Pro-features restoring on different device fails

raffeg

Hi -- I've got a problem with the iOS app. Apple Support asked me to contact you. This is what happens:

1. I purchased the app for iOS from my iPhone with my for-work-purposes appleID.
2. I purchased the Pro-features from that iPhone but, unfortunately (my fault), with a different appleID (my private one). This was inadvertently done.
3. I needed to install your app on my iPad (work-purposes). It installed ok.
4. But when I tried to restore the Pro-features, the restoring just keeps failing.
5. I contacted Apple and they said that they can't do anything. They asked me to contact you.

Can you please help me?
Br, Rafael

hawkmoth

@raffeg - I don't know why Apple referred you to AgileBits. Only Apple has any access to their App Stores and only Apple controls their selling policies. Developers don't even know who bought their applications there, and they have nothing to do with how licenses are registered. In addition, Apple does not allow switching an application to a different Apple ID than the one used to buy it in the first place. They will not allow users who change countries and use a different App Store in their new country to switch their applications from their former country's store. (My private opinion is that Apple is being very unfriendly to its users with these policies. Apple could do something about it, despite what the Apple support people told you. Their current policies simple don't allow it. Sorry for the rant, but your case touches a raw nerve.)

You won't be able to restore the Pro features to a device that uses a different Apple ID than the one you used to buy the Pro features in the first place. If your work iPad must use your work Apple ID, you will have to buy the Pro features under that Apple ID.

I have one idea, though. Can you log in to the iTunes App Store from your work iPad under your private Apple ID? If you can do that, you should delete 1Password from your work device and download a fresh copy under your private Apple ID. You would then be able to restore the Pro features that you have already paid for. You need to be sure you download the free copy from the Apple ID that you used to buy the Pro features. It needs to have the same Apple ID for its registration as the Pro features do. Could that work for you? One thing I am unsure of is what will happen when you log back in under the work Apple ID. I hope that 1Password will continue to work. If it does, you won't get update notices. And it would be cost-free to give it a try.

It's too bad that Apple didn't just explain their policies to you, instead of passing the buck to the developers, who have absolutely no control over the situation. I have personal experience with trying to merge two Apple IDs. That wasn't permitted either, and the support person I talked to agreed with me when I observed that it would help users if they would allow that.

I am not an AgileBits employee. I am a community volunteer who is interested in trying to help fellow users.

raffeg

Thanks for your answer.

This is what Apple support wrote:

"To clarify, the functionality of the items that can be purchased within this application is not provided by iTunes. Some developers allow in-app purchases to be restored in other devices together with the app itself, while others don't.
I will strongly suggest that you contact the app developer AgileBits, Inc. at https://agilebits.com/support."

Besides this problem I have, it really surprises me that AgileBits does not have a standard way of contacting AgileBits support-employees. Must a buyer like me asks in the forum when she has a problem? Or did I got lost in AgileBits' site when looking for a normal way of, privately, submitting a support request?

littlebobbytables

Hi @raffeg,

Despite the username I am genuinely a member of the AgileBits team and we do use these public forums as the primary form of contact. We understand that not all enquiries can be handled in a public setting but there are a number of advantages to forums that can't be ignored. A single post can be read by scores of people, allowing us to help so many more people. Should a query turn out to be complex or require discussing anything of a private nature we can move to email and we have no problem with that. I'm a strong believer in the forums though because of how many people we can help. It goes well beyond those that post too as somebody may visit our forums, find the answer to their issue and not even sign up.

Now to your query.

In response to Apple's statement

Some developers allow in-app purchases to be restored in other devices together with the app itself, while others don't.

Our in-app purchase is a single purchase and does indeed allow access to the Pro features on any device connected to that Apple ID. We perform a check and if Apple's servers respond in the affirmative then the Pro features are unlocked. This would be in contrast to in-app purchases for digital consumable items more typically associated with games.

So I'm wondering.

