Why do I get the message "trial expired" in spite of having paid?

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Maitree
Maitree
Community Member

Why do I get the message "trial expired" in spite of having paid?


1Password Version: 5.3.2
Extension Version: Not Provided
OS Version: 10.10.3
Sync Type: dropbox

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  • danco
    danco
    Volunteer Moderator
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    Usually because you have paid for the license but not applied it.

    Go to https://agilebits.com/support ask for the license to be re-sent to you, and double-click the link. That should get you licensed.

  • repofnowhere
    repofnowhere
    Community Member
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    To whom it may concern, I am very frustrated. I requested my purchased license from agilebits. I am running 1password5 for mac.
    I recieve a mail with username and license. Note! this is not a file! so when I go to the license menu to input license i am promted to select a file from my drive????? which i have nothing for.... there is no way to copy and paste the license send to me... I'm sorry this entire process is completely conter intuitive and totally frustrating!!!! please help!!!

  • repofnowhere
    repofnowhere
    Community Member
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    ok let me get this straight... So despite having purchased a license for 1password3, now that I have updated to 1password5... my license is no longer valid? If that's how your service works then count me out, because that's insane! If I'm getting this all wrong... then you need to work a little hard to make this whole process more clear people like myself. I'm super confused, and fed up!

  • danco
    danco
    Volunteer Moderator
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    Why would you expect a licence for version 3 of a product to be valid for version 5?

    That's just not how licenses for programs work. Standard procedure is for major version upgrades to require an upgrade price, though this is not always required. For 1PW, the upgrade from 3 to 4 was charged for, but 4 to 5 is free.

    I've got lots of programs that I have not upgraded to the latest version, because the old versions still work well enough and I don't feel like paying the upgrade cost. I expect I will have to upgrade some of them when I move to OS 10.11.

    For 1PW, you can always go back to version 3, it's available in the legacy section at the bottom of the downloads page. It still works, but has some limitations.

  • gn1
    gn1
    Community Member
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    So here we have another person who is in the same position as me. Clearly there has been a problem with your software and the way it handles upgrades.

    Being patronising about the way you buy software is not helping and is not good customer service either.

    discussions.agilebits.com/discussion/42807/trial-period#latest

  • danco
    danco
    Volunteer Moderator
    edited June 2015
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    As mentioned the thread to which you refer, @gn1, I am just a volunteer, trying to help. I would agree with you about customer service were I an AgileBits employee.

  • Vee_AG
    Vee_AG
    1Password Alumni
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    Hi @repofnowhere,

    I apologize for the frustration you've experienced with our upgrade process. I'll be happy to clarify a bit here, to add to the information danco provided.

    Your license for 1Password 3 for Mac will never expire and can always be used to register 1Password 3 on all your Macs. You can download 1Password 3 near the bottom of this page, and it can be used on OS X 10.10 Yosemite, though it is not the version that we designed for Yosemite.

    I see that you did buy an upgrade license for 1Password 5 for Mac today. Thank you for your purchase! Hopefully you were able to apply your new license by clicking the link in your receipt email that says "Click here to apply your 1Password license."

    Again, we apologize for the frustration or confusion you had regarding this process. Please let us know if there's anything else we can do to help clarify our licensing policies or to just generally help you get the most out of 1Password 5 for Mac. We appreciate your business!

This discussion has been closed.