Why has license been canceled?

grhoffman

Having a problem is putting it mildly. Why has my license been cancelled !! I bought and installed 1Password on my MAC years before it was even available for PC. With the latest upgrade I find my license has been nullified, canceled, deleted, or what ever you want to call it. Now I suppose to be fair I did upgrade my operating system to OS X. However, I can't see how that should affect a license I have already paid $ 60 for, and maintained with all applicable upgrades over the years. The original email I used when I bought the software is in all likely hood no longer valid thanks to AT&T. That is a long story I won't go into now. So the current one associated with my login will have to do. For the record either [email addresses deleted to protect privacy on this public forum] would be likely canidates as the original email of record since they no longer exist.

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1Password Version: Ver. 5.4
Extension Version: 1Password 4.4.3
OS Version: OS X 10.10.5
Sync Type: Not Provided
Referrer: forum-search:Having a problem is putting it mildly. Why has my license been cancelled !!

Megan

Hi @grhoffman,

I apologize for the frustration here! Please note that we've removed your email addresses from the post, as this is a public forum and you might not want people seeing them.

I was able to locate your license details in our system - I see a license for 1Password 3 from 2010 that was linked to one of your older email addresses, and a brand new license for 1Password 5 linked to the email address you're using for your forum profile. I've combined the two so that all your licenses are under the email address in your forum profile, and I'm resending the licenses to that address. If you would prefer a different email address be used in the future, we can definitely change that up for you.

Now I suppose to be fair I did upgrade my operating system to OS X. However, I can't see how that should affect a license I have already paid $ 60 for, and maintained with all applicable upgrades over the years.

I just want to assure you that your license for 1Password never expires. The license for 1Password 3 that you purchased in 2010 entitles you to use 1Password 3 for as long as you want to. It includes all in-version updates for 1Password 3 as well.

You mention upgrading your operating system. This is an important thing to do for your security, so I'm happy to hear that you're staying up to date! As operating systems change however, older software can start to show a bit of wear. When we built 1Password 4, we redesigned the entire app, from the code up. Redesigning 1Password completely allowed us to take advantage of the tools and features available in the latest operating system, but it meant that version 3 no longer received a lot of developer attention (for a smaller team, it becomes difficult to maintain multiple versions of the app.) Users were (and still are) welcome to continue using version 3, but if they chose to take advantage of the features in version 4, a new license was required.

I hope this helps to explain our decisions a bit. Please let me know if you don't receive your license details - the email will include instructions on how to apply this license to 1Password.

If you have any further questions or concerns, we're happy to help!

ref: 285810

grhoffman

Megan,
As of 2:00 PM Fri. the 22nd I don't have the new license info.

Megan

Hi @grhoffman ,

I'm sorry to hear that! I'm resending them ... just to confirm, the email address in your forum profile is active?

grhoffman

Megan,

The software refuses to let me update my license. All it does is run me around in circles like a mobius strip.

littlebobbytables

Hello @grhoffman,

To ensure we supply accurate advice can we first confirm that you have now received the email that Megan refers to?

If you have then we're looking at a problem in the local registration process. This page, How do I add my license to 1Password? details the same steps as you should see in the email. Can you let us know how far into the steps you can get where everything seems to be happening as the guide suggests and when it fails what do you see that the guide led you to believe you shouldn't expect? The guide will allow us to communicate, hopefully in an easier way, as to where the issue is.

One thing I've noted with 1Password is that if I'm replacing one licence with another then the licence window doesn't automatically update. After applying the licence I shut down 1Password completely using the keyboard shortcut ⌃⌘Q and when I restart it shows the new licence.

We will help, we just need to identify where it's going wrong.