I need to talk to a team member. Mac OS10.11 corrupted version 5, and I don't want to pay again.

oldsarge84
oldsarge84
Community Member
in Mac

3 days ago I tried to open 1Password and my IMac told me it was damaged and to uninstall and reinstall. I did this and now to get it back it looks like I have to repurchase. I've asked to resend my license twice, and I'm still waiting. Can someone there help me?

1Password Version: Not Provided
Extension Version: Not Provided
OS Version: Not Provided
Sync Type: Not Provided
Referrer: forum-search:I need to reinstall 1Password. How do I get the paid version back?

Comments

  • Stephen_C
    Stephen_C
    Community Member

    @oldsarge84 in order to help you we really need some basic information. Please tell us:

    If by any chance you're running 1P4/1P5 under OS X El Capitan see if this sticky at the top of the forum solves the problem.

    Stephen

  • oldsarge84
    oldsarge84
    Community Member

    I am using MAC OS10.11, and v5.4 for 1P. Since I didn't hear back from anyone, and did ever receive an email for my license, I went ahead and paid again. If this program wasn't so damned good I would have downloaded another program from a different developer.

  • danco
    danco
    Volunteer Moderator

    Where

    did you buy the two copies from? That particular error message can occur with a purchase from the Mac App Store. See the sticky at the top of this forum. And App Store purchases don't have licences, they are tied to your Apple ID.

    I am not quite clear about your reinstalling and repurchasing as the reinstall should not have required a second purchase. If you purchased from AgileBits they will give you a refund. If it was from the App Store you will have to contact Apple.

    In any case, there should be no need to buy again.

  • LauraR
    LauraR

    @oldsarge84 - It sounds like you previously had 1Password from the Mac App Store and you needed to reinstall from there. You did not have to re-purchase from our AgileBits store and we will refund you for this. We appreciate you loving 1Password but we don't want you paying twice :) So we can have a better look at your setup and give you the correct advice, I'd like to ask you to create a Diagnostics Report from your Mac:

    https://support.1password.com/diagnostics/mac.html

    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!

This discussion has been closed.