Currently Being ModeratedSep 18, 2012 9:27 PM (in response to timesawastin)
It's good to hear your good news. My iTunes store advisor sent me an email yesterday, telling me to contact the Security Team. She gave me some instructions which were missing a step so i wasn't able to find the destination she was sending me to. I sent an email from the link she sent, and tonight got a reply from another iTunes advisor, very apologetic about the delay and then explaining in detail how to get to the page where you're given options to call apple now, call apple later or one other that i don't remember right now, i was at that page closer to the beginning of this odyssey. i guess i'll try to contact the security team, but the advisor who emailed me today warned that there might be a long hold time because of "higher volumes than expected." It was a good email, i got the feeling that my issue mattered, there's a lot to be said for that. So, i need to arrange a time when i can be on hold for a long time, probably not until Saturday. But it's helpful to hear your experience, and to have the idea of asking for a supervisor if my Security Team contact says they can't solve my problem. Thanks and congratulations. i love my iPhone. Even with all of this stuff going on, i would not return it. It's that good. For me anyway, it's scary to think of how much i depend on it to meet various needs that i once didn't know i had. LOL.
Currently Being ModeratedSep 23, 2012 11:42 AM (in response to Chris CA)
iv had the same problems as everyone else by the sounds. i think when i had my ipod 4 i may have tried buyin something when i didnt have the funds not thinking by mistake (my fault entirly and i cant think what else the problem could be if this is not the case) but is their a way to sort this out as i dont fancy starting a new account as i have bought far too much stuff from your store could you send a reply to my email if possible thanksk
Currently Being ModeratedSep 23, 2012 11:42 AM (in response to coxi89)
iv had the same problems as everyone else by the sounds. i think when i had my ipod 4 i may have tried buyin something when i didnt have the funds not thinking by mistake (my fault entirly and i cant think what else the problem could be if this is not the case) but is their a way to sort this out as i dont fancy starting a new account as i have bought far too much stuff from your store could you send a reply to my email if possible thanks
Contact iTunes support.
FYI: I HIGHLY recommend you do not post your email address for everyone in the world to see.
Currently Being ModeratedSep 24, 2012 8:13 AM (in response to DrNoir)
My Apple ID has also been disabled. I called Apple Support and they sent me to expresslane.apple.com. After reading all of these posts and not being too confident that the issue would be resolved in 48 hours as the Apple Expresslane stated, I called again and asked to be sent to the the Itunes Security Support group. After a little discussion, I was transferred to Security who then recommended me back to expresslane.apple.com. He said that it might take some time due to the release of the iPhone 5.
Disappointed with Apple support but hoping that I will have this resolved in 48 hours rather than the weeks and weeks mentioned in this thread. I have never dealt with a company that can't respond to ID/Password issue with a phone call. Wow.
Currently Being ModeratedSep 24, 2012 3:34 PM (in response to DrNoir)
So, a week ago, i got an email from the iTunes store customer support, following up on my other emails back and forth with another rep, about this issue, my disabled account. The email said to contact Apple phone support and tell them i need to talk to the account security team. After warnings of long hold times, i didn't try to call until today, i have the day off and have the time.
I just got off the phone from apple support. The guy really tried to help. He spent a long time and we went through various efforts to solve the problem.
I have three Apple IDs. The one that's disabled is my oldest one, going back many years. When i first created it, it was just so i could use the discussion forums, there was no iphone in those days. There were no security problems. i don't know what year that was.
So today, the rep asked me the serial number of my device. i gave him my current iPhone serial number. That did not work. He asked me my DOB. It didn't work. He asked the name of my pet. That answer was correct and helps me to narrow down time frame somewhat, it had to be after early 2006, the pet name tells me that.
He asked if i could get the S/N of my previous iPhone, the one i replaced a year ago. I searched while he held on the phone but couldn't find it. He said to check iTunes to see if i had a back up of it there. I did, and i gave him the S/N, but it didn't work.
He asked if i had other devices that i would've linked to that apple ID. i have quite a few possibilities. I have a list of Apple devices showing AppleCare expiration dates on computers I've used since 2002 or so (it just shows the applecare expiration dates, not when i got the computers). So i began going through that list, giving him serial numbers.
After the third S/N i gave him, he said he couldn't make any more attempts because it would lock the account. I can call back in 24 hours and try guessing some more serial numbers until i run out. He said what i really need is the expiration date on a visa card i was using at the time that i set up that Apple ID. I would have no idea. I've had several cards since whenever that was, now and then a card will get suspiciouos activity and i'll have to replace it. I don't have the expiration dates for all those cards. who does?
So, i asked him if Apple was working on get other ways that people can prove who they are. He wasn't sure.
This is crazy.
