My account has been frozen while I have a subscription until november 2020

hi, I have an annual subscription via Apple (I paid for 6 months - trial) and the subscription should be renewed in November 2020 for 12 months. This morning my account got frozen. Why? Thanks


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Referrer: forum-search:My account has been frozen while I have a subscription until november 2020

Comments

  • BenBen AWS Team

    Team Member

    Hi @acrozniros

    I'm very sorry to hear that. We're unable to look into specific billing issues here in this public forum, but we'd be happy to assist via email. If you have not already emailed us please use the form here: https://support.1password.com/contact/ and select 'I have a question about billing' > 'I have a different billing question'. In the body of the message you can include a link to this thread (https://discussions.agilebits.com/discussion/114201/my-account-has-been-frozen-while-i-have-a-subscription-until-november-2020#latest) so that you don't have to repeat yourself. That way we can look up your account details and go from there.

    Generally, the two possible issues here are:

    1. Your subscription through Apple hasn't been properly applied to your 1Password account
    2. You have more than one account, and the subscription is applied to the wrong one

    In either event our billing team will be able to sort that out by email for you. If you have already sent an email, please post the support ID that you received from BitBot so that we can 'connect the dots.'

    Thanks!

    Ben

  • email sent as you suggested

  • brentybrenty

    Team Member

    Got it. We'll be in touch. :):+1:

    ref: PHI-75732-261

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