If 1Passwords is so great, how come my experience has been so terrible?

Discussion in 'Mac Apps and Mac App Store' started by rawdawg, Feb 7, 2017.

  1. rawdawg macrumors 6502

    Jan 7, 2009
    So I've come to learn 1Passwords has non-existent customer service. I should have know when I realized there is absolutely no phone number to reach them. Still, others on here rave about it so I went ahead and purchased the perpetual license in hopes once I get a licensed copy things will start to make sense.

    My issue originally was I wanted to test out the trial version and to do so I needed to set up its sync ability with dropbox (I wanted to use dropbox, they have other options) so while I was testing it out and creating new and powerful passwords I wouldn't inadvertently lock myself out of all my accounts when I went to use mobile.

    To my surprise their instructions online for sync-with-dropbox is completely incorrect. They say to click the "sync" button in preferences and helpfully included a picture of where it is. Except it's not there. Others have had this same issue, including someone who posted in 2015 and was told to go to preferences>general and click "move to dropbox".... which is also not true, because that isn't an option. To be specific, their instructions are completely wrong. How is it others get this to work?

    Am I some unique snowflake or how come over the past 2 years others seem to have purchased and enjoyed this program when the instructions online or incorrect? I'm willing to admit I must be doing something wrong, but WHAT?!!?

    In addition, in efforts to fix this problem I went ahead and purchased the perpetual license only to discover it doesn't work to unlock you out of the "trial version". Every time I authenticate it, the program still says I am in trial mode.

  2. chabig macrumors 603

    Sep 6, 2002
    I have a Sync button in preferences. Can you post a picture of your preferences so we can see that it's not there for you?
  3. rawdawg thread starter macrumors 6502

    Jan 7, 2009
  4. chrfr macrumors 604

    Jul 11, 2009
    They have very good support, in my experience. Send them an email.
  5. chabig macrumors 603

    Sep 6, 2002
    It's just to the right of Browsers. But you have to be registered to get syncing, I bet. I see your note. The problem for you isn't that you can't sync. It's that the software thinks it's unregistered.
  6. rawdawg thread starter macrumors 6502

    Jan 7, 2009
    A small note saying "only registered users can sync" would be immensely helpful, but of course there was no mention of this.

    As for registering? Just another issue I'm having with this company.

    I've emailed them and posted to their forums but am still awaiting a reply.

    Thank to you both for your help.
  7. dangerfish macrumors 6502

    Aug 28, 2007
    Have you tried posting in their support forum or sending them an email?

    It appears that the sync button appears once you have registered the product which is where you seem to be having an issues.

    I love 1Password.

    Attached Files:

  8. AndyK macrumors 65816


    Jan 10, 2008
    Their support forum is one of the best & well staffed you'll find from a digital service company. Make a post & you'll have a reply pretty quickly.
  9. agperi macrumors newbie


    Feb 8, 2017
    Hi @rawdawg. Sorry to hear you're having trouble! I work for AgileBits (makers of 1Password) and I'll be happy to help out here.

    First things first, can you clarify what you mean by perpetual license? Have you signed up for an account and purchased a subscription?

    Based on your description of the problem, it does indeed sound like you're using one of our hosted accounts. With these accounts, your data is stored in our servers and we sync it for you, so no manual syncing is necessary on your part. You won't see the Sync tab, because there's nothing for you to sync. Just sign into your account from any device or browser and all of your data will sync automatically. You can find some more info here:

    I hope this helps! Let me know if you have more questions!
  10. Dan From Canada macrumors member

    Jul 19, 2016
    Sorry to hear that you had a bad experience with 1Password.

    I've been using it for almost a year without problems on my phone and imac.

    As for Dropbox it setup seamlessly and has been working for as long as I have been using it.
  11. steve23094 macrumors 68020


    Apr 23, 2013
    See.... That's pretty good support given that they found you on a website that has nothing to do with Agilebits.
  12. rawdawg thread starter macrumors 6502

    Jan 7, 2009
    To update everyone and hopefully relieve some stress for others going through this -- The reason I had no sync button was because I needed to checkmark in preferences > Advanced > Allow creation of vaults outside of 1Password accounts.

    What is frustrating is how the hell was I supposed to know that? It wasn't written anywhere. In fact I asked the kind person helping me multiple times if there was a manual or some instructions I could read but he never responded to that specific question.

    I believe this application will be awesome to use and I already like it a lot. I feel bad about my critical subject line, but at the same time am very puzzled as the lack of proper instructions. So in that regard I cannot feel too guilty.
    --- Post Merged, Feb 10, 2017 ---
    At the time they replied on macrumors I was already in touch with someone at the company. It has taken 3 days to mostly resolve my issues because they refuse to offer support over the phone. It's been a series of 7 back and forth emails that I've needed to fit in between actual work I get paid to do. This could have been resolved in 5 minutes over the phone -- or even better if they ******* HAD A MANUAL!
  13. RedTomato macrumors 601


    Mar 4, 2005
    .. London ..
    Been syncing 1password through Dropbox for the last couple of years. Working perfectly fine.

    It's not perfect (too confusing for some people in my family) but I love it and wouldnt be without it. Not a fan of the new monthly Accounts approach though. I am avoiding converting to Accounts - I prefer my software with one-time payments - though I do understand regular payments are the Holy Grail for a company's cashflow, planning, and sustainability.
  14. CoastalOR macrumors 68020


    Jan 19, 2015
    Oregon, USA
    There is a PDF manual available. Click "Help" from any CCC page, scroll towards the bottom right of the Help page and then click "PDF Documentation".
  15. dyn macrumors 68030

    Aug 8, 2009
    Then you are clearly refusing to read them. They have documentation on their website and the app is like any other OS X app and thus comes with a help function (it's even titled "Help" with the first option "User guide"!).

    The issues you are having are caused by the fact that you are using their cloud service (you screenshot clearly shows a connection to 1password.com which the standalone version does not have at all) and want to use it as it was their standalone (offline) version. Agilebits made a bit of a mess of the 1password.com site and their documentation where they never make it really clear that there are actually 2 different version of 1Password and what those differences are (the wording is simply too fuzzy or written for the standalone version; most likely the documentation is a bit out of date which is quite often the case). Luckily most of the documentation isn't that far off so with some thinking you can get things to work plus their forums usually have the answer.

    I just wish they would make the difference between the cloud and standalone version more clear. For one, they need to stop hiding the standalone version. To give an example: download the app and try creating a new local vault.... You need to click the "More options" button under the "Used 1Password before?". Nobody is going to look for "create new" under an option called "used before?". Just put it in plain sight with the rest of the options!

    Apart from all that, you are going to appreciate 1Password when you use one of the other applications. It just does it so much better than the rest.
  16. jeyf macrumors 65816

    Jan 20, 2009
    marketing can push some of these old applications only so far.
    need to invent something new
  17. BasicGreatGuy Contributor


    Sep 21, 2012
    In the middle of several books.
    What in the name of cognitive thought does this mean?
  18. jeyf macrumors 65816

    Jan 20, 2009
    AgileBits (OnePassword) is doing a $6 monthly subscription service
    password management is an established concept. the company could maybe invent the new must have app
  19. Phil in ocala Suspended

    Phil in ocala

    Jul 14, 2016
    I used Canary/Chrome for mac...it remembers passwords you want...it asks you if you want to save the password and it does not cost a cent...never failed me....but some people would rather pay money for a password app.
  20. jeyf macrumors 65816

    Jan 20, 2009
    i had a license issue, sent tech support an email, got an odd reply back so i bought another license.
    whatever makes it work

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