45619 Views 13 Replies Latest reply: Mar 2, 2010 5:52 AM by joshie1001
My Correspondence with Apple
+I have been unable to purchase anything via itunes with my master-card debit card.+
+The details are correct, expiry date is in 2012 and I have sufficient funds. I have been to the bank and there is nothing wrong with my card.+
+I am trying to purchase an $30.00 itunes voucher for my girlfriend for Christmas. There are also two phantom transactions 2x $1.00 that I think are not correct that were billed today 23/12/2009. This should not be correct.+
+Thanks in Advance+
Thank you for contacting iTunes. My name is XXX and I will be very glad to assist you in this regard.
I'm sorry to hear that you haven't been able to make purchases on the iTunes Store with your credit card. I know this is frustrating, and I will try to provide as much information as I can to help you resolve it.
Adrian, the iTunes Store has been unable to verify an authorisation from your credit card company. There are several possible reasons for this: Not Possible, went to the bank, they verified everything is ok, and besides it is a Commonwealth Debit MasterCard, not a credit card
- Your credit card company's servers may have been busy. Trying again later may resolve the issue. *Not Possible*
- Your card may not have been activated yet. If so, you will need to activate it. NO
- You may need to call your credit card company before the authorisation is approved. *Been Approved for months, I actually bought snow Leopardi with the same card*
- You may need to ensure that you correctly located the credit card's security code. To see instructions for locating the security code, choose View My Account from the iTunes Store menu, sign in to your account, click Edit Payment Information, and then click the "What is this?" link next to the Security Code field. *YES, I did that*
- You're billing name or address does not match the address listed on your credit card statement. Any discrepancy in punctuation, abbreviation, or capitalisation can cause errors, which might prevent you from purchasing from the iTunes Store. If you moved, or if your zip code changed recently, ask your credit card company to make sure its records are up to date and match exactly what you are entering as you're billing information. *I checked it, and Renamed it to all possibilities*
Please follow these steps to confirm or update your account information:
1) Go to Apple's My Info page: http://myinfo.apple.com Done
2) Choose your country and preferred language from the pop-up menus. Done
3) Enter your iTunes Store account name and password and then click Log In (or Continue). Done
4) At the My Info Welcome page, click Address Book on the left. Confirm or edit your information. Done
5) Click Phone Numbers on the left. Make sure the area codes and phone numbers are entered correctly in their respective fields. Done
6) Click Save Changes. Done
Once your information is updated, try placing an order on the iTunes Store again. If the iTunes Store still cannot obtain an authorisation for your card, it means that you're billing information is still incorrect, either with your credit card company or with its verification system, which may be handled by another company. *My details have not changed, therefore, did not need updating in the first place*
Fortunately, you may be able to make iTunes Store purchases with another payment method. For example, if PayPal accepts your credit card, you can use your PayPal account to buy from the iTunes Store. If you need more information about using PayPal on the iTunes Store, please let me know. *No, Paypal takes to long, thank you*
Another option is to purchase iTunes Gift Cards and redeem them into your account. iTunes Gift Cards are available at many retailers, such as book stores, grocery stores, electronics stores, drug stores, and Apple Store retail locations. *It is Christmas*
Your credit card may work on the Apple Store online (the Apple Store and the iTunes Store use different verification systems). If it does, you can buy iTunes Gift Cards and receive them by postal mail. The Apple Store online is located here: *Thank you but this is for Christmas, no i prefer buy email, saving paper and reducing the carbon footprint*
Adrian, When you update you're billing information, the iTunes Store will place an authorisation hold on your credit card to verify your account information. You might see this authorisation request on your online statement. This is not an actual charge, it is simply a test to confirm that your credit card account is active and has credit available to accommodate transactions. *Is that the 2x$1.00 attempted transactions?*
Authorisation requests are automatically removed from your account by your financial institution. The amount of time it takes to remove authorisation requests varies by financial institution. If you have any questions about the way your financial institution handles authorisation requests, please contact their customer service department. *As Above*
To review the actual charges on your account, here are easy steps to view your Purchase History: *I am aware of this*
1) Make sure you're using the latest version of iTunes. It can be downloaded free of charge from the Apple website at:
http://www.apple.com/itunes/download *I run the latest apple everything*
Note: Installing the latest version of iTunes will not affect your library or any items in your account that you haven't downloaded.
