PSA: Apple error is reverting 4TB iCloud subscription back to 2TB
Bit of a PSA (public service announcement) but it looks like an error on the billing code is reverting 4TB (Apple One Premiere + 2TB Sub) back to 2TB. It's like the code to make it easy to initially subscribe to Apple One was never turned off. Let me explain:
- Long time 2TB iCloud subscriber.
- Converted to Apple One Premiere.
- Got pro-rated refund for 2TB subscription that was unused.
Up to this point, everything was working as planned.
- Decided to upgrade to 4TB by adding the 2TB subscription for $9.99
- Went through the process - worked fine, confirmed that my total iCloud was 4TB (Nov 23rd)
- Today (Dec 19th) noticed that my iCloud was back to 2TB. Luckily I was at 1.8TB.
- Called Apple Support. Went through multiple layers of assistants, lots of questions (are you using different accounts for media/iCloud = no, etc).
- Lots of assistants tried to tell me that 2TB was the most you could have. Showed them the Apple support pages that disprove this (e.g., HT211784, HT201318).
- Transferred to billing department. They mentioned that my 2TB sub was cancelled on Nov 30th. In looking it this, it was cancelled by Apple and a 3/4 pro-rated refund provided.
- Went through the process again with the assistant on the phone and took screenshots of going through the process of adding 2TB and showing 4TB. She confirmed she saw it on her side too.
Now the issue. She shows that it will revert back to 2TB at the end of the subscription, on Jan 19th. I'm guessing it will actually revert back on the 26th with a 3/4 pro-rated refund, automatically. She called through to another department which also said 2TB was the maximum you can have. Again, the Apple pages clearly state (as does the UI as you work through the process) that 4TB is possible.
Very impressed that she has taken ownership of the problem and is continuing to look into the issue and we have a check in scheduled for next Wednesday. Hopeful they can solve this ASAP. While I don't think there is a possibility of data loss, I know that if you have data in iCloud and you go down to a subscription less that your total data, it locks up all your services. No uploading photos, no email - it happened to me once and it's a huge issue.
Both of my subscriptions are on an Apple Card too in case that makes a difference.
Hope this helps someone.