iPad is running 1Password pro, but iPhone won't restore purchase

Erukian

I had to wipe my iPhone to troubleshoot issues w/ my iCloud/Apple ID back in February with Applecare instructing me to set up the iPhone as a new device. I sent two emails to support.at.agilebits.com about restoring my purchase not working and never received a response.

When I purchased 1password for iOS I had it installed on my iPad and iPhone, now my iPad is running it fine w/ the premium features, but the iPhone refuses to restore the purchase.

I'm now turning to anyone in here because the support email for agilebits has been a black hole and I thought maybe they were busy? But now i'm thinking nobody checks that email account.

Any help getting the pro version back on my iPhone without me having to repurchase the software 2x for the same device would be MUCH appreciated.

Thanks,
Joe

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1Password Version: 5.4.2
Extension Version: 4.3.1
OS Version: 10.10.3
Sync Type: Dropbox

hawkmoth

AgileBits folks do check their email, but these forums are the quickest way to get support.

In this case, I suspect you are using a different AppleID on the iPhone than you used when you used the in-app purchase to activate the Pro features. They should restore without issue, so long as you are using the same AppleID that was used to make the buy. Could you check that to be sure? It's really easy to set up a new AppleID when you set up a phone as a new device. Apple practically makes you do so.

Now, if you are sure the AppleID is the same, AgileBits likely won't be able to help you. They receive no information from Apple about purchases of their products, and they can't provide any intervention in Apple's app stores.

Ben

Hi @Erukian,

Sorry to hear about the trouble. I see you sent us two emails, and the latest thing I see in the conversation is a reply from @Eva. Perhaps that got caught in a spam filter somewhere along the way?

In addition to what hawkmoth said, which is a great start, the app has to be installed while logged into the Apple ID that purchased the in-app Pro features purchase. If you were logged into a different Apple ID when you installed the app, it would need to be uninstalled and reinstalled in order to enable the restoration of the IAP.

Please note that uninstalling the app also removes all data inside it, so if it comes to that please be sure to make a backup first:

https://support.1password.com/ios-itunes-backups/

Thanks!

Ben

ref: RUI-83659-845

Erukian

Seems like I'm out of luck then. I only have one Apple ID and it won't restore the purchase on a fresh install. :(

danco

You can, of course, contact Apple to see if they can solve it. In fact, unless anybody can come up with further suggestions, that's all you can do. But making a new purchase may be less trouble than dealing with Apple on this.

Ben

Thanks for the update, @Erukian. As danco mentioned Apple may be your best resource at this point in that case. All iOS app purchases are handled by Apple's App Store, and only they have access to purchase records etc to further troubleshoot issues like this. Unfortunately they do not share individual purchase details with developers such as ourselves.

Please do let us know how it turns out.