestion about what you should do now. One thing I am sure you could do is send email to support+licenses @ agile bits.com. Include the email address you used to obtain your license, your full name as you gave it when you made the transaction, and any other relevant information. Include a link to this thread. You should receive an automated reply with a case number. When you have that, post the case number back here so staff can connect the parts of your case.

laveys

Thanks for the response - you're right - I can read but can't write.
The email just notes the license key for "1Password 3 for Mac" and no mention of the license file. I've got the receipt for the upgrades should support not be able to find them. I am on Gmail but don't think that's causing the issue with not being able to download the license file in this case.

It's odd that this should happen out of the blue.

I've done as suggested and support ID is [#PXC-16252-462] (For AgileBits staff)

Thank again

thightower

@laveys‌

Gmail has been stripping some of the links. There should be a link on the email for "view complete installation instructions" (or similar wording). Click that and it will take you to a web page with the ability to download the file.

laveys

Gmail is not the problem. In the email it says "If you have any troubles viewing this email, you can view it here" which takes me to the agilebits site showing me the original message and the original message doesn't have anything saying "view complete installation instructions"

• I've purchased upgrades from 1Password 3 to 1Password4 and then to 1Password 5; However when I request the license file it only sends me an email with the original 1Password3 license key (not license file) and no links to get the license file.
• It came up with the trial expired message out of the blue about 3 months after I'd last upgraded.
• Gmail removing links is not the problem

Thanks for your suggestions.

laveys

Resolved - Support privately emailed me a link to download the license file.
"There was actually a bug in the previous versions of 1Password where in certain cases an unregistered copy would not expire - this has since been fixed, which is why you are seeing this message now."

littlebobbytables

Hi @laveys‌ I'm glad to hear we've got this resolved. The answers you've received are still valid reasons for some as in many instances it turns out gmail has been stripping links from our emails (thus causing confusion). As this is all sorted now I'm going to close this thread. If you have any other questions or issues though please do post and we'll do our best to assist :smile: