Apple Store losing record of purchase.
I have noticed that others including myself who have purchased One Password from the App Store are losing their purchases. I have complained and complained and they (App Store) will do nothing about it. I have followed your instructions to change from the App Store version to the Web version. But after I do this, the license says Trial Mode even if my purchased version says Mac App Store. What do I do now?
1Password Version: 5.1
Extension Version: 4.4.3
OS Version: 10.10.5
Sync Type: wifi
Referrer: kb:purchase-verification, kb:switch-from-mac-app-store, kb:mac-app-store-vs-agilebits-store, kb:switch-from-mac-app-store, kb:license-file-faq
Comments
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Hi @mfairchild,
I'm sorry to hear about the problem with the App Store! I must say that I haven't heard of Mac App Store purchases simply disappearing for no reason. When you contacted Apple about this, what did they tell you, exactly?
It sounds like you currently have the AgileBits Store version of 1Password installed on your Mac. If you also have the Mac App Store version installed (or if you had it installed on that same Mac at some point) then the AgileBits Store version should recognize that and activate itself. But if it says you're in Trial Mode, that isn't happening for some reason. Do you still have the Mac App Store version installed? Or did you switch to the AgileBits Store version because you aren't able to install it from the Mac App Store?
If you bought 1Password for Mac from the Mac App Store, you should be able to launch the Mac App Store, select the Purchases section, and find 1Password listed there. Are you saying that 1Password isn't listed as a Mac App Store purchase? If so, there are a few legitimate reasons why that might be the case:
- Are you signed into the Mac App Store with the same Apple ID you used to purchase 1Password for Mac? If not, you won't see the purchases made with that Apple ID, and you'll need to sign in with the right one.
- Have you changed the Country/Region setting for the Mac App Store since you purchased 1Password for Mac? If so, your apps purchased under the previous country setting won't show up in the Purchased list.
- It's possible you may have hidden that purchase at some point. Apple's support site has steps to unhide your purchases here: https://support.apple.com/en-us/HT202320
- Is it possible you bought a license for 1Password from the AgileBits Store instead of from the Mac App Store? Purchases from the AgileBits Store won't show up as purchases in the Mac App Store because they are completely separate from each other. And Apple doesn't provide a way to convert a license for the AgileBits Store version of 1Password to the Mac App Store version.
- The name "App Store" can sometimes be confusing because Apple uses the same name for their Mac store (which only sells Mac apps) as they do for their iOS store (which only sells apps for iPhone/iPad/iPod Touch). If you previously bought 1Password for iOS, that's a separate purchase from 1Password for Mac, and you won't see the iOS app listed in your Mac App Store purchases.
Does that help at all? If not, and you're sure that you purchased 1Password from the Mac App Store but can't reinstall it from there, we'll be happy to give you a license for the AgileBits Store version if you can email us at support+licenses@agilebits.com with a copy (or screenshot) of the email receipt you received from Apple when you purchased 1Password from the Mac App Store (or other proof of purchase, if you no longer have that email).
Please let us know how it goes or if you have more questions about that. Thanks! :)
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Thanks for replying. I've lost several purchases through the Apple Store. One day they just didn't show up in "purchases". I was in on beta testing Yosemite when the problems seemed to happen. Of course, Apple claims this is not possible. Okay, I lose! I also have 1 Password on my iPad and all is okay there. I am still using the the App Store version. After reading about installing the web version, I thought that might solve my worries. That's when I got the trial mode in the license and then deleted that version. My program works fine, it's just that I no longer receive updates and worry that if I have a machine crash I will have no way of restoring a working program.
And FYI, other users are losing purchases made through the Apple Store!0 -
@mfairchild: Often they are just 'hidden'. I've done this inadvertently (or absentmindedly) myself in the past. But ultimately if there's an issue with your Apple ID, it would be best to contact Apple. There just isn't anything that AgileBits can do about that.
However, as Drew_AG mentioned, just shoot us an email with your receipt at support+licenses@agilebits.com and we'll be glad to give you a license for the AgileBits Store version of 1Password for Mac. We're here for you! :)
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