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Suddenly locked out from iTunes Connect. What could be the problem?

I've been using iTunes connect without any problems until last Friday (July 18th). Since then, I can't login any more and get the message "Apple ID does not have permission to access iTunes Connect". My Apple ID is fine with all other services (Radar, ADC, iPhone Dev Portal, this forum), and hasn't changed for years.

I tried to contact Apple support, but apart from a not working suggestion to enter my apple ID without a space in it (as it is an old ID, it consists of my name as two words, not the email address), I got no response.

As this effectively *locks me out of iTunes Connect and my Application* waiting there for review, I'm really getting annoyed. My app is in there, I can't check, modify, update, adjust metadata or anything, and nobody at Apple seems to care.

It seems that they changed something in the iTunes connect login end of last week. Anybody who has similar experiences or ideas what could be wrong, or what support channel to contact at Apple to *get a response* before Holiday season?

Thanks for any hints!

MBP 17" 2.5 GHz, 4GB RAM, Mac OS X (10.5.2), I want my iTunes Connect Account back!!!!

Posted on Jul 24, 2008 8:31 AM

Reply
66 replies

Jul 27, 2008 11:33 PM in response to centic

Hi there...

if you changed your ADC-Login manually via the ADC Member Page than iTunes Connect wont get it! I did this as well and locked me out.

Try changing back your login to the one you used before on the ADC Member page, then login to iTunes Connect (this should work again then). Now, in iTunes Connect, go to your profile data and change your ADC Login there. This change will be send back to the ADC database, so afterwards you can login everywhere with your new login (i.e. Dev Portal, iTunes Connect, ADC Members etc.).

This was how it worked for me, your mieleage may vary.

Best of luck!
Markus.

Jul 28, 2008 2:17 AM in response to Markus Stöbe

Thanks for that hint, Markus.

In my case however, I did not change the ADC login, nor did I any other change to my profile, neither in iTunes Connect, nor in ADC.

But your experience seems to show that iTunes Connect keeps the relation to the ADC login by name. So my guess is that for some reason the iTunes connect user name was changed, and now does not fit my ADC name any more. One indication I have for this is the suggestion I got from Apple that my apple ID should be entered as one word without spaces, but my Apple ID consists of my name as two words. Maybe they have run some normalisation procedure over the iTunes Connect logins that has cleaned out the space from my ID and therefore it does not match the actual ADC login any more (which still has a space).

I'll do some experiments along that line, and let you know if I succeed.

Jul 28, 2008 2:38 AM in response to luzluz

Thanks to your hint, Markus, I found the solution!

In fact, Apple apparently did some cleanup in the iTunes Connect login ID database. My original ID which was my name in two words, with a space in between, and both with uppercase first characters apparently got "cleaned" to a single all lowercase word with no space between first and last name.

What I did was to change my Apple ID in the ADC member profile to match the cleaned iTunes Connect version, and voila, I can login again.

In my case I had an indication what my "cleaned" version of my Apple ID probably is, because of one support answer suggesting to login with the all lowercase, no space version of my Apple ID. But I guess once you know that some cleaning process was ran over iTunes connect login IDs, you might be able to guess yours (no spaces, all lowercase, and probably no other special characters).

I'll report that back to Apple. I find it a bit strange that they seem not aware of what they did to their iTunes Connect login database and need external try and error research from us to solve the problem... In addition, I think this set up holds a massive security risk.

Jul 28, 2008 3:36 AM in response to Markus Stöbe

Thanks for the suggestion Markus. Unfortunately I'm still out of luck, though glad to hear others got in.

My ADC Apple ID is an email address and I changed both the Email address and Apple ID a few weeks ago. I tried changing them back to my original Apple ID and it still won't let me into iTunes Connect.

Another thing I tried (on https://itunesconnect.apple.com) was seeing if it could find my Apple ID. When I use the Forgot Password option it definitely does find my Apple ID and doesn't find variations of the ID. I wonder which database its looking for that ID in - an iTunes Connect specific database, or a site wide centralized user authentication database?

Time to get onto Apple support I think.

Jul 28, 2008 4:07 AM in response to Mike @ ZipZest

It seems that the iTunes connect is a two step process: First your credentials are verified using the centralized Apple ID authentication database. If you pass here, in the next step your Apple ID string will be used to find the iTunes connect account (one iTunes connect account can have more than one authorized user). If no account is found, you get the "Apple ID does not have permission to access iTunes Connect." error.

For this second step, iTunes connect apparently maintains a list of Apple ID strings literally, and somehow these got cleaned, normalized, mangled (ymmv) between July 16th and July 18th so they don't match the Apple ID (in some cases) any more from which they were once derived.

For those that never could login since they registered, I guess the automatic transfer of the Apple ID to iTunes was done with an unexpected name mangling in the first place. So I still think it might be worth trying to reverse engineer that mangling algorithm. In case of email addresses, maybe they filtered out less common characters like "-" or "_", so creating an Apple ID variant without these (if your email address does contains them) could help.

Jul 28, 2008 9:52 AM in response to Alex Zubarev

Sorry Alex, my suggestion was probably misleading.

It certainly does not help to change the Apple ID to some arbitrary new text with no special chars and spaces. Only if you can guess what the normalisation/cleanup process in iTunes Connect did to the copy of your Apple ID stored in iTunes connect, that might help.

In my case, removing the space and using all lowercase did the trick because that was in fact the modification that had happened in iTunes connect. With email addresses, I see no obvious normalisation/cleanup that could have happened, except maybe eliminating uppercase and eventually "-" and "_". But if your email address already was all lowercase, I'm out of ideas..

But I'd try the hint from johnnylundy (see above) to click the activation link again, maybe this can re-establish the broken link between Apple ID and iTunes Connect (I haven't tried, but would make sense).

Jul 28, 2008 12:56 PM in response to luzluz

I have had a hard time getting in as well. What was weird for me was I originally had just a "regular" Apple ID but then one day I tried to log in and it told me that it was now my email address. Of course, this has screwed up my ability to get into iTunes Connect and my phone call to Apple has been escalated to "we'll call you about your email sometime later".

Jul 28, 2008 3:19 PM in response to darkpegasus

Sorry if you misunderstood me, my apple ID hasn't arbitrarily changed, or been changed purposely for that matter - at least not that I remember; but just to be sure I did try to log in with my only possible alternative (my previous email) and that didn't work either. Any other suggestions or people who didn't change their ID and still are locked out?

Jul 29, 2008 2:32 AM in response to Alex Zubarev

Still no luck but after playing around with iTunes Connect login a bit more

A few more things I've bashed my head off the wall with:

- dug out my original signup ADC mail and set Apple ID back to original
- tried mangling my Apple ID to remove the @ and . from the email address (in lots of different combinations with both original and changed Apple ID)
- played around with case sensitivity, so far the case of the Apple ID doesn't matter for ADC login

Arrrgh!

Jul 31, 2008 2:54 AM in response to luzluz

Still no emails; it's been over two weeks. I cannot believe Apple are treating me and others like dogs. Why hasn't any official from Apple made a comment on this thread? Supposedly, we are in a business agreement with Apple, and hence should demand either compensation or some service! Hello? Anybody from Apple? Can we PLEASE get a comment on this? Dealing with this has been an absolute nightmare, and personally I want my 99$ (actually it's 130$ here in Sweden) back, an apology as well as a working iTunes Connect account; anybody who's had to put up with this ** should settle for nothing less.

Suddenly locked out from iTunes Connect. What could be the problem?

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