Pro features can not be enabled on third device

ShaUri
ShaUri
Community Member
in iOS

On my iPhone the Pro features are enabled same on my iPad2 - but but not on my iPad Air. Deleting and re-Install of 1Password have been unsucessful. iTunes Account is correct. What to do?

1Password Version: 5.4.3
Extension Version: Not Provided
OS Version: 8.4.1
Sync Type: n/a
Referrer: kb:pro-features-faq, ug:ios/pro-features, kb:pro-features-faq

Comments

  • Ben
    Ben

    Hi @ShaUri,

    Sorry to hear about the trouble. What happens when you try to enable the Pro features?

    Thanks.

    Ben

  • ShaUri
    ShaUri
    Community Member

    Hi Ben,
    It tells me that perhaps the wrong account is used to activate. But it is not.

    v/r
    ShaUri

  • Ben
    Ben

    Hi @ShaUri,

    I'd like to ask you to create a Diagnostics Report from each your iPhone and iPad Air:

    https://support.1password.com/diagnostics/ios.html

    Attach the Diagnostics Reports to an email message addressed to support+forum@agilebits.com.

    Please do not post your Diagnostics Reports in the forums, but please do include a link to this thread in your email, along with your forum handle so that we can "connect the dots" when we see your Diagnostics Reports in our inbox.

    You should receive an automated reply from our BitBot assistant for each email you send with a Support ID number. Please post those numbers here so we can track down the reports and ensure that the issue is dealt with quickly. :)

    Once we see the reports we should be able to better assist you. Thanks very much!

    Ben

  • ShaUri
    ShaUri
    Community Member

    Hi Ben,
    Thanks fort the response. The Diag reports are submitted.
    ID is XSX-71973-934.

    ShaUri

  • Ben
    Ben

    Thanks! I've received the reports and we'll be back with you via email shortly. :)

    Ben

  • ShaUri
    ShaUri
    Community Member

    Hi Ben,

    great! Your solution has solved the issue. Thanks for the great support und have a nice day.
    ShaUri :)

  • Ben
    Ben

    Excellent. Thanks for the update! Glad to hear that worked. For anyone else reading: the issue is that you have to be logged into the Apple ID that has the Pro purchase when you install 1Password. You cannot install 1Password from one Apple ID, change Apple IDs, and then restore the Pro features purchase from the second ID... Unfortunately it doesn't work like that.

    The solution is to backup your data ( https://support.1password.com/ios-itunes-backups/ ), uninstall 1Password, make sure you are logged into the correct Apple ID, install 1Password, restore the Pro purchase, and then if necessary restore your data.

    Thanks!

    Ben

This discussion has been closed.