Previous 1 2 Next 25 Replies Latest reply: Jun 22, 2011 3:56 AM by SorkaSpellbound
ericrox Level 1 Level 1 (0 points)
your credit card does not match your bank's records. appears at purchase in itunes store.

2 months with no solution on this. Nothing has changed with my bank at all. Yet apple was able to bill the same card for my mobile me acct. so the card does in fact work! I emailed and got what I already knew. see below, then my reply.
------------
Dear Eric,

You can change your iTunes Store billing information at any time. When you update your credit card number or billing address through the iTunes Store, any equivalent information you might use with MobileMe, iPhoto, Aperture, or the Apple Store online is also updated.

To update your billing address or credit card number, follow these steps:

1) Make sure you're using the latest version of iTunes. It can be downloaded free of charge from the Apple website:

http://www.apple.com/itunes/download

Eric, 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: http://phobos.apple.com/accountSummary

iTunes will automatically launch and the sign-in dialog will appear.

3) If you are not already signed in, you will need to enter your iTunes Store account name and password and then click the Account Info button.

4) On your Apple Account Information page, click Edit Payment Information

Make the necessary changes. Your billing address should be exactly the same as the address on your credit card statement and with the United States Postal Service (click "Find a ZIP Code" at http://www.usps.com and follow the onscreen instructions). This is important, because even differences in punctuation, abbreviation, and capitalization can cause payment errors that might prevent you from using the iTunes Store.

5) When all of the information is up to date, click Done.

When you update your billing information, the iTunes Store places an authorization hold on your credit card to verify your account information. You might see this authorization 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.

Authorization requests are automatically removed from your account by your financial institution. The amount of time it takes to remove authorization requests varies by financial institution. If you have any questions about the way your financial institution handles authorization requests, please contact their customer-service department.

Thank you for your time. If you have any other questions or concerns, regarding your iTunes Store account, Eric, please feel free to reply to this email. Have a great day.

Sincerely,

Timothy
iTunes Store Customer Support
http://www.apple.com/support/itunes/ww/

Please Note:I work Sunday 9:00 to 6:00 Tuesday and wednesday 9:00 to 6:00 Friday and Saturday 9:00 to 6:00 Central Standard Time

Thank you for allowing me the opportunity to assist you. You may receive an AppleCare survey email; any feedback you provide would be greatly appreciated.

-----------------------

My reply

I've read the support pages through and through and have gone through all of these steps in the past. Nothing on my end has changed. This card has been used for approx three years now, never to have been edited. As stated... In the midst of all of this difficulty, you were able to bill the same card for my mobile me subscription. Which should technically not gone through due to the supposed billing info not matching my bank's records! So quite simply, my card does work, this is something on your end, not my bank.

And I did however change the type case to match my statement to no avail. This never made a difference in the past, but I tried it regardless.

After attempting things for two months, I am growing tired of trying to spend my money on Apple. I will try one more suggestion if one is available. After that, I have had great success with the amazon store and may have to flip over to them. My time is way too valuable to be troubleshooting a problem I did not create.

any specific help would be appreciated (please do not copy and paste tips from the support pages... been there)

Eric

G4 hot rodded, Mac OS X (10.4.8)
  • ed2345 Level 7 Level 7 (21,035 points)
    ericrox wrote:
    I have had great success with the amazon store and may have to flip over to them. My time is way too valuable to be troubleshooting a problem I did not create.


    I agree your time is valuable. Since you have found a good alternative in the form of amazon, buy your stuff from them.
  • jgabra62 Level 1 Level 1 (0 points)
    Were you finally able to get this resolved?? I am currently having the exact same issue and all the support people at Apple have not been able to help me at all!
  • isuquinndog Level 1 Level 1 (0 points)
    Also having the problem no not only mine but my wife's account. I just want to buy an app for my vacation this weekend!
  • manyshades Level 1 Level 1 (0 points)
    Having the same issue. Wouldn't it be nice if Apple would own up to this being their problem, instead of giving us the runaround? Argh.
  • notmpressed Level 1 Level 1 (0 points)
    I too am having this problem. My old credit card expired and trying to use the new one. Same bank, same addresss, phone number, only thing different is the card number and expire date. Getting the same message as everyone else. I won't bother to contact Apple because others have had no luck....

    Windows 7 x64
  • MacMeMore Level 1 Level 1 (0 points)
    I am having this same problem... I tried PayPal and a new credit card still not working. Amazon works with this same card but not iTunes. Apple please fix this soon!!!
  • GuiNu Level 1 Level 1 (0 points)
    This is not the first time it has happened to me, mysteriously this problem went away for me, but now its back...

