Account frozen after trial, but I have purchase a subscription via iOS

Account frozen after trial period. But I have my valid subscription in my iTunes account.

Comments

  • To reproduce the problem,

    1. Download iOS / Mac 1Password
    2. Signup for a trial
    3. Go to iTunes Subscription management page in iOS iCloud settings
    4. Cancel the subscription
    5. Reselect a plan for subscription again in iOS iCloud settings

    It looks like the subscription unable to link up which 1Password account for this subscription.
    And while you think it works like you expect. the result is

    1. Apple collected my money
    2. My 1Password trial expired
    3. My 1Password account frozen
    4. I cannot use 1Password for a few days.
    5. No support handle my support request. #VWN-95981-382
  • BenBen AWS Team

    Team Member

    Hi @kkpoo

    I'm sorry to hear you had trouble, and for the delay. Our team is currently receiving an extremely high volume of requests and inquiries and as such it is taking a few days longer than usual to respond.

    Please try this:

    • Open and unlock 1Password.
    • Tap the Settings icon, then tap 1Password Accounts.
    • Tap your account, the tap Apply Purchase to Account.

    That should apply your current subscription to your account. I hope that helps. Should you have any other questions or concerns, please feel free to ask.

    Ben

    ref: VWN-95981-382

  • Thanks for the reply. However, I do not able to find the button to Apply purchase to my account by following your instruction.

    For temporary continue to use 1Password. I get another month of trial from Mac 1Password app. I also canceled the subscription of the Mac trial.

    Wish you could fix my subscription soon. Otherwise I will be knock out again after a month.

  • BenBen AWS Team

    Team Member

    @kkpoo

    I’ll reply to your email with further. Thanks.

    Ben

  • @Ben
    Same issue for my account, can you email me how to solve it? Many thanks

  • brentybrenty

    Team Member
    edited October 2018

    It looks like Daniel is already in touch with you via email, so we'll continue the conversation there.

    ref: WLE-29348-554

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