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Level 1

4 points

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

66 replies

Jul 31, 2008 11:26 AM in response to skwead

All I can tell you is they told me to try again clicking the Activation Code link and it worked.

Now the Portal itself is whacky in that it resets itself to the main page all the time when there is a lot of traffic on it.

If re-clicking the code link doesn't work, you might try the magic email address. It's the first initial and last name of the Apple CEO AT apple.com.

fdezjose

Level 1

2 points

Jul 31, 2008 12:17 PM in response to johnnylundy

lol @ johnny, maybe that's going to be ultimate solution. :-p

Now seriously, this is crazy... I'm having the same problem, haven't changed my Apple ID ever, don't have strange character on it and cliking again the activation links returns +"We are unable to process your request."+ Who's in charge of iTunes Connect Operations & Managment (or similar) team? The same ones that launched mobile me?

I hope this get fixed soon.

Jul 31, 2008 3:52 PM in response to fdezjose

Well I did send an email to the magic address - whether or not that triggered a message to IT to get my account un-hanged is unknown.

I've only used that technique twice before, and only for things like this.

I know for sure that several people have gotten replies almost immediately over the years. I got an almost immediate email once when I was trying to get help for a friend of mine who couldn't order the G5s that he wanted.

fdezjose

Level 1

2 points

Aug 1, 2008 12:59 AM in response to johnnylundy

Keep us informed if you get a reply, please. 🙂

Aug 1, 2008 2:53 AM in response to johnnylundy

I'm not sure if I understand clearly: Have you already sent an email to the magic address and now its fixed?

After multiple emails and ringing Apple I've been told my problem has been escalated. I'm beginning to suspect they've escalated it into a rubbish bin.

Aug 1, 2008 8:59 AM in response to Mike @ ZipZest

Mike @ ZipZest wrote:
I'm not sure if I understand clearly: Have you already sent an email to the magic address and now its fixed?

Yep. A week ago after no reply to all my other notes sent to the "Contact Us" link and not getting through on the phone.

I have no idea if that was what did it but I got a brief reply saying to click the Authorization Code again and it worked.

BUT... since then, randomly the Portal craps out and says my ID is deactivated. I have to quit and restart Safari to cure that.

Other times, the Portal just bails and returns me to the main iPhone Dev Center page.

After multiple emails and ringing Apple I've been told my problem has been escalated. I'm beginning to suspect they've escalated it into a rubbish bin.

My feeling is that address should of course not be abused (I have only used it I think 3 times) but it's the most likely of all avenues to get results. Without flaming, of course. People are paid a lot to handle what comes in there.

razzler

Level 1

12 points

Aug 3, 2008 6:00 AM in response to johnnylundy

Hey,

I'm joining this party a little late but I wanted to pass on that they were actively resolving at least one bug in the contract / financial information data entry pages this past week. In our error, the banking information form thought our bank was in Japan for some reason and was not allowing the address to be confirmed.

The apple support personnel I emailed with acknowledged it was a bug and that it had been fixed.

This does not sound like the same problem explained in this thread, but it may be worthwhile to know that they are fixing problems as they come up--so be sure to report them as you can.

luzluz Author

Level 1

4 points

Aug 3, 2008 7:34 AM in response to razzler

Sure Apple is working like mad fixing bugs and improving all their services around the iPhone, I never had a doubt about that.

However they *do not communicate*, that's the problem. If I only got a single email response saying "yes, we had some DB migration problem in iTunes Connect, causing some users to be locked out. We're working on it" this would have helped.

fdezjose

Level 1

2 points

Aug 3, 2008 11:12 AM in response to luzluz

I'm still unable to access iTunes Connect, I've sent an email to ADC Support, I called them and still nothing... I'll wait until tomorrow, and if it doesn't get fixed I may have to use the magic address... this is nonsense...

Aug 3, 2008 11:36 AM in response to fdezjose

I've been holding off on using it as well.

Since there's a few of us with the same problem would it be worth contacting the special address as a group (that might help get it taken more seriously)?

Who else still has the problem with iTunes Connect? Maybe add names below:

... Me (Mike @ ZipZest)

fdezjose

Level 1

2 points

Aug 3, 2008 4:21 PM in response to Mike @ ZipZest

Nobody from Apple read this forum? Your help would be appreciated! 🙂

Aug 5, 2008 4:08 PM in response to luzluz

I have the same problem... i paid for the 99 dollar subscription to standard ADC program. Developer Portal works fine. but when i try to access itunes connect i get the "Apple ID does not have permission to access iTunes Connect."

I contacted them via the "contact us" form. Haven't gotten a replay ( besides the automated support email).

I called them this morning. The guy asked me to clear all my browser history and what not. Took a few minutes ( dunno what he tried to do ) then told me to try again. Didn't work. so then he gave me the infamous "I'm going to escalate your problem, here's your reference number" and hung up.

So im going to give it a few more days. If still no luck. i will have to sign up with a different account and pay the 99 dollars again . Hopefully the next time i sign up... it works.

fdezjose

Level 1

2 points

Aug 6, 2008 2:08 AM in response to FarrandDev

I'm FINALLY able to access iTunes Connect! I've emailed and called so many places that I don't know who to thank for this.

FarrandDev send an email with your case to those addresses:

devprograms@apple.com
itunesadmin@apple.com
itunesconnect@apple.com

Hope you get it fixed soon.

Message was edited by: fdezjose

ddrei

Level 1

0 points

Aug 7, 2008 7:47 AM in response to luzluz

i have the same problem now 😟

my login works at the iphone dev side, itunes store and some other places. but itunes connect won't let me in at the moment.

great stuff, i wanted to edit my app so it finaly gets out in the open.

i really, really have the feeling that apple gives a crap about us...

Aug 7, 2008 8:02 AM in response to FarrandDev

FarrandDev wrote:

So im going to give it a few more days. If still no luck. i will have to sign up with a different account and pay the 99 dollars again . Hopefully the next time i sign up... it works.

Use one of your Tech Support Incidents before you pay the $99 again - those are guaranteed to get a reply.

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