    I'd like to agree with the previous comments and say that iTunes being "iTunes" and not having a proper and accessible customer support is a HUGE let down !

    also, I just checked my bank account and there is a total of 7 charges made by iTunes, all of them with the same amount, MEANING, iTunes does have access to the account despite the fact that it reports an error; "seemingly not theirs".
    This is clearly an issue with iTunes, and its not a matter of updating or patching.

    On my last try, after calling the bank, calling apple, e-mailing iTunes support, the sofware accuses that the security code on my card is invalid.....

    HOW?

    This is obviously an issue with iTunes, and beyond just the software in the hardware.

    Please on up to it, and fix it!
  • ratfox Level 1 Level 1 (0 points)
    I had this issue just today, but managed to find a fix!
    The app store kept rejecting my credit cards, even though they worked, with the same message about not matching the bank's records.

    I found out that what it did not like was that I was giving a credit card from the wrong country. I live in the US, but my credit cards where issued by TD, which is a Canadian bank. Even though my card is in US dollars, it was still a card from the wrong country! So I claimed to be in Canada, which involved giving a bogus address, and then the card was accepted!
  • smham2 Level 1 Level 1 (0 points)
    There is a similar post on this issue. It could be anything that is causing Apple to reject this. But one issue that could cause it is if you have a middle initial on your credit card. The Edit Payment Information page does no allow you to enter this in. So if it's looking for that they Apple messed us up and probably won't fix it anytime soon.
  • littah84 Level 1 Level 1 (0 points)
    Eric,
    I had the same problem with my credit card. Login to their website and add credit card there. The link is below:

    http://store.apple.com/1-800-MY-APPLE/WebObjects/AppleStore.woa/wa/RSLID?nnmm=ac ct&sf=wHF2F2PHCCCX72KDY

    Worked like magic for me!
  • dpheaton Level 1 Level 1 (0 points)
    Ditto

    Same problem
  • Iselith Level 1 Level 1 (0 points)

    Same exact problem for the last two days. I literally get told to reenter my information over and over again. This card has worked for YEARS. Now, suddenly, the bank information is incorrect. I've humored my customer service person but they give me no solution and will not escalate my problem. I cannot talk to anyone at Apple without opening a $50 ticket for assistance.

     

    Well, I was going to go on complaining but the person above was completely correct... follow littah84's advice. Enter and confirm your information on Apple's website- don't just confirm your mailing address but enter your credit card on there and save it- even if you are not making a purchase. Then it will automatically appear correct within iTunes.

     

    Thank you Apple for wasting hours of my time communicating with a support staff that does nothing but repost how to enter my credit card information to my iTunes account. iTunes is BUGGED. Congratulations, your customer service is now as effective and helpful as your other conglomerate PC counterparts. What a completely miserable experience this has been and I will tell all friends and family about what a nightmare it was to attempt to get help from you one an issue that was NOT RELATED to user error but wasted hours of my time on a BUGGED PRODUCT.

     

    I've called my bank 3 times... wrote so many mails saying the same thing over and over again and the only reply I ever got was to reenter my account information. It was utterly unhelpful, irritating and a misery to deal with this situation.

  • Iselith Level 1 Level 1 (0 points)

    As a follow up to my last post, I thought I would offer you my customer service experience as I am hoping you can avoiding going through what I've been through and that this will save you some time.

     

    I'm listing the discourse chronologically for your convenience:

     

    Specific request: My credit card or billing information is not accepted

    Details:

    iTunes says my credit card information does not match my bank information and will not let me make purchases. I have updated my account information and I still cannot make purchases. I get the same message that my card does not match my bank's information- which it does.

     

     

    Please help.

     

     

    TrackID: 1--------------

     

     

    ****

     

     

    Dear ----------,

     

     

    Welcome to Apple iTunes Store Customer Support. My name is Snehashish.

     

     

    I am 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.

     

     

    -----------, upon checking your account I find your credit card will be expired after this month. So you have to change it then. I suggest you to change it now or contact your credit card company as it is declined by iTunes.

     

     

    The iTunes Store has been unable to verify an authorization from your credit card company. There are several possible reasons for this:

     

     

    - Your credit card company's servers may have been busy. Trying again later may resolve the issue.

     

     

    - Your card may not have been activated yet. If so, you will need to activate it.

     

     

    - You may need to call your credit card company before the authorization is approved.

     

     

    - 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.

     

     

    - Your billing name or address does not match the address listed on your credit card statement. Any discrepancy in punctuation, abbreviation, or capitalization 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 your billing information.

