Restore purchase works on one device, not another

ZenJabba

I've purchased the Pro pack on my iPhone, but when I goto restore purchase on my new shiney ipad pro, I get told I cannot. I'm confused.

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1Password Version: Not Provided
Extension Version: Not Provided
OS Version: Not Provided
Sync Type: Not Provided
Referrer: forum-search:restore purchase

Winnie

Hi @ZenJabba,

sorry for the troubles you are having with restoring your In-App purchase. To figure out why this is I'd first like to check if you are using the same Apple ID for the App Store on both devices. Could you please check in Settings.app > iTunes & App Store that the same one is listed there on your iPad and iPhone?

ZenJabba

I found an edge case to the in-app purchase (so I ended up paying again)

If you transfer from one country to another, and you try to restore an in-app purchase, it cannot find it.
If you already have it active, you keep it until you reload the app (I've been upgrading the IOS versions rather than restoring them).

It's Apple being Apple, not happy about it, but I need my Pro Version.

Winnie

@ZenJabba,

thanks for the update. This is unfortunately a known limitation of Apple IDs. I too ran into that moving from one country to another. Sorry about that :(

agbayanicv

Im having the same issue.. Everything was working well until with both my iphone and ipad but since i upgraded to ipad pro i couldnt restore my purchase despite having the same Apple ID in itunes/store on both devices.

What else can I do? i mostly use my ipad and its cumbersome to have to open my iphone for passwords.

Thanks in advance for your help.

Vee_AG

Hi @agbayanicv,

Thank for taking the time to contact us about this, and I'm sorry you're having some trouble restoring your purchase.

Did you also move to a different country, like ZenJabba mentioned above? If so, I'm sorry to say we have no way to help you with that. It's a limitation of Apple's, and we have no access to App Store purchases or Apple IDs. You can try contacting Apple's support, though I'm not sure if there will be anything they can do for you either.

However, you should still be able to access all of your logins and other saved data in the free version of 1Password for iOS. You may not see all the categories listed, but all your items should still appear in the All Items category. Are you having trouble syncing your data to the iPad? That would be a separate issue from the Pro Features in-app purchase, but we'd be happy to help you with that if you tell us what's going on.

agbayanicv

Hi @Vee,

No, I have not moved to another country. I just changed unit from iPad Air to iPad Pro. So im not sure why i couldnt restore my purchase.

Thanks,
@agbayanicv "Chaps"

Jacob

@agbayanicv This may sound a bit silly, but did you possibly download 1Password with a different Apple ID than you used to purchase the Pro features with initially? That can cause the features to not restore properly. If you used the same Apple ID, could you create a Diagnostics Report from your device?

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

Please do not post your Diagnostics Report 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 Report in our inbox.

You should receive an automated reply from our BitBot assistant with a Support ID number. Please post that number here so we can track down the report and ensure that it is dealt with quickly. :)

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

agbayanicv

Hi @penderworth,

I thought of that also, that is why what I did is that i used the purchased section on iTunes Store to download the 1Password app. But to no avail. Will follow the steps you have recommended so please expect an email.

Thanks,
@agbayanicv "Chaps"

Vee_AG

Thanks, @agbayanicv. Sounds like a plan. And actually, if you wouldn't mind sending us Diagnostics Reports from both your iPhone and your iPad, that will hopefully shed some more light on the situation.

And as Penderworth mentioned, please post the Support ID# from the autoresponder here so we make the connection. :) Thanks in advance!