Cannot manage my subscription

I'm on the Individual Plan, billed through the App Store. My subscription should be managed in iTunes.
However, my subscription cannot be found in iTunes. I assume it is because I changed my country of Apple ID from Japan to USA.
When I started to subscribe, I purchased 1Password through Japanese iTunes Store. Currently, my Apple ID has changed to USA. My credit card, billing address, and iTunes Store are all USA's.
I am not able to access to my subscription either iTunes or 1Password website.


1Password Version: 1Password 7 Version 7.3.2 (70302003) Mac App Store
Extension Version: Not Provided
OS Version: Not Provided
Sync Type: Not Provided

Comments

  • brentybrenty

    Team Member

    @daiji: 大変だなぁ… I can't say that I've heard of that happening before, but it makes sense. As far as I know there's no way to access purchases of any kind for another region than the one your Apple ID is set to. You definitely won't be able to do anything with it through our website if you're being billed through Apple, as we simply don't have access to their systems. The best thing to do would be to contact Apple to see what they recommend. Even if you deleted your 1Password account (I'm not recommending that, but as an example) you would need to cancel with Apple since you're subscribed through them. They have some suggestions here, under "If you still can't view your subscriptions":

    https://support.apple.com/en-us/HT202039

    I don't think any of that applies to your situation, but there's a way to contact them. I think that would be best, as I wouldn't want to tell you the wrong thing and complicate it for you further. I'm sure they will be in the best position to advise you on this, and I'd be interested to hear what they suggest.

  • This happened to me, too @daiji - which I just discovered today.

    I subscribed in Jul 2018 while living in the U.K. and on the U.K. App Store. I moved back to the States in Jan 2019 and was just thinking about when/if my 1Password subscription was going to renew as I had not received any emails. I couldn't remember what I had signed up for, so when I went to check the Billing on 1Password.com, it said it was managed by Apple.

    But when I went to Apple, there was no record of a subscription. On a hunch, I switched BACK to the U.K. App Store and found my 1Password subscription sitting there getting ready to renew in a few weeks.

    I was only able to switch back to the U.K. App Store because I still had a valid credit/debit card from the U.K., having not had the time yet to properly close out my U.K. bank account. You have to have a valid form of payment in most countries that Apple does business in, so even though my U.K. balance was basically zero, Apple still let me switch back.

    It will get interesting now to see what happens. I cancelled my U.K. subscription while logged in the U.K. Apple store. As you all may know, when you do that, the subscription doesn't immediately cancel, but is still "good" until its normal expiration date. So, I'm technically still active under the U.K. App Store for a few weeks more. I switched back to the U.S. App Store now.

    When I login to 1Password.com and look at the Billing, it still tells me that Apple manages my subscription, but that is likely because Apple still flags the account as 'paid' or 'paying' as far as 1Password can see. So, I'll have to wait and see what happens in a few weeks when the U.K. App Store doesn't renew my 1Password subscription.

    My expectation as a customer is that in a few weeks I'll get a nice email from 1Password letting me know that my subscription has expired and offering me a variety of solutions as to how to proceed. My other expectation is that there is some kind of 'grace' period where I can still access all my passwords, meaning that I won't suddenly go from being "active" and having zero control as to how to change my subscription (which is my current status) to suddenly being locked out from 1Passwords logins on 12:01AM on the day my subscription renews. Of course, I've been around computers and systems long enough in my life to know that, like the response from 1Password above, not every scenario has been tested and explored and that machines are heartless... ha ha. By which I hope I won't have to send in a support request to 1Password the day my subscription expires and can get a week to figure out what I want to do.

    Because I might not want to tie my 1Password subscription to Apple again. That is my normal default mode (not trusting the payment and subscription systems of most software companies and preferring instead to let Apple manage/strong-arm those software companies into reasonable compliance), but in this case, considering the hassle of what I've already experienced, and not yet sure what is yet to come, and in additional consideration on how critical my password manager is to the rest of my digital life to even being able to function at all on my machines and the internet, I'm a little worried that I could have gotten stuck in the cold after the fact, had I not happen to realize this today just luckily a few weeks before the U.K. App Store would have attempted to renew my U.K. Subscription (and failed) and then my 1Password account could have been shuttered secretly, or I would have been sent off to the Spice Mines of Kessel or something.

    BTW, the reason this triggered in my mind was stumbling across this thread: Ask HN: How comfortable do you feel using cloud-based password managers?.

    So now that I spent my morning chopping through this problem, and in addition to contributing to 1Password's KB, I hope that everything goes smooth sailing from here on out. After three years with LastPass which I was never quite thrilled about, and which never was quite as "nice" on my Mac as 1Password is, I'm hopeful that I see some iterative improvement on other matters in 1Password soon. Now that I'm registered on these forums, I guess I need to get involved and have a voice, too. Although sometimes I wonder why paid software these days seems to increasingly operate like Open Source stuff on Github. I mean, if we all have to jump in and troubleshoot and ask for what would otherwise be "obvious" improvements, it's almost easier to just learn Rust or C++ or something and just build our own (okay, I'm kidding a bit here, but you get the point!). Let's go 1Password! The software is not anywhere complete yet! Don't get all corporate on us.

  • @99Passwords Thanks for your help with this unique situation... I'm sure your post here will be helpful for others in a similar situation.

    And yes... you are correct that your Apple subscription will remain valid in our system until it expires with Apple. When that happens, or when any subscription becomes past due, the account moves into a frozen state. There are a handful of things that happen in a frozen state, but they are most easily summarized by saying that the account becomes "read-only". This means that your data is always yours and always accessible, regardless of the state of any subscription. Here's a more detailed article on what happens when your account goes frozen:

    https://support.1password.com/frozen-account/

    We definitely love Apple subscriptions and how convenient they are for everyone who choses to use them. We also understand that having one place to manage a bunch of different subscriptions is also very appealing (in most cases). They can also feel more secure as well. That said, it does limit our ability to help in situations like this and can create a bit more work for everyone involved. This is typically why we try to steer people towards setting up a subscription directly with us. It just allows us to more readily help when issues do arise.

    So in these situations... continue to use 1Password until the subscription expires... or at least until you get close to the expiration date. At that point, reach out to us at [email protected] and ask for your account to be switched over from an Apple subscription to direct billing. Unfortunately, this change on the account is only possible through a change we make on the back-end of our service. We do that because we want to make sure people don't accidentally set themselves up to be billed twice... once by us and once by Apple. So you'll be asked to confirm that your subscription is cancelled and once that is confirmed and the switch is made... you'll be able to subscribe directly with us.

    If you'd really prefer keeping your subscription managed with Apple, it may be a little bit trickier. First, you'd need to re-download 1Password from the Mac App Store in the new Apple region. Once you open the newly installed 1Password, you may see the option to subscribe but there is the chance that the option won't appear. In which case, you'd need to dig around inside of your macOS keychain to remove a specific entry. In this case, I'd recommend reaching out to [email protected] to get personalized help with getting things dialed in here. But once again, if this happens I think you'll also receive the recommendation to simply change where your subscription is being managed.

    Hope that helps!

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