1. Which Apple ID downloaded 1Password on your iPad, work or private?
2. Which Apple ID is activated when you try to restore the in-app purchase, work or private?

raffeg

Hi littlebobbytables,

Thanks for your answer.

I respect your support model, however as a paying customer I doesn't consider it the most appropriated one. Neither it is an intuitive and easy one for a less IT-aware "normal" user that doesn't feel entirely comfortable with IT-related things.

I am a proud product manager in the IT sector with a product used by millions of users in complex ecosystems. As such, UX is one of the multiple concerns to handle. If you want customer feedback and consider it valuable, I'll be happy to share my thoughts to you.

Now to my query and your wonderings:

Q. Which Apple ID downloaded 1Password on your iPad, work or private?
A. It is impossible to answer this with 100% accuracy. But I'd say that chances are quite big (~95%) that the app was downloaded using my private AppleID.

Q. Which Apple ID is activated when you try to restore the in-app purchase, work or private?
A. The first time I tried to restore the in-app Pro-feature purchase, I'd say, again, that chances are as big as ~95% that the private AppleID was the one configured for AppStore. Then, when it failed, I am quite sure that I tried with the work one. Then, when it failed, what I did was to log out from AppStore (I also verified that I was logged out via Settings/AppStore&iTunes). This way, when I try to restore the in-app Pro-feature purchase, I am asked to use an AppleID or create a new one, which allows me to be sure about what AppleID I am currently using for the restore operation.

Hope it helps.

Br, Rafael

AGAlumB

Q. Which Apple ID downloaded 1Password on your iPad, work or private?
A. It is impossible to answer this with 100% accuracy. But I'd say that chances are quite big (~95%) that the app was downloaded using my private AppleID.

@raffeg: To be clear, this information isn't for us, so much as brainstorming with you as to what the source of the problem may be. We can't actually restore an App Store purchase. Apple doesn't give 3rd party developers that kind of access.

Rather than guessing, what you can do is check your records: you'll have received an email receipt from Apple for your purchase. This will contain a few key pieces of information, which should help you get this resolved with Apple: the date of purchase, the Apple ID used, and the version of the app*. That information may be key if there's a problem with your App Store purchases.

*If you purchased 1Password from the App Store on or after 2012-11-20 (the day that 1Password for iOS version 4.0 was released), that purchase will unlock all subsequent versions to this point (including the in-app purchase in versions 5 and 6). However, this is only valid for the Apple ID used for the purchase. Purchases cannot be transferred to another Apple ID, and in-app purchases can also not be shared using Apple's Family Sharing.

Finally, the most important thing here may be the possibility of different Apple IDs. Unless you're logged into the correct Apple ID when you both install the app and restore the purchase, the App Store will not validate the purchase.

I respect your support model, however as a paying customer I doesn't consider it the most appropriated one. Neither it is an intuitive and easy one for a less IT-aware "normal" user that doesn't feel entirely comfortable with IT-related things.
I am a proud product manager in the IT sector with a product used by millions of users in complex ecosystems. As such, UX is one of the multiple concerns to handle. If you want customer feedback and consider it valuable, I'll be happy to share my thoughts to you.

I wanted to come back around to this. Thank you so much for your honesty! Obviously it depends on the person. Many people really appreciate being part of the community here, and being able to both help others who might have a similar question, and of course benefit from the answers that others have recovered as well. Of course not everyone feels this way, and I'm sorry if you feel at all put out by our forum support. Please feel free to follow up either here or via email (support+forums@agilebits.com — be sure to include a link to this discussion) for any feedback about your experience or regarding the issues you're having with your App Store purchase. We're here for you. :)

raffeg

Hi brenty,

I am afraid I am getting a little disappointed and upset with AgileBits representatives or this forum. Your previous comment does not makes it better. Are you here for me? Frankly, I can't see that. IMO, your tone feels like a bit, hmm, not nice. If I am wrong, then please accept my apologies. In any case, please do remember, I am a paying customer. I am not anyone in this forum. I've paid for the product. I have an issue. So, besides help, I deserve respect and tolerance.

