my mac has had warranty work done and i can not find my desk top app
Recently apple performed warranty work on my computer which resulted in it being reformatted. I am trying to reinstall my apps but the one password app in my app library is non functioning and after requesting that my license be resent i have received nothing. Currently my mobile apps are functioning fine. BTW - why is there no option to ask tech support questions without publicly posting them?
1Password Version: Not Provided
Extension Version: Not Provided
OS Version: OSC 10.11.1
Sync Type: Not Provided
Referrer: forum-search:my mac has had warranty work done and i can not find my desk top app
Comments
-
Is it possible that you bought your copy from Apple at the Mac App Store, rather than directly from AgileBits at their web store? If so, your request to have your license resent won't yield any results because AgileBits won't have any record that you have a copy. If that's the case, check the Purchases tab in the App Store application on your Mac while you are logged in with the same Apple ID you used when you bought it. You'll be able to download a fresh copy there.
If you think your license did come directly from the AgileBits web store, my best guess would be that you used a different email address when you made your purchase than the one you are using to request your license be resent. If that's the case, send email with as much information as you can about your purchase to support+licenses@agilebits.com. Include any email addresses that might have been used and your name and address as you would have given it. Add a link to this thread. You'll receive an automated reply that contains a support ticket number. It will help if you post that ticket number back here in this thread.
Although you can certainly send email requesting help to support@agilebits.com, the forum is usually faster and it has the advantage that the answers here may help others too. Obviously, you wouldn't want to post personal information in a pubic forum, though, so email in such cases is the proper choice.
0 -
I did purchase from the Mac App Store - however the app that is showing their will not re-download - as I mentioned earlier in my post it is 'non functioning', which is why I tried to get my license resent from the Agilebits website. All of this was done with the same email address.
0 -
Hi @GeorgeColvin,
I'm sorry you're having some trouble getting 1Password set up on your reformatted Mac!
I did purchase from the Mac App Store - however the app that is showing their will not re-download - as I mentioned earlier in my post it is 'non functioning'
Thanks, and yes I see you mentioned the app is "non functioning" in your original post. Can you please elaborate on that? The fact that it is not functioning could really mean a lot of different things. Is the problem happening when you try to reinstall 1Password from the Mac App Store? If so, what happens when you try to do that?
If you purchased 1Password from the Mac App Store, you'll need to re-download it from there, so you'll need to be signed into the Mac App Store with the same Apple ID you used when you purchased it. Then 1Password should show up in the Purchased section, and there should be an Install button next to it. Do you see that? If so, what happens when you click the Install button? If you don't see that, what do you see instead?
Or do you already have the 1Password app installed? If so, what happens when you try to open it? Once we understand what sort of problem you're running into, we should have a much better idea of how to solve it.
...which is why I tried to get my license resent from the Agilebits website. All of this was done with the same email address.
If you bought 1Password from the Mac App Store, we wouldn't have any record of that in our own system because we don't receive that information from Apple. You wouldn't have a license key for that, but you wouldn't need one: Purchases of 1Password for Mac made through the Mac App Store are tied to your Apple ID and therefore do not require a license key. That would also explain why you didn't receive any license information when submitting your email address on our website.
why is there no option to ask tech support questions without publicly posting them?
As hawkmoth mentioned, please feel free to email us at support+licenses@agilebits.com about this, and one of us will be happy to assist you. If you email us, please include a link to this forum thread in your message, along with your forum username so that we can "connect the dots" when we see your email in our inbox. You should receive an automated reply from our BitBot assistant with a Support ID number. If you post that number here, we'll be able to find your email and make sure you receive a reply as quickly as possible.
Of course, we're also happy to continue helping you on our support forums, we'll just need to know some more details about the problem you're running into with 1Password. Thanks! :)
0 -
I can send screen shots - but will not do so here because I am not going to share my personal information with the entire world. However the icon does not have an install button next to it and clicking on the icon gets no response at all. It is like I am clicking on an icon with no active links / scripts.
0 -
@GeorgeColvin It's probably best to continue this conversation via email, then. As Drew mentioned, if you can send us a message at support+licenses@agilebits.com, we would be happy to help you out a bit more privately. Also be sure to post back here with the BitBot confirmation number you receive once you send us an email. That'll give us a chance to connect the two conversations. :)
0 -
i have - but no one has responded.
0 -
@GeorgeColvin - Help them out by posting back that support ticket number that @penderworth asked for.
0 -
i have not received a support ticket back from my email - so i dont have one yet
0 -
@GeorgeColvin Looks like we've responded to you via email. I'll close this thread so we can discuss things over there. :)
ref: NTA-97833-424
0
