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I can't buy it from the Apple website because it tells me I already bought it, but I can't open it

Rebecca Jallings
Rebecca Jallings
Community Member
in Mac

When I open 1Password 5, which is still in my applications file, it shows me the 10 passwords it says are all I have. When I can get the 1password to open, it then closes because, it says: "Please restart 1Password. If this does not help, please contact AgileBits support."

I am at a loss as to what to do. I would really like my passwords back. And, of course, I am paying for a program, 1Password, that I cannot use.

1Password Version: 1Password 5, 1Password
Extension Version: Not Provided
OS Version: OS x 10:11
Sync Type: Not Provided
Referrer: forum-search:I still have only 11 of my passwords since I installed El Capitan almost a week ago.

Comments

  • Rebecca Jallings
    Rebecca Jallings
    Community Member

    I did just figure out that, according to Mac's App Store, I bought 1Password there.

  • danco
    danco
    Volunteer Moderator

    A couple of things that might help. I'm no expert on this kind of problem though.

    Can't harm to restart your Mac , it sometimes cures problems.

    Make sure you only have one version of 1PW. If you had both the App Store version and the AgileBits version, that would cause problems.

    You'll get better answers later from the staff, this is just a quickie from a user.

  • littlebobbytables
    littlebobbytables
    1Password Alumni

    Hi @Rebecca Jallings,

    I'm going to recommend something which might sound a bit worrying but before we even start I want to reassure you; you vault is separate from the actual application so removing the actual application does not affect your vault.

    1. I would like you to move the two copies of the 1Password application from your /Applications/ folder to the Trash. As long as you don't use an app cleaner application your vault is safe.
    2. Reboot you Mac.
    3. Open the App Store application on your Mac.
    4. In the Purchased tab it should now say download opposite 1Password and this should download a fresh copy of 1Password for Mac into your /Applications/ folder.

    Does 1Password open properly if you do this and can you now see your proper vault?

  • Rebecca Jallings
    Rebecca Jallings
    Community Member

    Nope. Under the purchased tab it still says "open" and won't open. If I type in 1Password in the store search, it takes me to the purchase page and it says open, not download. After some spinning, I get the error message: "Please restart 1Password. If this does not help, please contact AgileBits support."

  • littlebobbytables
    littlebobbytables
    1Password Alumni

    Hello @Rebecca Jallings,

    Okay, that's puzzling. I think the best way forward would be for us to review a diagnostic report. It might be there is another copy of 1Password running about that isn't obvious to yourself or we may need to reset the cache in the App Store. It's rare but sometimes it does need to be done.

    This guide will show you how to create a diagnostic report.

    Please do not post your Diagnostics Report in the forums

    The email address you will want to use is support+forum@agilebits.com.

    When sending the diagnostic report to the address above it would help immensely if you could include a link to this thread and your forum handle so we can connect the two.

    Once you've sent the report a post here with the ticket ID will help us to keep an eye out for it. With access to the report we should be able to better assist you :smile:

This discussion has been closed.