     

     

    --------, please follow these steps to confirm or update your account information:

     

     

    1) Go to the My Apple ID site at:

     

     

    http://appleid.apple.com/

     

     

    2) If the site is not displayed in your preferred language, click the Change Language link in the upper-right corner, type the name of your language in the field that appears, then click the Save button.

     

     

    3) Click the "Manage your account" link.

     

     

    4) Type your iTunes Store account name (which is your Apple ID) in the Apple ID field, type your password in the password field, then click the Sign In button.

     

     

    5) Click "Addresses" in the left column.

     

     

    6) Confirm or edit your information.

     

     

    7) Click "Phone Numbers" on the left. Make sure the area codes and phone numbers are entered correctly in their respective fields.

     

     

    8) Click Save Changes.

     

     

    Once your information is updated, try placing an order on the iTunes Store again. If the iTunes Store still cannot obtain an authorization for your card, it means that your billing information is still incorrect, either with your credit card company or with its verification system, which may be handled by another company.

     

     

    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.

     

     

    ------, I hope this information is helpful. Thank you for your interest; I am pleased that you want to be an iTunes Store customer. Have a great day!

     

     

    Sincerely,

     

     

    Snehashish

    iTunes Store Customer Support

     

     

    Thank you for allowing me the opportunity to assist you. You may receive an AppleCare survey email; any feedback you provide would be greatly appreciated.

     

     

    ****

     

     

    Follow-Up: 1----------------

     

     

    Hello again,

     

     

    I wanted to send a quick note to see if you are still experiencing any difficulties with the iTunes Store. Resolving your issue is important to me, so please don't hesitate to reply if you need any further assistance.

     

     

    Sincerely,

     

     

    Snehashish

    iTunes Store Customer Support

     

     

    ****

     

     

     

     

    Greetings Snehashish,

     

     

    When I wrote my original ticket it was to address the issue of the fact I had already updated my credit card information and I was still receiving the error message of "my credit card not matching my bank information" in iTunes. Giving me instructions on how to update my account information was not helpful because I had already taken that step. So, no, my problem remains unresolved and I am unable to make any purchases in iTunes or update my iPhone.

     

     

    Luckily, the item I was looking to purchase was available on Amazon digitally so I went ahead and bought it there without any problem whatsoever with my credit card- furthering the mystery and the enigma that is iTunes rejection of my credit card.

     

     

    Please send the next step to resolve my issue or please forward my ticket to someone who can resolve this for me.

     

     

    Thank you,

     

     

    ---------------

     

     

    ****

     

     

    Dear ------------,

     

     

    Welcome back to Apple iTunes Store Customer Support. This is Snehashish again.

     

     

    I am glad to hear that your credit card works on another website. Some of our customer resolves this type of issue by removing credit card from their account, buy a free app and then re-add the credit card to account. I suggest you to try that.

     

     

    ---------, please delete the credit card information from your account:

     

     

    1) Open iTunes and sign in to the iTunes Store.

    2) Select "View My Account" from the Store menu.

    3) Enter your password and click the View Account button.

    4) Click the Edit Payment Information button.

    5) Select "None" as the payment type.

    6) Click the Done button at the bottom of the page.

     

     

    After you select the "None" option, please attempt to download a free App from iTunes Store. Then sign out from your account and sign in back and re-add your credit card information.

     

     

    --------, then, please follow these steps to confirm or update your account's information:

     

     

    1) Go to the My Apple ID site at:

     

     

    http://appleid.apple.com/

     

     

    2) If the site is not displayed in your preferred language, click the Change Language link in the upper-right corner, type the name of your language in the field that appears, then click the Save button.

     

     

    3) Click the "Manage your account" link.

     

     

    4) Type your iTunes Store account name (which is your Apple ID) in the Apple ID field, type your password in the password field, then click the Sign In button.

     

     

    5) Click "Addresses" in the left column.

     

     

    6) Confirm or edit your information.

     

     

    7) Click "Phone Numbers" on the left. Make sure the area codes and phone numbers are entered correctly in their respective fields.

     

     

    8) Click Save Changes.

     

     

    Once your information is updated, try placing an order on the iTunes Store again.

     

     

    If you have further questions or concerns, please feel free to contact me again. Have a nice day, ----------!

     

     

    ****

     

     

    Hello again Snehashish,

     

     

    My address is confirmed and matches my bank account. I followed the steps as you directed with deleting my information downloading the free application and then re-entering my payment information. I continue get the error message that my credit card information does not match my bank's records. I have as of today called the bank and confirmed twice that my banking address is correct. The error is not happening on the banking side of the equation.

     

     

    Please send the next step to resolve my issue or please forward my ticket to someone who can resolve this for me.

