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whitby Author

Level 2

198 points

iTunes keeps asking to verify payment information

I am using 9.2.1 (although this problem started with iTunes 9.2 sometime) and iTunes keeps asking me to verify my payment information whether I am using my iPhone, iPad or my iMac. I verify and the transaction goes ahead. It does not matter whether it is a free update for an App on my iPad or iPhone or purchasing music or a TV Show on my iMac. The error message is that a transaction has taken place on a new device or computer and that it needs to verify my payment information.

The verification lists my card data and address etc. correctly but I need to keep entering the card security number.

Support keep telling me to delete and re-enter my car info which does not help. Anyone else seen this issue?

Seems to be something to do with a new security check they have put in the system that does not work correctly and support is totally incapable of helping me out.

iMAC 24" 2.8 Ghz, iMAC 17" G5, iPad, iPhone 4, MB Po, MB Air,PC, Mac OS X (10.6.4), Linux, W 7, Vista and XP Pro, W 2008 server

Posted on Jul 20, 2010 8:55 PM

242 replies

whitby Author

Level 2

198 points

Aug 25, 2010 1:32 PM in response to geauga

What seemed to eventually fix it for me was doing two things:

1. Changing my iTunes password to meet Apple new requirements (they now require upper and lower case letters for the password, my original password did not meet their current requirements). This seemed to bypass requiring verification of card details each time but still prompted for the password each time I bought something.

2. Deleting the card details. You had to remove them and click done, not just edit it to change the details. Once you had clicked done, go back in and enter the card details again. Note that this did not work without making the password change above.

Item 2 above, btw, was Apple's support suggestion. After going round all my devices, iPad, iPhone, Apple TV and iMac and making a purchase everything now works fine.

Notably my Apple TV asked to me confirm that I wanted to use the password to purchase items and once I clicked OK, I have not had to go back and re-enter any passwords or card info.

At this point everything is working correctly and as it used to.

I cannot verify that you need both options to make this work as I had the added issue of several devices using the same account. When iTunes detects a new device accessing the account it will prompt the device user to confirm payment details. There is considerable room for confusion based on devices that use the account, password standards and payment details. I would recommend you try the above and see if you can reproduce my results. The problems where some people have different accounts used to purchase different items in the same copy of iTunes serve to add another level of complexity to the problem.

I believe Apple should explain the process clearly for all the user scenarios described in this posting so people have a clear idea of what needs to be done to get everything to work correctly. I just do not relish having to change payment info, for example, since I have no idea what pain I may have to go through to get it all to work correctly.

Apple's so called user friendly systems have taken a battering here.

BillK7

Level 1

21 points

Aug 25, 2010 1:48 PM in response to whitby

Here is what worked for me. I can't update on my new phone....but can on others...I had to delete each app as update came up...and then re install them one by one....
I did end up setting up a new password for itunes and apple id since they now require a cap and a number in the new password...I am sure this will be confusing for awhile.
I presume it all started when I restored my new phone from my computer....has something to do with security I guess but sure makes for some wasted time.

Sep 18, 2010 7:44 AM in response to Pwalla

I am a US resident working in the Caribbean who has used iTunes for years. I recently purchased an AppleTV from the US. I got everything hooked up and went to use my AppleTV for the first time and got the "verify payment information" message. Went to iTunes just as everyone else described. Entered my US payment information and my US billing address... got the "your credit card was declined" message. Tried multiple methods of valid payment - even an iTunes gift certificate - which it redeemed... but can't use unless I "verify my billing inforamtion". ...I agree that it seems to be some sort of security thing and possibly related to the off-shore IP address, but tried also rerouting it through a US IP address with no luck. VERY frustrating as I now can not use iTunes at all. And can't use my brand new Apple TV. Can no longer download anything at all from iTunes. Pitty iTunes is shooting themselves in the foot. I also tried emailing the iTunes folks, but got pre-fab responses that didn't even address the problem, basically telling me I was entering my payment information in wrong, or that it was a problem with the credit card companies... which is is not. Very frustrated right now.

Oct 27, 2010 11:25 PM in response to whitby

whitby,

Adding an upper case letter to my password fixed the problem. Thanks.

It must be that some error occurs on the Apple iTunes store side when it detects your password does not conform to current standards, but you are incorrectly sent to the credit card page. Instead, you should get a message saying your password does not conform to the requirements, and it should send you to the profile page where you can change your password. It's basically bad error handling.

GuruKhan

Level 1

8 points

Jan 23, 2011 11:08 AM in response to mtnrunner2

I has this problem, after upgrading to itunes version 10.1.1.4 I was asked to verify my billing details. This meant entering my cardholder not present (CNP) number again. not something I do lightly, so passed a simple query to support asking if this was a known bug or should I be concerned.

Support weren't able to assist (just stock answers such as uninstall, re-install etc). In the end I bit the bullet and endered the CNP and problem went away...for a while.

It started again today (3 weeks later) even though I have £20+ credit from a gift card on my accounr and so don't need to use my payment card at the moment.

I referred to support again, who promptly advised they couldn't help, so I simply deleted my payment card information from my billing details; a drastic work around, but it worked. From now on I may just stick to using top-up cards instead of Visa, Mastercard etc.