2) Click this link to launch iTunes and view the Sign In dialog: *I am aware of this*
http://phobos.apple.com/accountSummary/ *I am aware of this*
3) Enter your iTunes Store account name and password. *I am aware of this*
4) Click the Account Info button to proceed. *I am aware of this*
5) On the Account Info screen, click the Purchase History button. *I am aware of this*
Your Purchase History will display your most recent purchases first. To view details of any purchase, click the arrow to the left of the order date. *I am aware of this*
Tried everything above, does not work.
Imputed my Dad's debit card in, did not work either, went to revert back to my debit card, now it is saying the security code is wrong which is total bull. I have rung up apple and the bank, and I also have driven to the bank.
No solution has been found.
I am getting annoyed it has been 4 days. These are my responses and yes that is how he spelt my name, incorrectly.
I'm sorry to hear that you still haven't been able to make purchases on the iTunes Store with your credit card.
Andrian, finding a solution for you is important to me, so I have requested assistance with the issue you reported. You will receive an email after the matter has been investigated and further information is available.
Thank you for your patience. Apple wants your iTunes experience to be as enjoyable as possible.
I just wanted to send you a quick follow up, so you had a point of contact. Your request has been escalated to myself for further handling, and I will be happy to assist you. I sincerely apologize for any inconvenience this issue may have caused you.
I am currently investigating the issue that you have reported. I will contact you as soon as I have completed my investigation.
If you have any other questions or concerns regarding this matter, please do not hesitate to respond so that I may further assist you. Please note replying to this email will ensure fastest service.
For your convenience, the hours that I am scheduled to work are listed below. Feel free to contact me during those hours if that is convenient for you. Any response received outside of my scheduled hours will be addressed as soon as I return the following day.
Thank you for being a valuable member of the Apple family, we truly appreciate your continued support.
I'm having an identical problem now....sort of.
I've had my payment plan set to PayPal - connected to my bank account and debit card - for several years now without incident. Last night, however, I downloaded a song and then tried to get an album, and received an error message informing me that the previous payment had failed. I went to Paypal to make sure it was set correctly, and re-saved the info. The payment went through, and the album download began. Today, I received an e-mail informing me that my billing agreement between paypal and itunes had been terminated. I went into itunes and tried putting my debit card in directly - discovering the previously mentioned issue with it not recognizing a visa debit card's security code. However, even though it would not save the information, I received an e-mail informing me that the payment for the album had gone through. I then tried setting paypal back up, but the instant I verified the account, I received another e-mail informing me the agreement had been terminated.
I contacted support, and received the same useless e-mails, telling me how to add a payment method. In fact, almost verbatim, which makes me think the representatives aren't actually typing anything.
I agree and suspected the same, you give them all the information like I am updated and then they tell you to download the latest updates and actually tell you how to do it.
I told them exactly what was wrong and where the problem was and the bullshitted around the solution . It could have been fixed there and then. Very unproductive.
I have had the exact same problems recently after buying an iPod touch.
Having done a bit of trial and error, I have found out the solution that helped my payment details be accepted by iTunes.
On the Billing information, in the box for "First Name"
I put in my first name AND my middle name. This copies exactly which is on my debit card.
Also my solo debit card does not have an issue number, so leaving that box blanc instead of putting a zero in, also worked.
I hope this helps!
All the best,
I was having the same problem with my Debit Mastercard from the Commonwealth Bank in Australia.
It wasn't accepting it because it was a Debit Mastercard.
I reviewed my contact details and saw in the "Phone" section that I had a plus in the area code and this was stopping me from purchasing things! Silly me!
Hope this helps for someone.