Cannot add license. Have read instructions.
Please help me add my license. Not to tech savvy. I have read the instructions on how to add a license.
When I click the email saying "click here to automatically download your license" I get: Failed to open page. Safari Can't find the Server.
When I try to open the downloaded license from my download folder, I get: Safari can’t open the file “1Password 5” because no available application can open it.
If I drag it into a file folder it is greyed out.
If I drag it onto my desktop and open it, I get: The system launched an incorrect version of 1Password mini.
Instead of '~/Desktop/1Password 5.app/Contents/LoginItems' it started '/Applications/1Password 5.app/Contents/Library/LoginItems'.
Please make sure you have only one copy of 1Password on your Mac.
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Or maybe could I have a customer service phone number? Need help.
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Customer service is via the forums (first) and then by email. The AgileBits folk are active on the forums, so you will get a reply fairly quickly, but maybe other users will answer your question first.
Do make sure, as requested, that you only have one version of 1PW on your Mac. It seems that you have a version on the desktop. You should just have a version in the Applications folder. Move any others to the trash, empty the trash, and perhaps restart also.
It may be that the website was down for some reason or that your ISP was having trouble, so try the "click here to download license" again.
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Hi @humaleema,
As danco has stated, we do actively monitor the forums seven days a week. There are a few posts to get through so it can sometimes take us a little while to get to the newest ones (but we always do).
So like @danco, I would suggest ensuring you only keep one copy of the 1Password application. Yosemite has this odd bug where it toddles off and can find the wrong copy of 1Password mini which is actually pretty impressive given it's inside the application bundle and really shouldn't have to go search at all. The bug isn't in Mavericks so what can you do.
After that the other issue you're facing is one where you can't contact our server to download your licence - not fun and I do apologise. If this still hasn't resolved this by the time you read this response then what I would suggest is to try a reboot of your Mac. That will clear out a bunch of caches including the DNS one in case that is at fault.
Please do let us know how you get along. If needed we can escalate this but at the moment our fastest response times are often in the forums so it's a good place to start!
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How long should it take to get a reply from customer service? I posed the question 3 hours ago and still no response from customer service.
I just tried again on chrome and firefox to "click here to automatically download your license" and again got page not available, so that still isn't working.
I only have one version of 1 Password on my mac. I temporarily had two versions when I the downloaded license to my desktop to try to get it to open, but I have deleted that.
I am on the "download your 1 Password license webpage" and following the instructions, but not getting the results that are shown on the page.
I hope to get this resolved quickly. I know I'm just being dumb and not doing something obvious, but my tech skills are pretty limited. My 1Password is still working although it says trial expired. I need it to keep working since all my passwords are different and totally random....help!
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We were replying at the same time, but now I've read your response and will try your suggestions. Not exactly sure what "mini" is but I think I use that. Will try to figure it out...thanks for the reply
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I did a restart on my computer--twice with no change in results.
I uninstalled the mini extension from safari with no change in results.
When I look at my applications folder there is one icon for 1 Password.
I have tried different browsers, restarts, following the instructions online. Following advice here. No results. My applications still says Trial expired.
Will try another restart but at this point I've run out of ideas and will not be able to resolve this.
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Hi @humaleema,
I'm sorry you've been having such trouble with this! Hopefully the information from danco and littlebobbytables helps you, but in case it doesn't, I wanted to mention a few things that could be useful for you:
In your original message you said you tried to open the license file but got the error about launching the wrong version of mini. I suspect you actually downloaded another copy of 1Password 5 (which is called 1Password 5.app) instead of your license file. If the file on your Desktop is called 1Password 5.app, that's the application itself, and not the license file. You can delete that app from your Desktop, and use the one already installed in Applications (that should solve the error message).
As for what 1Password mini is, that's the name for a component of 1Password on your Mac. It's represented by the 1Password icon in the menu bar at the top of your screen.
Even if 1Password says "Trial Expired", it won't lock you out of your data, so you don't need to worry about that. If the trial is expired, you won't be able to add more than 20 total items to 1Password, but you'll still have access to all the items you've already added. Once you add your license file, 1Password will be fully activated.
If you're on the Download 1Password License File site, that's good! Normally, you should be able to click on the big blue Download License File button, and that will download a file to your Downloads folder (assuming you haven't changed the location for downloaded files in your browser). What happens when you click that button? The download should be very fast, so if it doesn't seem like anything happens, it's possible that the download already completed.
The name of that file should start with your name, include a bunch of letters and numbers in the middle, and end with ".onepassword-license". Its icon should be a gold version of the 1Password app icon. Are you able to find that in your Downloads folder, or in the location where your browser downloads files? If so, simply open the main 1Password 5 app, go to the menu for 1Password 5 > License, then click the Add License button. You'll be prompted to select the license file you downloaded. Once you do that, you should be all set.
Does that help at all? Please let us know if you still need some help with that.
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Yes!! Problem solved!! What I was doing was repeatedly downloading the application thinking I was downloading my license! I'm so dumb!! I now have actually downloaded the license and have added it to my application. Thank you!!
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You're very welcome @humaleema! No need to feel dumb at all, this is actually a fairly common misunderstanding. :)
I'm glad that's solved for you now. If you need anything else, just let us know - we're here for you!
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