Lost pro feature after resetting my iPhone
My iPhone has some issues so the technician at Apple Store asked me to erase my phone and set it as new. After I reinstalled 1Password and tried to restore the pro feature purchase, it shows the message "There were no purchases associated with you Apple ID. You may have made the original purchase with a different Apple ID or possibly with a family member's account." I checked with Apple Support and they said that there's no record of purchasing the pro feature, so they can't do anything about it. Now I have no access to all the passwords that I saved under pro feature!
1Password Version: 6.4.1
Extension Version: Not Provided
OS Version: iOS 9.3.2
Sync Type: Wi-Fi
Comments
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Welcome to the forums @michelle_k!
I'm sorry to hear that you're experiencing problems with the Pro features. I do want to ask, though, what passwords you're referring to when you say that you can't access them without the Pro features. Your passwords should always be in 1Password for iOS regardless of whether you've made that purchase. The Pro features are listed here: https://support.1password.com/guides/ios/pro-features.html :)
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Hi @michelle_k,
In addition to what nmott said, I'd like to ask where you backed up or synced your 1Password data prior to wiping your phone clean? By default when using our standalone products (i.e. 1Password without a 1Password for Families subscription) your data is stored only on the device you create it on.
Ben
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Hi! I just checked on my Mac, it's not the passwords but the personal datas and some product license codes. Is there any way we can fix it? I remembered getting the pro feature with a redemption code or actually paying for it, but Apple Support just keep telling me that there's no purchase record and they are unable to help me with it.
All my data are Wi-Fi sync with the 1Password on my Mac, so I have a copy of it if there's something happen with my phone. I don't feel secure using the Cloud backup. I am still able to access all the information on the Mac, but it's just inconvenient that I can't access it on my phone.
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I can only access login items and some part of the personal datas and product license codes now, all other information are locked in the pro feature. the only way to access it is to pay again... I don't want to have to wipe the whole phone again and bring back the old backup. It's gonna be a lot of works.
This is what I got from my phone.
http://imgur.com/urxlAFF0 -
Do you by any chance have a receipt for a previous purchase of 1PW for iOS? Pro features came free if one previously had 1PW when AgileBits moved to the current in-app purchase model. That might help in solving your problem.
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Hi @michelle_k,
Even if Pro features aren't unlocked, you should have all your items (from any category) listed under 'All Items' in the Categories section of 1Password for iOS. In your screenshot it looks like there are 41 items there. If you check the item count for All Items in 1Password on your Mac, it should be the same. Do you have more than 41 items in your vault on your Mac?
As far as being unable to restore Pro features, if Apple has no record of that purchase for your Apple ID, that certainly explains why you aren't able to restore those features. Unfortunately we don't have any control over Apple IDs or what purchases are associated with them as that's controlled entirely by Apple. If you believe you purchased Pro features in 1Password 5 or 6 for iOS (or if you purchased 1Password 4 for iOS), you should be able to find that in the Purchase History for the Apple ID you used to make that purchase. Apple has steps to check your purchase history here: https://support.apple.com/en-us/HT204088
If you've ever used more than one Apple ID, you'll also want to make sure you're looking at the purchase history of the Apple ID you had used to make that purchase (and of course you'll want to make sure that's the same Apple ID you're using on your iPhone).
Alternately, you should have received an email receipt from Apple when you made the purchase. Is there any chance you still have that? If so, that receipt should also show the Apple ID you had used.
Does that help at all? Please let us know how it goes and if you're able to find anything. Thanks!
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I am pretty sure I purchased the pro feature before because there are more categories shown before. Also, I've saved items like passport, social security number, software license in my 1Password, which should be under pro categories. Now I don't have those categories anymore.
The disappearance of my purchase already happened more than once with apple. I purchased several apps with redemption code and I was unable to update the app when they have new updates available. I talked to apple support and they said they are unable to locate the purchase. I have to talk to the support team of the app. Some of them didn't response at all and some of them offered another redemption code for me to download again. I don't know what's wrong with apple but this problem really annoys me.
I've talked to apple support about this pro feature purchase problem already and they said they are unable to help me with it because they only see the download but not the purchase of pro feature. We already checked all the Apple ID I have. They asked my to contact you guys. I don't keep the receipt at all, so there's no way I can fix the problem?
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@michelle_k: Unfortunately if Apple cannot locate the purchase, there won't be anything AgileBits can do. We simply don't have access to App Store purchase information. Since it's owned and operated by Apple, only they do. If Apple has no record of a purchase and you do not have a receipt for it, I don't believe there's any way for them to validate it for you. And similarly 1Password depends on the App Store to validate the purchase. I'm sorry I don't have a better answer for you. :(
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