Now let me tell you something.

• Of course I got a mail for the app purchase, which was made with my work Apple ID as already mentioned.
• Or course I got a mail for the in-app purchase, which I wrongly did with my private Apple ID as already mentioned. Yes my fault, crucify me. I am not perfect.
• The question asked by your colleague (or whatever he is) was: "Which Apple ID downloaded 1Password on your iPad, work or private?". As you have seen, I have 2 Apple IDs. Is it so weird that being pissed off for having this issue and not being able to find a more traditional support option (besides the forum), is it so weird that I didn't see the obvious? Is it? Now I see it clear. I could impossibly have been able to download the app with my private Apple ID on the iPad, as the app was bought with my work ID. You could have guessed that I was not getting right the question. But you didn't either.

So ok. Is the answer to this issue that both app and in-app purchase (for the same app) must be done with the same Apple ID? (which actually makes kind of sense...) Then why don't you simply tell me that? You could have save a lot of typing and annoyance. Just get to the point and have more tolerance with a paying customer with your answers.

Remember also that I have from the very beginning honestly said that I wrongly made the in-app purchase with a different Apple ID. Instead of writing all that disturbing buzz, you could have focused on that statement, get to the point and make me understand that the problem was just that. Blame my own mistake on fatigue or tiredness, but treat customers as they deserve.

I'll take this with Apple again, in case they are willing to help me transfer the in-app purchase to the app-paying Apple ID. See? I am willing to continue using your app despite of this rather surrealistic treatment from your side.

Br, Rafael

AGAlumB

I am afraid I am getting a little disappointed and upset with AgileBits representatives or this forum. Your previous comment does not makes it better. Are you here for me? Frankly, I can't see that. IMO, your tone feels like a bit, hmm, not nice. If I am wrong, then please accept my apologies. In any case, please do remember, I am a paying customer. I am not anyone in this forum. I've paid for the product. I have an issue. So, besides help, I deserve respect and tolerance.

@raffeg: Absolutely. And I apologize if anything I said offended you. That wasn't my intent. I know it can be frustrating, so I was trying to give you information that would help you find a resolution to the problem you're having.

I could impossibly have been able to download the app with my private Apple ID on the iPad, as the app was bought with my work ID. You could have guessed that I was not getting right the question. But you didn't either.

It's not helpful for me to make guesses about your situation, because that could lead us both down a rabbit hole where the only way out is in. And I can imagine that what you really want is to get this resolved! So I tried to give you an overview of some of the possible pitfalls, so that perhaps something would ring a bell for you. You have a lot more information about your situation than we do, after all. So I appreciate you clarifying a few things for me. I believe the answer to your dilemma was in my previous reply, but neither of us knew it at the time:

Finally, the most important thing here may be the possibility of different Apple IDs. Unless you're logged into the correct Apple ID when you both install the app and restore the purchase, the App Store will not validate the purchase.

But of course I didn't offer that as "this is your problem", because at that point I had no way of knowing for certain. But I wanted to mention that in case it did apply to your situation.

If, in fact, you installed 1Password using your work Apple ID and the in-app purchase was from your personal Apple ID, this is what you need to do to resolve the issue:

1. Backup your 1Password data
2. Delete the app
3. Make sure you're logged into the correct Apple ID for the purchase
4. Install 1Password from the App Store
5. Restore the purchase in 1Password
6. Restore from the backup

I hope this helps. Please let me know if you have any questions.

raffeg

Thanks brenty for your words and help. From my side, no hard feelings. I'll come back to the forum in general or this topic in particular if I hit any new issues.

Best regards and Merry Christmas to the AgileBits team and the participants of this forum.
Rafael

AGAlumB

Merry Christmas to you too! And I think a happy New Year is right on its heels as well! Don't be a stranger. We're here if you need anything else. :chuffed: