Account "error"

juliethaler
juliethaler
Community Member
in Mac

My account had an "error" when I tried to update it and got deleted. I don't want to have to repay for the app. What do I do now?

Comments

  • Stephen_C
    Stephen_C
    Community Member

    Please explain exactly what you mean so that we can help you. We need to know exactly what you did and the precise error message.

    For example, do you mean you updated 1P and it no longer runs? How did it "get deleted"? What version of 1P were you running?

    Stephen

  • littlebobbytables
    littlebobbytables
    1Password Alumni

    Hi @juliethaler

    Whatever happens you shouldn't need to pay for 1Password again unless you're upgrading from an older version to one where we've asked 1Password users to pay again. The last time that happened though was between 1Password 3 and 1Password 4.

    Now on occasion the 1Password application can become damaged when updating but that only affects the actual application. When this happens the following usually resolves this. Just to add, these instructions are for 1Password 4/5 and wouldn't apply to 1Password 3.

    1. Quit both 1Password and 1Password mini. You can do this with the keyboard shortcut ⌃⌘Q when 1Password is open (it doesn't have to be unlocked).
    2. Drag the 1Password application from your /Applications/ folder to the Trash. Please don't use an app cleaner.
    3. Reboot your Mac.
    4. Download 1Password again from the same place you purchased it. So via Apple's App Store application if you're a MAS user and from our AgileBits Download page if you're an Agile Web Store (AWS) customer.

    If this isn't the case please do let us know!

  • juliethaler
    juliethaler
    Community Member

    Thank you both so much for your response to my problem. I think I've got it fixed now. There was a message that the install was seemingly interminably "paused," then an "error" message appeared, which instructed me to delete the app and then reinstall it. I was concerned that I was going to lose all my saved passwords and would have to pay for the app again, but I trashed the app as instructed. Today, when I went back to my apps, it (the upgrade?) was waiting there ready for me to install; which I did successfully (I think :-)). So let's see what happens as I learn how this app works. Thanks again for your help!

  • littlebobbytables
    littlebobbytables
    1Password Alumni

    Hi @juliethaler,

    I'm glad the scare seems to be over and that you're up and running again :smile:

    Once of the aspects of Mac that I really like is how most applications are self-contained bundles and that your/our data files are separate to this bundle. It makes removing and re-instaling very easy. The one thing that can throw a spanner in the works are app cleaners. We sadly do have instances where they've removed a user's vault as the user hasn't realised where it was stored and I assume believes they're only deleting some un-required support files.

    If you have any further questions or issues please don't hesitate to ask :smile:

This discussion has been closed.