Not all categories are appearing on iPhone

gayemacy

Only a few categories appear in my list. Previously, there was an option to see more. Now that's not there.

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1Password Version: 6.4.5
Extension Version: Not Provided
OS Version: Not Provided
Sync Type: ICloud
Referrer: forum-search:Not all categories are appearing on iPhone

gayemacy

iOS is 10.1.1

Ben

Hi @gayemacy,

Thanks for taking the time to write in.

Categories will only appear if they have items in them. And many categories are restricted to the 1Password for iOS Pro features.

Do you have items in the hidden categories, and do you have the Pro features unlocked?

Please let us know. :)

Ben

gayemacy

Yes, I have items in all the categories I'm trying to see. Favorites is not even showing up. I was looking for Social Security, banking, passports and others. I will check to see if pro is unlocked. It is a new device, would that affect things? Also, I did not get a notification of this email response. Why is that?

Ben

I suspect perhaps the difficulty is the Pro features then.

I'd like to ask you to create a Diagnostics Report from your iOS device:

Sending Diagnostics Reports (iOS)

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

With your email please include:

• a link to this thread: https://discussions.agilebits.com/discussion/72926/
• your forum handle: gayemacy

so that we can "connect the dots" when we see your Diagnostics Report(s) 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(s) and ensure that this issue is dealt with quickly. :)

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

Ben

P.S. You can adjust your notification preferences for the forums here: https://discussions.agilebits.com/profile/preferences/

gayemacy

I sent this in Tuesday, 13 December. Here's the auto generated report #
For your reference, your support ID is [#UIX-56997-491]

gayemacy

Just checking in - I'm still unable to see categories on my iPhone. There is no additional category choice, and not even Favorites shows up. I listed the Support ID number here #UIX-56997-491, which was sent back when I submitted the Diagnostics Report Ben suggested. Thanks.

AGAlumB

@gayemacy: Sorry for the delay. I thought I was looking for something more sinister, but it turns out Ben 's guess was right: without the Pro Features, only Logins, Secure Notes, Credit Cards, and Identities are available as selectable categories (likewise, the Organize tab is not present). You can access all of your items by searching or viewing All Items, but only the Pro upgrade includes more advanced item features. I'm sorry if that's a bit confusing; it's a bit difficult to explain. We can continue the conversation via email in case there's more digging we need to do. Thanks again for your patience!

ref: UIX-56997-491

gayemacy

But they appear in my iMac and always have appeared on my iPhone until I switched phones then switched back to my original phone- this one. Everything has to be reloaded. Since then, it's disappeared

Ben

Yep -- that is because you do not have the Pro features on the current phone. To recognize that you've purchased the Pro features you must be logged into the Apple ID that you used to make the Pro features in-app purchase when you install 1Password. This means that in order to resolve this you'd need to uninstall and reinstall 1Password, while logged into the correct Apple ID.

1) Please check your purchase records and verify which Apple ID has the 1Password Pro features in-app purchase on it. A family sharing ID will not work. It must be the exact same Apple ID.
2) Make a backup of your 1Password data: https://support.1password.com/backups/
3) Uninstall 1Password
4) Make sure you are logged into the Apple ID from step 1. In the Settings app open iTunes & App Store and change the Apple ID there if necessary.
5) From the App Store app use the Updates > Purchases tab to reinstall 1Password
6) Set up syncing with your Mac

If though step 1 you find you have not actually purchased the Pro features on your Apple ID you would need to do so:

Pro features in 1Password for iOS

I hope that helps!

Ben

gayemacy

Purchased doesn't show up on my Apple ID. That doesn't make sense, because it shows up on my iMac. I purchased a license for my husband when I had a phone session with an agile bits expert, but that was separate and under his name. I don't know how to get the pro version back on my phone. I guess I could always pony up the 10 bucks again, but it doesn't seem right and compromise my principles

Ben

@gayemacy,

Purchases from the App Store are handled on a per-Apple ID basis. If you haven't purchased the Pro features on your Apple ID you will not be able to use them with your Apple ID.

