iNoodles4118
Level 1 (8 points)
iTunes

Q: Reset Password page says "is not an apple id"

We recently replaced a hard drive.  After restoring stuff, I tried to play a song on iTunes and got the message saying "This computer is not authorized..." and it gave me a chance to enter the password with the Apple ID already filled in.  No password worked, so I just clicked "Forgot?" and was taken to the Apple page to reset the password.  The Apple ID was already entered, so I clicked "continue".  At that point, however, the page popped up a message saying "<myemail@address> is not an Apple ID".

 

I don't understand because that is the email address with which the song was purchased.  What do I do now?

 

iTunes 12.3.2.35

Windows 7

iTunes, Windows 7

Posted on Apr 6, 2016 6:37 PM

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iNoodles4118

Q: Reset Password page says "is not an apple id"

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  • Helpful answers

  • by brenden dv,

    brenden dv brenden dv Apr 8, 2016 6:48 AM in response to iNoodles4118
    Community Specialists
    Apr 8, 2016 6:48 AM in response to iNoodles4118

    Hi iNoodles4118,

     

    Welcome to the Apple Support Communities! I'm sorry to hear that you are having these issues with iTunes and your Apple ID. I'm a bit unclear if the Apple ID that was already filled in on the authorization page when you tried to play the song is your current Apple ID, or possibly a previous or even an unknown ID. You may want to double-check to see what Apple ID the song was purchased under, as outlined below:

     

    Check iTunes for previous purchases 

    If you previously bought something in the iTunes Store, you can check which account was used to purchase it.

       Apple ID, iTunes

    If the Apple ID has changed since, then the name in File Info won't work.

    1. Open iTunes.
    2. Click one of your purchases. You can find your purchases under My Music or Playlists.
    3. Choose File > Get Info.
    4. Click the File tab.
    5. The ‘purchased by’ will show your Apple ID in parenthesis that was used to buy the item.

    If you find your Apple ID, but still don’t remember your password, reset your password.

     

    If you forgot your Apple ID - Apple Support

     

    If this is your current Apple ID, you should be able to verify that your password is correct and working by going to the main Apple ID page:

     

    Manage your Apple ID

     

    You may also find the information and steps outlined in these articles helpful:

     

    Authorize your computer in iTunes - Apple Support

    If iTunes repeatedly prompts you to authorize your computer - Apple Support

     

    Regards

  • by iNoodles4118,

    iNoodles4118 iNoodles4118 Apr 10, 2016 8:25 PM in response to brenden dv
    Level 1 (8 points)
    iTunes
    Apr 10, 2016 8:25 PM in response to brenden dv

    Hi Brendan,

     

    I did as you suggested by finding out the Apple ID that was used to purchase the song.  Yes, that's the same Apple ID that is presented when I try to play the song.  When I try to play it, here's what I get:

     

    appleId.png

     

    So, I then click "Forgot?" and a browser is opened to the password reset page.  That page has the same Apple ID filled in, so I click on "Continue".  At that point, here's what I get:

     

    appleId2.png

     

    So that's why I'm stuck.  Clearly, it's a valid Apple ID since that's what was used to purchase the song.  But, the password reset site claims that it is *not* an Apple ID.  Any other suggestions?

     

    Thank you for trying to help!

  • by brenden dv,

    brenden dv brenden dv Apr 12, 2016 2:11 PM in response to iNoodles4118
    Community Specialists
    Apr 12, 2016 2:11 PM in response to iNoodles4118

    Hi iNoodles4118,

     

    Thank you for using the Apple Support Community. Given the nature of the issues you are describing and your current configuration, you may be better served by reaching out to one of Apple's other available resources for more direct assistance - https://getsupport.apple.com/GetproductgroupList.action

     

     

    Regards

  • by iNoodles4118,

    iNoodles4118 iNoodles4118 Apr 13, 2016 5:19 PM in response to brenden dv
    Level 1 (8 points)
    iTunes
    Apr 13, 2016 5:19 PM in response to brenden dv

    Well, we managed to figure it out.  The Apple ID (email address) that was used to purchase the song was changed to use a different email address.  Apparently, though, the original Apple ID (email address) is somehow stored with the song and is not updated when the email address is changed.  So, to unlock the song, we entered the new email address with the known password and that caused the computer to be authorized.

     

    Very confusing, so hopefully these posts will save someone else some time.

     

    Thank you for your replies and trying to help.

  • by brenden dv,

    brenden dv brenden dv Apr 14, 2016 2:04 PM in response to iNoodles4118
    Community Specialists
    Apr 14, 2016 2:04 PM in response to iNoodles4118

    No problem, glad to hear you were able to get it sorted.

     

    Cheers