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Sep 20, 2010 5:06 AM in response to Renny Tby Bill3Gs,After the better part of 3 weeks I finally got everything back up. I complained every few days. The last one was not so nice.....but it seemed to do the trick. I told the rep helping me that I was going to go Android if it wasn't fixed now. The next day he sent me an email saying my account had been reset and to wait 24 hrs before tring to buy an app. Sure enough, all was well after 24 hrs. Moral of the story is to be pushy and dont be afraid to use a few capitalized sentences . -
Sep 20, 2010 7:19 PM in response to losmendels2by kyoritsu,This issue is absolutely ridiculous. We purchase 10 iPads for our salespeople and the devices have been nothing but trouble since then. Two weeks later, they are all still sitting in their boxes on my desk because of bugs on Apple's side.
We are located in Japan, using the Japanese iTunes store, our credit card is issued from a Japanese bank, and there is NO REASONABLE WAY to contact Apple about this. Waiting 3 weeks for the issue to be resolved over email is an absolute joke! I have contacted Apple multiple times via email, and all they do is send me a form letter about how to set up Apple IDs (??? has nothing to do with my problem! our apple IDs are already set up!). Completely unprofessional. I feel like I am dealing with a couple of guys in a garage startup with no telephone rather than an international corporation. -
Sep 20, 2010 7:28 PM in response to Bill3Gsby Jncuba40,Do you think I can get a US number am not having any luck? -
Sep 21, 2010 6:35 AM in response to Jncuba40by FastTJR,There is no telephone support for iTunes issues, you can only get email support. -
Sep 21, 2010 6:13 PM in response to losmendels2by abanda58,Have the rest of you been getting the run-around? I've been told that the problem will be fixed if I change my password. When that didn't work, I got a reply a couple of days later telling me to delete the cc from my account and reenter the info. When that didn't work, I was told to do this. Then that. This this again. Then do that. Nothing works and I'm tired of having to wait a good chunk of time between correspondences just so that I can jump through senseless hoops. I have asked them to reset my account because that's what everyone here seems to think will solve the problem, but they completely ignore that request and do not even acknowledge that I have requested it. I've had it. I've decided to switch over to another company for music downloads, but it would be nice if I could update and download apps! -
Sep 22, 2010 6:10 AM in response to abanda58by FastTJR,My issue has now been resolved by iTunes support.
They will not tell me what they did, but I think it was a total account reset. They then told me to not enter any credit card information, but to download a free item from the store from each of my devices so they became 'trusted' and only then to enter my credit card info.
Note, however, that I was not getting the credit card declined error, I was getting an unable to verify your account error.
I think success is highly dependent upon what support 'specialist' you get. I was being given the run around until someone else picked up the case and escalated it.
I think, unfortunately, the best approach is to keep trying, including submitting multiple support requests, until the 'right' person responds. -
Sep 22, 2010 8:29 AM in response to FastTJRby Jon Markle,I think you are correct. My experience with phone techs or any tech for that matter, is that when I get someone who knows what they are doing and how to assist, then I'm indeed a lucky fellow. But, when I get a tech who is largely inexperienced, at least with my problem, they "punt" until perhaps they might just luck onto a solution, however temporary, or fail miserably in assisting me, making a bad situation even worse.
I had the same experience when I first had the credit card denied problem. Eventually, I was turned over to someone who apparently knew exactly how to reset my account, did so, and it's been no problem since. Took two weeks, but constant pushing from my end finally got me to an informed tech. I think the original tech just got tired of my constant badgering! LOL I do, btw, make a point of sending a review of my experience along with a log of the conversation -- good or bad. Even if they don't survey me for one. -
Sep 22, 2010 8:35 AM in response to Jon Markleby STEVSH,Same thing here. I'm in USA and just bought something not too long ago. All of a sudden (not sure if there was an update in between or what), everything was declined. I even redeemed and Itunes gift card and they won't let me download anything even though it shows $15.00 credit.
It has now been a week since being contact by Itunes support and I haven't heard a thing. You think this would be a big enough problem that they would inform everyone of this! -
Sep 22, 2010 8:45 AM in response to STEVSHby FastTJR,@STEVSH - If your communication with support is through email -- which I assume it is -- I recommend that you don't wait for them to send an update to you, send a follow up to them every day asking for a status report. This is what I did. -
Sep 22, 2010 9:18 AM in response to losmendels2by Lowe2go,I have the same problem. I hope there is not a security problem. My info keeps getting screwed up. My account with paypal keeps going to a different address. This is aggravating. I can't update or download anything, even free updates. Sent Itunes an inquiry as well. -
Sep 22, 2010 9:23 AM in response to FastTJRby STEVSH,I requested an update one day ago, and have yet to hear from them still. Still waiting....... -
Sep 22, 2010 12:34 PM in response to losmendels2by Norskman,This started happening to me today out of the blue. First discovered it on my iPhone trying to make a purchase. When I tried on my MacBook I got the same result. Updated my billing info, tried different payment methods - all gave same result.
Both devices were connected via work wi-fi. After reading this thread I decided to try taking the iPhone off wi-fi and was able to complete the previous purchase while only connected to 3G.
The interesting piece is that I've had no problems with this until today and I've verified that the wi-fi connection tiself is not the culprit. -
Sep 22, 2010 3:03 PM in response to losmendels2by cal82,As another user mentioned, I solved this by turning off WiFi on my iPhone and completing the purchase over 3G. Of course, this doesn't solve the problem for an iPod Touch or my MBP. -
Sep 22, 2010 9:23 PM in response to cal82by meiwaku,I started having this problem when I upgraded from an iPhone 3 to the iPhone 4. I had no idea what was going on until I found this forum and found out 100's of people like me have this same problem. I cannot download any apps on my new phone or update them. I can add them on iTunes and then sync them with my phone but it's a pain.
I thought creating a new account would fix this issue but it's still blocking me with the new account. Of course it's probably my credit cards that are blocked so it will keep blocking the accounts I make.
I did email iTunes tech support and they told me my billing account was blocked and they are working on it to fix it and that it may take several days, it's been about a week now, I am getting impatient. -
Sep 23, 2010 12:32 AM in response to meiwakuby mprlibre,It's been a HUGE relief reading this forum, because the exact same thing happened to me a few days ago, and I've been freaking out. I'm currently completely locked out of my Itunes account. Can't make any purchases (not even with the credit I have), can't even make free app updates from my Iphone. At least now I know it's a general problem, and I'm not alone :')
I don't know what triggered this, though. I'm currently visiting family in Puerto Rico, but PR is a US territory, and has always used the US Store. PR is even listed as one of the states when I tried to input my cc info. And I copied the address exactly as it appears on my credit card provider.
grr. I e-mailed them, am awaiting a response, and very anxious, and very, very angry.