Purchases for iOS are totally separate from purchases for Mac.

Ben

gayemacy

Understood. As I said earlier, I had all those categories earlier on my phone as well, until I switched phones, then switched this one back on. It remembers the basic but not the pro features from before and I can't get them back. I had them on this phone before this phone was wiped for recycling. We changed our minds and kept it, so powered it up and had to load everything g as on a new phone. Trouble has been since then

Ben

Were you perhaps logged into your husband's Apple ID at some point?

If you've checked your purchase records and haven't purchased 1Password's Pro features for iOS on your Apple ID then there won't be any way to use them on your Apple ID without purchasing them there.

Ben

gayemacy

I can't figure out how to sign into the App store on my phone using Eric's sign in. I went to Settings, signed out of the App store and signed in with his Apple ID, went back to the app store. Then I went to Purchased, to 1 and to recover Purchases, but it has my name already in there, and I can't change it to see whether Apple Store was under his name at the time. Can't you guys waive it in and make it happen? I know it was paid for, and was in place. This just isn't right, and I've gone through a lot of hoops to get it back. Returning the iPhone 7 and rebuilding the 6+ was difficult enough. Brenty helped me get all of this up and running from the beginning. It was a huge undertaking to get it done. I had a telephone meeting with Steve and we finally did it. I feel I'm a long time user and have invested heavily since the start in this, and have purchased the pro on both iMac and phone. Please help me out.

AGAlumB

I can't figure out how to sign into the App store on my phone using Eric's sign in. I went to Settings, signed out of the App store and signed in with his Apple ID, went back to the app store. Then I went to Purchased, to 1 and to recover Purchases, but it has my name already in there, and I can't change it to see whether Apple Store was under his name at the time.

@gayemacy: To be clear, you can easily have 1Password in your purchase history since it's a free download. That doesn't mean you purchased the Pro version. If you did though, you'll have an email receipt for the purchase, and you can also look it up in iTunes under your purchase history:

See your purchase history in the iTunes Store on a Mac or PC

Can't you guys waive it in and make it happen? I know it was paid for, and was in place. This just isn't right, and I've gone through a lot of hoops to get it back. Returning the iPhone 7 and rebuilding the 6+ was difficult enough. Brenty helped me get all of this up and running from the beginning. It was a huge undertaking to get it done. I had a telephone meeting with Steve and we finally did it. I feel I'm a long time user and have invested heavily since the start in this, and have purchased the pro on both iMac and phone. Please help me out.

Unfortunately there isn't anything we can do on our end to resolve your App Store issue since the App Store is owned and operated by Apple, and that's how purchases are managed on iOS exclusively. You'll need to be using the correct account, as in-app purchases cannot be shared. As we mentioned earlier, this is the only way to validate an existing in-app purchase for 1Password (or any app):

1. Backup your data
2. Delete 1Password
3. Check your purchase information for the Apple ID used for the Pro version of 1Password (see above)
4. Go to iOS Settings > iTunes & App Stores and login to the correct account
5. Install 1Password from the App Store
6. Go to 1Password Settings > Pro features and tap Restore Purchase

Again, however, if it was purchased using someone else's Apple ID, it won't be available to your Apple ID, even with Family Sharing, as Apple excludes in-app purchases from this. In that case you can use the free version or get the Pro Features through the App Store or as part of a 1Password.com subscription. In order for you to get anything through the App Store without paying though, it will need to be authorized for your Apple ID. And if there's some discrepancy with your App Store purchase, you'll need to contact Apple for assistance. There just isn't a magic wand we can wave to resolve that. :(

gayemacy

I understand. Don't worry. Thanks for the help. :)

Ben

You're most welcome. If there is anything else we can do, please don't hesitate to contact us.

Ben