10 Replies Latest reply: Oct 20, 2007 11:18 AM by Tristan Hubsch
Tristan Hubsch Level 2 (210 points)

I've purchased several DRM albums and would like to upgrade them to the non-DRM version. The Help file directs to the FAQ, which states: "Any available upgrades will be shown on the Upgrade My Library page".

WHERE is that page supposed to be?

Thanks, Tristan

P.S. I realize the answer may be staring me in the face, but... hey, so it's a few easy points for a clear answer.

Intel(igent) MacBook Pro, Mac OS X (10.4.10)
  • StarDeb55 Level 6 (19,685 points)
    Try clicking on the iTunes Plus link on the right side of the main store window.
  • Tristan Hubsch Level 2 (210 points)
    Hi StarDeb55,

    OK. On "my" iTunes Plus page, there's a pop-up menu with genres, and four frames: "Top Albums", "What's Hot", "Top Songs" and "Featured Albums"; no "Upgrade My Library" that I can see.

    One of the albums, KT Tunstall's "Eye to the Telescope" is in the "Featured Albums" frame. This I have purchased as a DRM album. Clicking on that brings up the album, with the "+" prices at $0.99, not the $0.30$ pgrade price.

    What gives?

    Thanks, Trisan
  • StarDeb55 Level 6 (19,685 points)
    If that page is not showing that your library has any available upgrades, you will have to e-mail the store explaining what's going on, & how to proceed to get your upgrade.
  • Tristan Hubsch Level 2 (210 points)
    Hi, StarDeb55:

    Thanks for the prompt response. I've just submitted an e-mail following the "Support" link in the top-right corner of iTunes' home page, through the iTunes support web-page. I'll post here what transpires.

    Thanks, Tristan
  • pink_snow Level 1 (45 points)
    Paste this link in the address field of Safari:
  • StarDeb55 Level 6 (19,685 points)
    This is the page I directed the poster to earlier.
  • Tristan Hubsch Level 2 (210 points)

    First off, Pink_snow, I also followed the explicit link you gave, and in response, iTunes Plus has a proud statement in the top right corner, "Your iTunes Plus music is currently up-to-date." (?)

    Following the previous suggestion by StarDeb55, I used the iTunes' web pages to send them an e-mail explaining the situation and received the following response:

    I understand you have been unable to upgrade your iTunes Store purchases to iTunes Plus. I apologize for any inconvenience this may have caused you.

    The DRM protected songs you purchased may have been modified since you purchased them, so the iTunes Store does not recognize them as the same items anymore. Therefore the iTunes Store will not allow you to upgrade these items to iTunes Plus and unfortunately there is no way for us to force it.

    iTunes Plus songs, music videos, and albums are now available at the same price as the previously available versions that were protected by digital-rights management (DRM). The iTunes Plus version will always be presented if it is available for purchase. Music on the iTunes Store available in iTunes Plus will no longer be available as 128 kbps and with DRM.

    To learn more about iTunes Plus, please see:


    Again, I apologize for any inconvenience this may cause you. Thank you so much for being an iTunes Store customer; we really appreciate your business. I hope you have a wonderful day!

    Warmest Regards,

    My response:

    The only modification that occurred is:

    - copying the iTunes library from my old computer to the new one
    (and deleting the old account since I pass my "old" computers
    to my students)
    - playing the songs with iTunes.

    I fail to see how either of these actions on my part should invalidate the upgrade! I have been a loyal Apple customer for over two decades, but find this to be an unacceptable explanation for what seems to be a bug in the iTunes - iTunes Store software system.

    I realize that you cannot personally change how this works, but would greatly appreciate of my qualm could be forwarded to someone who can.

    To which another iTunes rep said:

    I'm very sorry to hear that you were not satisfied with the last response provided to you. I understand your concern and frustration. I am happy to provide an avenue should you wish to forward your dissatisfaction.

    Tunes Store Customer Support is happy to help you resolve issues with iTunes and its existing features and services. If you would like to submit feedback about iTunes Plus, please visit this page:

    iTunes Feedback

    As part of submitting feedback, please read the Unsolicited Idea Submission Policy linked to the feedback page.

    I hope you continue to enjoy your iTunes Store purchases. Thank you for being a loyal iTunes Store customer. Have a wonderful afternoon.

    So, yes, I will submit a feedback. However, I doubt anything useful will happen: somehow, in copying the iTunes Music folder from the old to my new computer, de-authorized the old computer and authorized the new one, iTunes lost the information it apparently needs to recognize that a song is eligible for the upgrade.

    For my taste, however, they could dispense with the vapid platitudes...

    So, unless this bug gets resolved, the question will remain open---both of your comments having been helpful.

    Thank you, Tristan
  • NoName Level 6 (12,830 points)
    Have you indeed verified that the DRM-protected purchases you've made are now available in iTunes Plus format? Not everything in the store has been replaced yet. That's the place to start.

    In the worst case scenario, you (and the iTunes Store) should be able to review your history of purchase transcations, and in that way be able to proceed along some sort of satisfactory upgrade path.

    P.S. I'm not sure whether it's against the forum rules to copy and paste personal e-mail responses you've received from Apple, but in any case, I think it's not in good forum etiquette to do so.
  • StarDeb55 Level 6 (19,685 points)
    Tristan, copying your files onto a new computer is not the issue when the store stated that the files may have been modified. What the store means is that the files may have been modified by the content providers on the store end, & that's why they are not being recognized as upgradeable.
  • Tristan Hubsch Level 2 (210 points)
    Hi NoName,

    Yes, I have verified that (at least some of) my DRM-version purchases are now available without DRM; see my first reply in the thread.

    The very logical idea: "to review your history of purchase...", which I myself had in mind and so provided a list of songs, and which I believe StarDeb55 also had in mind, was not offered by the iTunes reps. The second rep however did offer to "provide an avenue should wish to forward your dissatisfaction"---which I will, and will report here on any progress.

    P.S. While copy-and-pasting
    personal e-mail is definitely poor taste, if not flagrantly against the forum rules, I posted the unadulterated, official customer rep responses from iTunes so as to indicate to other readers of this forum that, well, the very logical idea won't fly. Just in case someone else experienced the same problem. That is also the reason I will post whatever transpires in the efforts to resolve my problem, and should like to hope that it might help someone else.

    Please recall also that I had originally imagined that I have somehow been blind to a link that would have directed me to the (working) upgrade options. As it turns out, life is stranger than fiction.

    Cheers, Tristan