Upgrade problems...again

gcorm

I just was forced to pay for another upgrade to 1 password version 5...I am running Yosemite on my Mac.
I have downloaded 1 Password 5 but it will not open...says there is a problem...I have reinstalled the app twice...I have run software updates on my OS...I have restarted my computer....nothing is working.
Please help

Stephen_C

I just was forced to pay for another upgrade to 1 password version 5.

Please explain that more fully. I can assure you it has nothing to do with this:

I have downloaded 1 Password 5 but it will not open...says there is a problem.

Although you say you have reinstalled twice please try following this exact procedure:

1. Drag the 1P app to the trash (don't use any app cleaner tool, which is likely to try to delete files you need to keep).
2. Empty the trash and reboot.
3. Re-download and re-install 1P.

That should solve your problem.

As to paying twice, from where did you download 1P: the Mac App Store or from the AgileBits store? If from the former you have to take up the issue with Apple because AgileBits has no access to the Mac App Store records. If you downloaded from the AgileBits store and mistakenly paid twice I'm sure you'll find AgileBits will refund you.

Stephen

littlebobbytables

Hi @gcorm,

Stephen_C's steps should resolve your issue regarding the update having failed to fully install. It took a while to figure out what was causing this but the developers believe they've identified the cause and are working on the changes to stop this in the future.

I did try searching our records for the email address you use here in the forums but the search results returned nothing. If you've indeed made a second purchase when you were already licensed we will work with you to undo that but we'll need to determine where you've purchased 1Password (again as Stephen_C has said).

Do keep us informed as well as telling us where you've purchased 1Password from.