That said I see that a solution was posted to this earlier in the thread, which is quite similar. I've reposted a link to that user's blog which covers this problem. "http://efflog.org/post/914605029/itunes-store-fixed"

timrie

Level 1

0 points

Mar 4, 2011 2:09 AM in response to whitby

I fixed it by going to my Account, clicking on edit credit card, then going in and putting in the security code.

Mar 18, 2011 2:12 PM in response to whitby

I had this problem with iTunes 10.2.1, and tried all the above suggestions to no avail. I fixed it on my Win7 machine: Shut down iTunes, go to the Control Panel, Uninstall a Program (For WinXP it's Add & Remove Programs), select iTunes from the list, and the click "Repair". Wait while the repair takes placce. Once finished, start up iTunes & try again. I suspected something was wrong with iTunes when I ran iTunes own "Run Diagnostics" option from the Help menu & it reported it couldn't make a secure connection to Apple.

I hope this helps.

Mar 18, 2011 6:49 PM in response to whitby

Hi
Just had same problem, been tearing my hair out, but then I thought that I'd call my bank, turns out that it was the fraud prevention on the debit/credit card I was using to verify the payment details, because I was trying to setup 2 Iphone 4's and I had activity during the evening on the card it flagged it at the bank as fraudulent use and cause apple take money out of the account and return it a few days later in a refund I had also run out of funds aswell so the bank thought it was a scam and blocked any more withdrawls.
Guy from bank said he has unlocked the account and just put some funds in, in the morning an try again.

Who Dat

Level 1

0 points

Mar 18, 2011 8:29 PM in response to whitby

All you've got to do people is just enter the security number (the 3-digit number behind your credit card" again from your "Edit Payment Information" and PRESTO... EASY AS PIE BABY

Apr 1, 2011 9:42 PM in response to whitby

I also changed my password to have a case-sensitive letter and that solved the problem for me.

Jun 15, 2011 8:50 PM in response to whitby

Who Dat you are severely misinformed, it's not that simple, I've been having this problem for months and have tried all of the above tricks to no avail, the only thing left to do is rip someone from apple a new one until they compensate me for all the aggravation

Apexdv

Level 1

0 points

Jun 26, 2011 10:41 AM in response to whitby

Same problem here and as a previous poster mentioned, I too have seen a pattern to this. Latest version of iTunes (10.x), two iPhones (one iOS 4.x, one iOS 3.x), two computers (laptop & desktop), ONE iTunes account. Have never had this issue. Almost everytime I make a purchase whether free or otherwise it requires me to verify the CC on file (I have to enter the security code each tme) due to "a new device has made a purchase". What's new? All 4 have been on the same ID for months.

Changing cards ... no go. Changing password ... no go. Deauthorizing all and reauthorizing ... no go. Called my CC company (both) and neither said there was a security hold, etc and that each authorization went through just fine. They researched all Apple transactions and none have ever been blocked. Credit Card Security ... not the problem.

Here's what triggers it for me ... I download a free or purchased item from iTunes on one device. I am prompted to verify. I comply and enter my CC security code again. From that point on any purchases (free or otherwise) from that particular device are honored without exception.

I attempt a purchase from another device on the same account and it requests verification. I comply and thereafter all purchases are honored without exception. I purchase from another device and BAM it happens again so it appears as if Apple is only storing purchase validity for ONE device only even if there are multiple on the same account. I never had this issue until I updated the iTunes software about two weeks ago - I was happily downloading free and $$ items (apps, music, videos, etc) from all devices without having to verify each time I switched to a new device.

All persons I know with multiple devices connected to their iTunes account are experiencing the same behavior. The workaround ... only use one device. Yeah. Not very realistic in this day and age especially when everyone is touting the "cloud". Seems to be a bit of stormy weather for Apple with this particular item. I'm sure they'll eventually correct it but for now it's simply a pain in the tucas but not an issue that I would cancel over. Hey Apple: perhaps a few free downloads for this inconvenience are in order??

Jun 26, 2011 7:09 PM in response to whitby

This kept happening to me and after some research, I had to verify my computer. In the iTunes go to tab that reads "Store" and then to "Authorize this computer". Once I authorized my computer, my payment went through just fine. Not sure if it will keep asking for payment verification. Hope this helps.

Jul 2, 2011 9:10 AM in response to whitby

I also experience this same problem with my iPhone account where it is constantly re-verifying payment info even for free downloads. I was concerned that iPhone had fallen victim to phishing-ware, but apparently the problem is wide spread and Apple, in the best traditions of post-Fukushima GE, is simply ignoring the problem and hoping we will all get used to the new normal of having to re-enter and re-enter and re-enter and re-enter and re-enter and re-enter and re-enter and ....

So, I figure I'll make this bug public at my website and on my talk-radio show, if for no other reason to remind the holier-than-windows MAC crowd that Apple's software quality isn't what the TV ads say it is.

Zsphoto

Level 1

0 points

Jul 2, 2011 9:56 AM in response to whitby

We had the same thing happen, I called our bank to make sure our card hadn't been hacked. I was told that the transaction was coming from New Jersey and they have had so many fraud cases coming out of there they have blocked all credit transactions they will only allow debit transactions.

iTunes keeps asking to verify payment information