1P5 not updating passwords

ag_kevin

Hi @sasha,

I'm sorry you didn't get the support you required. I think it may have been missed because your post is a reply in the middle of a long thread helping another customer with a related, but still different issue. Can you start a new post with your request? I promise you will get a reply.

dlm67

I went to the Mac App Store to download the "1 Password" version and it says the app is not available (in my country: USA). Now what? I think it is time that Agile Bits starts to get this right: First, you should have alerted all your subscribers/customers that there would be/is a conflict between the previous version and the new version before we had to waste untold hours setting and resetting new passwords as well as going back and forth with Agile Bits. Now, after all of the back and forth, telling me how easy it is to download the new version (at no extra charge for the stated $49.95), I can't even get that. So ... I am still having issues with passwords.

dlm67

And devices are still not syncing.

chrisdj

Hi @dlm67, I sent you a private message to get you some additional help.

dlm67

Thank you for offering to solve this issue; however, for the benefit of anyone else viewing these threads, please address the problem of being unable to download 1Password because it is not available in the U.S.

chrisdj

@dlm67 The download is certainly available in the US. My guess is it is either a glitch with the App Store servers that should resolve itself shortly, or, I have also seen this happen if one's Apple ID was set for one country at the time of purchase and then the person, say, moved to another country and changed their billing info to that country. The Apple ID system is very finicky in that case, and we have no way to check that out, as only Apple has access to the Apple ID system.

Those are my two guesses as to what the cause may be. If it comes down to being an issue with the Apple ID, the one-on-one help I offered in the private message is the best avenue for resolution.

dlm67

Chris, this is becoming way to complex. If there is a glitch in Apple's App store then Agile Bits has to clear this up. The burden should not be put on the customers who are following the advice of Agile Bits team on this discussion board. I haven't moved and my Apple ID and billing are secure.

dlm67

1 Password (new version) had now reappeared in the App Store without the "Not Available in your country" warning. However, there is no "Install" button, just a new price of $49.99, and I refuse to pay twice for this app.

chrisdj

@dlm67 If the Install button has changed to a price, then that is very interesting. Folks who own an app from the Mac App Store should never see a price on the purchased app again, as it should read Install if the app is not installed, and Open if the app is installed.

The only way it could go back to a price is if you were signed out of the Mac App Store from the Apple ID used at purchase, or had at some point requested Apple to refund the purchase.

I still think it is best for you to get in touch with us one-on-one for help here, as I asked in my private message to you, and we can always post a follow-up here with the solution for the sake of posterity for others that may have a similar issue in the future.

dlm67

I will contact you, but what you are saying is not what I am seeing on the App Store. My ID is the same and I have never asked for a refund. But ... have you checked with Apple directly? Have you made it clear with Apple that your customers are not able to download the new version after purchasing the previous version? What has Agile Bits done to verify everything that you are telling me?

dlm67

And since I have version 5.1, why isn't it 1 Password? Instead I have 1 Password 5. I don't see how any of this should be up to your customers and not completely your responsibility.

chrisdj

@dlm67 We haven't seen any widespread reports of people not being able to download (or even re-download) the Mac App Store version. Yours appears to be an isolated case, which we want to have more information about why it may be happening. If we were to contact Apple, they would want some steps to be able to reproduce the issue.

We'll have a much better idea of what is going on once we get a look at your specific situation on a remote call.

I don't see how any of this should be up to your customers and not completely your responsibility.

We're taking responsibility by trying to gather the information we need in order to help. But we rely on you helping us a bit to help you. We can't resolve something like this blindly. The sooner you get in touch with us, the sooner we can get someone working directly with you to see what you are seeing first-hand, and the sooner we can solve the issue.

danco

Note that this thread is in the 1PW for iOS forum.

But the price of $49.99 indicates that you are looking at 1PW for Mac.

Perhaps just a glitch by you or the Agile people (who, I think, split this thread off from another).

But best to confirm that you are trying to get 1PW for Mac.

dlm67

I looked in the Mac App Store and iTunes store for Mac. No glitch on my part. There is no indication by Apple that this upgrade can be dowloaded for free. What is clear throughout this discussion is that nothing is clear. Even getting your purchase history has to be done through the Mac App Store in iCloud and not iTunes store from the Mac because it provides limited information. Agile Bits should be providing a clear link to this upgrade purchase, if it exists. I haven't made a personal connection with a team member yet because I don't know what country or time zone I'll be dealing with and I can't sit around by the phone.

ag_kevin

Hi @dlm67 ,

Unfortunately, while we would love to be able to determine your purchase history for you, AgileBits can not provide App Store purchase history. Apple does provide lists of customers who purchased the app, so there's no way for us to show it other than telling you to check for purchases in the App Store.

FYI, we mentioned it should be downloadable for free because you said it appeared under the Purchases tab. Go to the Apple menu on your Mac and choose App Store. Then click on the Purchases icon at the top. Is this where you saw it? If so, then click the Install button there. There should be no price in the button in the Purchases list, only a button to install it. If you don't see it there, then mention this when you make the personal connection to our support staff.

To help clear this up:

1. Mac App Store apps appear in the App Store app that you launch from the Apple menu.
2. iPhone and iPad apps appear in the iTunes App Store.
3. Mac apps never appear in iTunes App Store, and iOS apps never appear in the App Store app launched from the Apple menu.

If that doesn't help, the best thing to do at this point is to make the personal connection that @chrisdj sent to you. AgileBits has support staff in the USA and can usually accommodate your schedule. You can schedule it in your time zone.

dlm67

After all of this back and forth, after going through iTunes to purchases, then Mac App Store, and finally to App Store under the Apple logo in the upper left corner of the computer, you have provided the specific information that was necessary. I was able to find the "install" button and install the new 1Password version (5.1). So let's see how it works. However, Agile Bits, as I said before, should have alerted all the customers who use 1P to the possible conflict and been much more clear about where to go to locate the install button, as there are three options, and how to do it. !P is a great product and I believe all the team members and volunteers are sincere in their efforts to help. But the way you have your help structured is way too time consuming on the part of the customer because there are too many ways to view and access the "App Store" that don't give the necessary information or access. Thank you, in spite of it all.

ag_kevin

That's excellent feedback. Sometimes it's easy for us to make assumptions too. I'll pass your feedback on to the other support staff.

To help in the future, remember that there are two App Stores - one for Mac, and one for iOS. The Mac one is accessible in the Apple menu. The iOS one in iTunes.

Cheers!