I have been billed twice for my 1Password upgrade. How can get this sorted out?.

lucybird

I upgraded to 1Password5 on my Mac on July 18. I have two charges on my credit card, one on the 19th and one on the 21st. Doesn't one license cover all my devices: Mac, iPad and iPhone? If yes, how do I get the second charge reversed?

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1Password Version: 5.3.2
Extension Version: Not Provided
OS Version: 0sx 10.10.4
Sync Type: Drop Box
Referrer: forum-search:I have been billed twice for my 1Password upgrade. How can I get this sorted out?

danco

One license does not cover all your devices, as the license is per platform. So, in your case, a license for theMac, and a separate one for the iOS devices. The basic iOS license is free, with an in-app purchase for extra features.

It is possible that you were charged twice for a single license, and an AgileBits staff member will be along to look at their records and give you a refund if that has happened. If your email address on the forum is the same as the one you used for a purchase, they will be able to do this without needing further information, but if the addresses are different they will need to ask some questions.

Vee_AG

Hi @lucybird,

Thanks for upgrading to 1Password 5, and apologies for the double charge! I did find two purchases under your email address for a 1Password 5 for Mac upgrade license, on the 19th and 21st of July, as you described, and I have refunded the second one. You should see the funds back in your account within a few business days.

I've deactivated the second license and resent your current license info to you via email so that you'll know which one is valid going forward.

I'm curious about how this happened, in case there's anything we can do with the code in our store to prevent it from happening in the future. Did you (or someone else with access to your credit card) make this transaction twice manually, or did the second one just happen spontaneously two days later? We'll appreciate your feedback about this double charge. Thanks! :)

ref: 282712

lucybird

Thanks for doing this. To be honest, I don't know how I got the double charge. I vaguely remember that I wasn't sure I had done the download successfully so perhaps did it a second time and thus the second charge. No one else would have been able to do it.

A question re the license, though. I see the Key for version 3 but not for 5. What does "Apply your 1Password license mean"?

Thanks.

Vee_AG

Hi @lucybird,

1Password 3 used a license key, but 1Password 4 and 5 use a license file. In the license email, under 1Password 5 for Mac, you should see a link that says "Click here to apply your 1Password license." When you click that link (with 1Password 5 running and unlocked), it will open a page in your default browser which automatically downloads and applies your license file to 1Password. This should take it out of trial mode and unlock the full-featured app. Your license file will then be stored within 1Password in the Software Licenses category for future reference. :)