Can't get on 1 password- license issue

Kathy Jones
Kathy Jones
Community Member
in Mac

The same password I have used for 9 months is not working. Went through support to get license resent. Emails says "Purchase Date: April 20, 2014" and then tells me to "Use the link below to download your 1Password license." That link is dead. Below it says to "No link? Link not working? View the complete installation steps." I reinstalled 1password and now it has my license but I STILL can't get on. Suggestions (I really need to get to my financial information in the next 24 hours or so).

Comments

  • Stephen_C
    Stephen_C
    Community Member

    The licence has nothing to do with the fact you "can't get on". Please tell us exactly what happens when you try to run 1P. Does it open and prompt for your master password and then reject it? If you try three times do you see the hint you no doubt set up when you first set up 1P? :)

    Please tell us in any event:

    1. what version of 1P you are using on your Mac (go to 1P > About 1Password and tell us exactly what it says there: you can do that even if you can't unlock 1P with your master password);
    2. whether you sync your 1P data between your Mac and and any other device, and whether you have recently changed your master password.

    Stephen

  • littlebobbytables
    littlebobbytables
    1Password Alumni

    Hi @Kathy Jones ,

    So part of the issue you're experiencing with the licence is for reasons unknown, gmail simply removes the second link that should be present in that email.

    Of much more concern is as Stephen_C also says, your inability to access your vault. Even with the trial expired message we do not refuse access to a user's vault because quite frankly that would be blackmail and that's awful for so many reasons. We do remove the ability to add new items etc. but you can still access and use your Login items to access your sites and services.

    So the question is, is 1Password experiencing issues in opening or are you finding it refuses to let you access your vault? The more you can tell us the faster (I hope) we can understand and solve for you.

    Whatever has happened, your information in the vault will not have been harmed because of a licensing issue, that much I can promise. Hopefully we can get you back on track soon.

This discussion has been closed.