     

     

     

     

    Thank you very much,

     

     

    ----------------------

     

     

    ****

     

     

    Dear -------,

     

     

    Welcome back to Apple iTunes Store Customer Support. This is Snehashish again.

     

     

    Thank you for your response. Upon reviewing your account I find you removed that credit card successfully. I suggest you to update that information to start purchasing. You can also use gift card as well.

     

     

    --------, you can change your iTunes Store billing information at any time. When you update your credit card number or billing address through the iTunes Store, any equivalent information you might use with MobileMe, iPhoto, Aperture, or the Apple Store online is also updated.

     

     

    To update your billing address or credit card number, follow these steps:

     

     

    1) Make sure you're using the latest version of iTunes. It can be downloaded free of charge from the Apple website:

     

     

    http://www.apple.com/itunes/download

     

     

    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:  <link to launch itunes>

     

     

    iTunes will automatically launch and the sign-in dialog will appear.

     

     

    3) If you are not already signed in, you will need to enter your iTunes Store account name and password and then click the Account Info button.

     

     

    4) On your Apple Account Information page, click Edit Payment Information

     

     

    Make the necessary changes. Your billing address should be exactly the same as the address on your credit card statement and with the United States Postal Service (click "Find a ZIP Code" at http://www.usps.com and follow the onscreen instructions). This is important, because even differences in punctuation, abbreviation, and capitalization can cause payment errors that might prevent you from using the iTunes Store.

     

     

    5) When all of the information is up to date, click Done.

     

     

    When you update your billing information, the iTunes Store places an authorization hold on your credit card to verify your account information. You might see this authorization 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.

     

     

    Authorization requests are automatically removed from your account by your financial institution. The amount of time it takes to remove authorization requests varies by financial institution. If you have any questions about the way your financial institution handles authorization requests, please contact their customer-service department.

     

     

    ---------, if you have further questions or concerns, please feel free to contact me again. Have a nice day!

     

     

    ****

     

     

    Despite already having the current version of iTunes, I re-downloaded the program and installed it on my computer. I logged into the link you sent me. I entered in my banking (again and without mistake) information exactly as it is on my billing information. I have now entered my credit card information correctly on iTunes repeatedly- it has not deviated nor changed and there has never been a mistake in my data entry. I have used this credit card at other locations and online stores without error and my banking and credit card information is correct.

     

     

    I entered a credit card I DO NOT want to use in conjunction with my iTunes account and it was accepted without incident or error message. The problem is that the card I do want to use, that I NEED to use to make purchases on iTunes is not accepted. Both cards are issued through the same bank- one is debit and one is credit and they both link to the same bank account with the same home address. The debit card is being rejected and the credit card is accepted. My problem is not my address nor the account number as both have been entered correctly multiple times. iTunes is rejecting my particular card even though it is working and matches my bank information. This is the card I have always used to make purchases on iTunes and this error started when my old card expired and I attempted to update my account.

     

     

    Every time I re-enter my credit card and try to make a purchase and I always get the following message:

     

     

    "There are errors or omissions in the information. Please correct the indicated items: Your credit card does not match your bank's records. Please enter a US credit card and a matching billing address."

     

     

    I have reset, re-downloaded, and re-entered everything on my end multiple times resulting in the same error from iTunes. I want to know what is happening with my account. If you do not have a solution then please escalate this ticket and please put me in contact with someone who can help me.

     

     

    Thank you for your time,

     

    ________

     

     

    ****

     

     

     

     

    I found my solution in the Apple Support Community. It had nothing to do with my information being incorrect. I do not require your assistance any longer.

     

     

     

    ________

     

    ****

     

     

    My issue resolution was actual very simple and came from this page. iTunes has a bug where it will not accept your information but if you add your credit card under you account in the Apple Store and CONFIRM then it will appear in your iTunes account automatically. I could have saved hours of email, calls to the bank and stupid angst if I had looked this up instead of TRYING to use Apple Customer Support. I've learned my lesson. I just want you to know that iTunes is bugged and broken in this respect and no matter how many times you enter your information IT DOESN'T WORK. I hope this helps someone else.

     

     

    Apple please tell your customer support people how to actually help instead of having them paste in worthless form letters on how to use a credit card with iTunes. Obviously it iTunes that is broken.

     

    PLEASE FIX.

  • squibbo Level 1 Level 1 (0 points)

    I've tried this, but my security code keeps getting wiped out when I go to make a purchase in iTunes. And then the loop starts of being asked to reenter my perfectly correct information. Are you following the link that says Change Account Information?  And you mention CONFIRM - is there an actual confirm button?  Because all I see is Save.  Thanks.

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