Currently Being ModeratedSep 25, 2012 12:54 PM (in response to DrNoir)
My issue was actually resolved. Call 1-800-275-2273. Ask for somebody in the Account Security team to help. Talked to Quinn first, then Tory in Account Security. He couldn't find my Ipod serial # attached to my account (??) but was able to verify the account with other security questions and re-enabled it. I still have 3 $1 charges sitting as pending in my cc account that he told me Apple sends out to check to make sure the cc acct is valid (huh?), but apparently these never go through and fall off the account. The charges hit each time I tried to purchase something before I got the "Apple ID is disabled" error message. One of those have fallen off, so I'm hoping that the other 3 will as well. Good luck everyone. What a mess.
Currently Being ModeratedSep 27, 2012 4:05 PM (in response to linpinpin)
My account was disabled for a few weeks. I read this thread and contacted Apple Support using NOLA Girl's advice. I sent an email and got a reply the next day. I clicked on the email'd link and got a call back in less than 5 minutes and all is good again.
Currently Being ModeratedSep 30, 2012 10:49 AM (in response to DrNoir)
I'm at 9 weeks, over 22 calls, 11 emails, 2 visits to Apple stores - nothing works to get an answer. This is a BROKEN process at Apple which appears to have nobody responsible. I've got so many things tied to this account, that it is not worth it for me spending all the time and effort fixing something Apple should do as part of normal business. This is what no competition in the market gets you... I'm buying an Android device today and will never come back to Apple - a real shame.
Currently Being ModeratedSep 30, 2012 10:59 AM (in response to NOLA Girl)
NOLA Girl wrote:
I have never dealt with a company that can't respond to ID/Password issue with a phone call. Wow.
and you previously never called a company that has over 500 million user accounts.
Currently Being ModeratedOct 1, 2012 2:43 PM (in response to Chris CA)
Well, I also have this problem.... have tried several things and nothing works. I have a Verizon iPhone, so why would I need to pay apple for "Apple Care" when Verizon warrantees my Phone, not Apple. They just made it. In response to "and you never previously called a company that has over 500 million user accounts": any decent company that has only 50 accounts or 500 million accounts, spends the resources to cover those accounts, the more accounts you have, the more money you make... Come on. I resisted the iPhone thing for a long time, but the Siri ads sucked me in. Wish I had resisted further, then I would be able to install whatever software "I" wanted to, on myPhone, with out some pirate JB software running in the background. You may have the marketshare now, but if this keeps up, you won't.
Currently Being ModeratedOct 1, 2012 2:56 PM (in response to Stephenfromga)
I had the problem for weeks. I posted on here complaining as well. But basically, I called up Apple Care and got them to transfer me to iTunes Account Security -- I had to wait on the phone for an hour to get connected to them finally because, as you can imagine, call volume is high.
They asked me a few questions and then I was set. No problems since.
Its a disgusting thing that the company has done in leaving the customers affected in the lurch like this. I'm surprised that more media organizations haven't made a bigger deal out of this.....
Currently Being ModeratedOct 1, 2012 3:12 PM (in response to Stephenfromga)
Well, I also have this problem.... have tried several things and nothing works. I have a Verizon iPhone, so why would I need to pay apple for "Apple Care" when Verizon warrantees my Phone, not Apple.
Why do you think you need to pay for AppleCare?
And Apple, not Verizon, warantees the iPhone.
Currently Being ModeratedOct 1, 2012 3:21 PM (in response to nycanary)
nycanary--me too, i wish the media would take an interest, simply because i think then my problem could be fixed. I'm about to call Apple about this right now, now that i'm done with some errands for today, but i'm sick of having to make time for this with no results, just a waste of precious scarce time. I called them last Monday (i have Mondays off) and was told that they could only re-enable my account if i could tell them the expiration date on the credit card i used when i set up the account. ????? That was years ago. I gave them my current card expiration date and that was wrong. Other security questions they asked me, i had the right answers for, but they needed to know that expiration date on a long ago deleted account. This is just not fair. If they want to verify that i'm the account holder, they could just send me one of those 'reset your password' emails and i could click on the link and reset the password. But whenever i try that on their website, i get the email, but the link in the email is dead. It should be on Apple to send me an email with a working link, or send me the html for the link so i can copy and paste it into my browser. That's what i'm going to say when i call them right now. i hate wasting my time. If i could get the problem solved, then i wouldn't mind the time, but it's all for nothing. :-(
Currently Being ModeratedOct 1, 2012 3:51 PM (in response to DrNoir)
Just wanted to post an update. At Apple's instruction I used the Apple Express Lane:
Select iTunes and then iTunes Store.
I spoke with some one there for a long while, she finally bumped me up to her supervisor and he researched the issue. He called me back and I had to wait an hour on hold (he warned me) to reach someone in security. After I verified my identity, she was able to request a reset. I had to wait 24 hours and then reset my password. She told me that there had been a security issue with my account that caused the account to be disabled. All in all, it took 4 days, over 5 hours on the phone and speaking with 5 or 6 Apple employees.
Everyone I spoke to could not have been nicer or tried harder and the woman from Security forwarded an evaluation form for me to complete. I included all this information in the evaluation. The people are great but until you get to the right person, some seem unaware of the issue and it is a challenge to reach the right person. Once I reached security, it took 20 minutes and a 24 hour wait for reset.
Good luck all