Failed to Restore 1Password Pro Feature on iOS

bkonline

I have 1Password 6 and Pro feature upgrade on iPhone 6s - all worked great. Two weeks ago my phone was replaced with another 6s due to hardware issues.
I restored everything from icloud. However, the 1Password Pro feature refused to go along. I've tried repeatedly uninstalling and reinstalling the app, it keeps giving me this message---

"Failed to Restore purchases. To restore a purchase for this app, you must be signed in with the Apple ID that was used to purchase the app"

I have 2 Apple IDs, one for Family Share (main ID with credit card), and one for personal use (ID on iPhone 6s). I have full control on both Apple IDs.
I don't recall exactly which ID was used for 1Password purchase. Assumption is that it was the Family Share ID.
However, I have followed your suggested solution found on your forum (Settings > iTunes & App Store > Apple ID:> --- I have changed this back and forth between my two Apple IDs.
Yet, whenever I try the "Restore Purchases" it keeps prompting me to enter password for the personal Apple ID (despite the fact that I have Family Share Apple ID on iTunes & App Store setting). And when I enter the requested password, it rejects it as not having any association with the purchase.

Please what am I missing here?
I have done so many factory reset in such a short time period that it is no longer fun.....if ever it was.

---

1Password Version: 6.5.1
Extension Version: Not Provided
OS Version: iOS 10.2
Sync Type: iCloud

Ben

However, I have followed your suggested solution found on your forum (Settings > iTunes & App Store > Apple ID:> --- I have changed this back and forth between my two Apple IDs.
Yet, whenever I try the "Restore Purchases" it keeps prompting me to enter password for the personal Apple ID (despite the fact that I have Family Share Apple ID on iTunes & App Store setting). And when I enter the requested password, it rejects it as not having any association with the purchase.

In addition to logging into the correct Apple ID you have to uninstall / reinstall 1Password while logged into that ID.

Sorry for the inconvenience.

Ben

bkonline

@Ben

Thank you so much for that extra step. After backing up (syncing) to iCloud, I uninstalled 1Password, reinstalled it while logged in to iTunes & Appstore with the main family shared account, re-sync data from icloud, the Pro features restored with easy.
Once again, Thank you.

PS: It will be very helpful for you guys to prominently place this guide on your FAQ page in a step-by-step format. There are many users in similar situation some or will be one day following upgrade or hardware changes. It will be less frustrating to have a complete guide in one place versus having to dig all over the web.

Ben

Thanks for the update and the feedback! Glad to hear you've got this squared away now. :)

Ben

pjwaldo

I had a similar problem restoring purchases after migrating from my iPhone 6+ to an iPhone 7 (both iOS 10.2).
After following the above instructions to delete the app (version6.5.1), reinstall app, re-sync (via dropbox), and then restore purchases (using the same Apple ID): Success!

However...
on my iPad Mini (original) running iOS 9.3.5, the above workaround IS NOT working. (Version is 6.5.1) I keep getting the "Failed to Restore Purchases" message.

I have spent far too much time on this problem. Suggestions?

Ben

Hi @pjwaldo,

I'd like to ask you to create a Diagnostics Report from your iPad mini:

Sending Diagnostics Reports (iOS)

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

Please include:

1) Your forum username: pjwaldo
2) A link to this thread: https://discussions.agilebits.com/discussion/73901/

So that we can connect the dots.

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

Trapezemark

Same problem. Had to restore my iPhone 6s to factory settings. Now unable to access Pro Features. I've logged in with both my Apple ID and with my me.com accounts and receive the error message: "Failed to Restore Purchases. There were no purchases associated with your Apple ID. You may have made the original purchase with a different Apple ID or possibly with a family member's account." Neither is the case. Also can't synch to my Apple Watch wince that requires Pro Features. 1PW version 6.7 (670003), Apple IOS version 10.3.2

Ben

Hi @Trapezemark

Please verify that the Apple ID shown in Settings > iTunes & App Store is the exact same Apple ID that you originally used to purchase the Pro features (Family Sharing will not work). Then make a backup of your 1Password data:

1Password backups

Once you're sure your data is backed up please uninstall and reinstall 1Password, and then restore the backup.

I hope that helps. Should you have any other questions or concerns, please feel free to ask.

Ben

Trapezemark

I did as you advised, uninstalling and then reinstalling 1Password on my iPhone. I get the same error message when I try to restore my 1Password Pro service. i.e. that I must be signed in with the apple ID which I used to purchase the app. My apple ID hasn't changed other than when the migration was done from me.com to cloud.com. The only user ID my phone will accept for my iCloud account is [removed by AgileBits for privacy on our public forum] Any other ideas?

Ben

@Trapezemark

Please check your purchase history to make sure the in-app Pro features purchase for 1Password appears there:

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

Perhaps you purchased 1Password 3 for iOS originally? That purchase would not include the current version. It would require a separate purchase. In that case the best answer would be to take a look at our 1Password membership offering:

1Password

Ben

Trapezemark

As you can see from the above receipt, 1PasswordPro, v3.5.6 was downloaded from Agile Bits on 2/21/11. (Order #MGWB9ZG19H, invoice 215016437178) BTW, the Pro version does work on both of my iPads and it worked just fine on my iPhone 6S before I had to reset it to factory settings.

Ben

@Trapezemark

1Password 4 was a paid upgrade from 1Password 3. Is version 3 the only version you see in your purchase history?

Ben

Trapezemark

Here's the receipt for version 4.3.2 0n 3/24/14

Ben

Thanks. I'd like to ask you to create a diagnostics report from your iOS device:

Sending Diagnostics Reports (iOS)

Attach the diagnostics 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/73901/

• Your forum username: Trapezemark

That way we can "connect the dots" when we see your diagnostics 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 diagnostics and ensure that this issue is dealt with quickly. :)

Once we see the diagnostics we'll be able to better assist you. Thanks very much!

Ben

Trapezemark

I received a reply with the following code #AWT-73886-438
I hope this is what you are looking for.
Please advise next steps

AGAlumB

@Trapezemark: Thanks! I see that we've received your email, so we can continue the conversation there. We'll take a look at the diagnostics and get back to you shortly! :)

ref: AWT-73886-438