Purchased 1password 4 from the Apple Store, 1password 5 is saying trial is over

Juliet

I purchased the v4 desktop app from the app store in 2013, which upgraded successfully. I recently switched laptops at work, and downloaded a new version (named 1Password 5) from your site but it must have been running on a trial which is now over.

I've gone back through my emails and have found the app store receipt, but when i log into the app store and look at my purchases, 1Password does not appear.

What should I do?
Thanks, Juliet

1Password app 5.2.3 from Agile Web Store

Drew_AG

Hi @Juliet,

I'm sorry you're having some trouble with that!

The version of 1Password available on our web site requires a license that can be purchased from the AgileBits Store. If you bought 1Password from the Mac App Store, licensing works differently because that purchase is associated with the Apple ID you used to make that purchase. In that case, what you need to do is reinstall 1Password from the Mac App Store.

It sounds like you tried that but don't see 1Password on the list of your purchased apps. Are you sure you're signed into the Mac App Store with the same Apple ID you used to purchase 1Password? If so, and if you don't see it in Purchases, it's possible you may have hidden that purchase at some point. You can find steps to unhide your purchases here: https://support.apple.com/en-us/HT202320

Does that help? Let us know how it goes, and if you're still having trouble, we'll continue from there. Thanks!

Juliet

Hi @Drew_AG ,

Thanks for getting back to me so quickly. I've gone back and checked the email address that I received my app store order confirmation, and then checked that Apple ID but I was looking in the correct account.

The app is not listed in my purchases, and I have not hidden any apps (thanks for the link, didn't know you could even do that.)

So this sounds like the error is completely in Apple's control rather than yours. Do I need to ask them for help instead?

Juliet

Drew_AG

Hi @Juliet,

Thanks for checking that. Is it at all possible that you bought the iOS version of 1Password 4 from the App Store on an iOS device, or from the iTunes Store on your Mac? The reason I ask is because the Mac and iOS apps are sold separately, so if you only bought the iOS version, that would explain why the Mac App Store doesn't show 1Password 4 for Mac as one of your purchases.

Does your email receipt from Apple happen to specify it it was the Mac or iOS app that you purchased? I think their more recent receipts make it clearer now, but back when you made your purchase it might have been vague. We'll be more than happy to take a look if you can email us a copy of that receipt to support+licenses@agilebits.com so we can hopefully clear up any confusion.

Now, assuming you did purchase the Mac version of 1Password from the Mac App Store, but it doesn't show up in the Purchases section, there are a couple options:

One option is that, if you send us your Mac App Store receipt for 1Password (which I mentioned above), we'll be happy to give you a license for the AgileBits Store version of 1Password 5 for Mac at no additional cost. You'll be able to transfer your data to that version, which should be easy. However, the AgileBits Store version doesn't have the iCloud sync option (I'm not sure if you use iCloud sync, so that may or may not make a difference).

The other option would be to contact Apple for help with not seeing your purchase in the Mac App Store. Unfortunately we don't have any control over Apple IDs or what purchases are associated with them, and we don't have access to any customers' purchase history in the Mac App Store. Apple is in full control of that, so hopefully they'll be able to help.

But like I said, we'll be happy to take a look at the email receipt if you send that to us, and maybe that will provide a clue about the problem. Thanks!

Juliet

Hi @Drew_AG ,

Thanks again for your help. I believe the email receipt is for the mac version as I have a separate email receipt stating it is for 1Password for iPhone, so I'll send it through to the address you gave. I sync using Dropbox so no problem about iCloud syncing.

Thanks again,
Juliet

Megan

Hi @Juliet,

I was unable to find an email from you in our system, but I took a look in our back office records, and I was able to locate a license for 1Password 5 under the email address you have in your forum profile. I'm re-sending the license details to you there.

The email you receive will include instructions on how to download your license file and apply it to 1Password. Please let me know if you have any questions!

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