I purchased 1password 5 but it no longer recognizes me after the software update!

shantimarisa
shantimarisa
Community Member
in Mac

I spent more money on this app than I ever have before for this, and when I upgraded the app, I no longer am recognized on my computer. So I found info on your discussion group that said to move it to my trash, empty the trash, reboot and then reload the software. But when I go to the app store to reload, it's trying to charge me again, as if I had never paid! And I couldn't even get into the discussion page because it wasn't recognizing my account, so I had to create a new account just to post this message! I have the receipt for my purchase. Help! I use the software several times per day. What happened to my account? I wish there was someone I could just call! Please reply asap! Thank you.

Comments

  • MikeT
    MikeT
    edited February 2015

    Hi @shantimarisa,

    I checked your email address, you bought 1Password at our web store, not Apple's Mac App Store. That's why it doesn't recognize your purchase, you can only download 1Password at our website.

    Please do this to resolve your issue:

    1. Move the 1Password 5.app file in your Applications folder to your Trash
    2. Make sure not to allow any app cleaning tools to clean up after 1Password. Only the .app file should be in the Trash. Now, empty the trash
    3. Reboot your Mac and download the latest copy of 1Password here: http://agilebits.com/downloads
    4. Extract the downloaded file and move the new 1Password 5.app file to your Applications folder and open, it should now work properly.

    I hope this helps, please let me know.

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