Payment and shipping only leads to "Cannot Connect"

Question

Payment and shipping only leads to "Cannot Connect"

I recently got a new debit card and I am trying to add it as a payment method so I can use it for purchases in the app store. I CANNOT get "payment and shipping" to load ANYWHERE. I have tried my phone, the app store, apple TV, AND apple music apps on my laptop. Every single time I try to see my info or change it I get "Cannot Connect." And no, pressing retry doesn't do jack **** except give me a throbber and the same message—and again, this is on ALL of my apple devices: iPhone 16 pro, macbook pro 2021, and ipad pro 10th gen. They are all running the most recent updates.

I am not in a family or using family sharing and I have not once had this issue in the past.

Posted on Dec 14, 2024 7:29 PM

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Answer 1

RINASAN

Level 1

38 points

Dec 15, 2024 8:19 AM in response to almac135

I just tried removing my Apple account from the iPad and adding it back. Once it synced, I was able to get to payment options. Trying to do the same with my iPhone

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Answer 2

almac135

Level 1

38 points

Dec 14, 2024 7:44 PM in response to kendallonthekob

Thanks for posting this. Having same issue today. Cannot Connect it says - Can’t view “Media & Purchases” nor “View Account” in App store, and also not “Payment & Shipping” on both iPhone 13 mini and iPad Pro M2 model. Leads to the same Cannot Connect error screenshot you posted.

Also on a MacBook Pro (M3 model I think), can’t View Account using Music app nor TV app (wanted to authorize a new Macbook for downloads, and can’t because of this error).

Have tried different network (cell and wifi), no VPN running, etc.

Everything else seems to work fine, such as Subscriptions screen.

Is there a solution anyone?

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Answer 3

Dec 14, 2024 8:19 PM in response to kendallonthekob

same here almac!! no fix yet but I'll watch this thread and I'm planning on going to the apple store if I can't fix it myself so will update here if I figure anything out. must be an issue with ios 18.

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Answer 4

almac135

Level 1

38 points

Dec 14, 2024 8:42 PM in response to kendallonthekob

Thanks for the replies. Interesting that even on the account website, the “Payment and shipping” tab/sub-menu has a loading image followed by “Something went wrong There was a problem getting this information. Please refresh the page or try again later.”

Yet the rest of the menu items on the website seem to work fine (example: Family sharing, Devices).

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Answer 5

almac135

Level 1

38 points

Dec 15, 2024 7:26 AM in response to RINASAN

Thank you for posting your update. I can also confirm I have submitted a support request today, they are also looking into it after it was escalated to a few people.

I believe they said they would update status of case during this upcoming week.

If anyone else is having this issue, consider notifying support with your details to let them know.

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Answer 6

almac135

Level 1

38 points

Dec 15, 2024 10:37 AM in response to kendallonthekob

It seems to be working on iPad and iPhone again an hour or two after the support call today. I am also able to finally see “Payment and Shipping” on the manage account website (this was previously saying try again later).

Still have to test that it is working on Macbook, won’t be able to do that until later but happy there is progress made.

Thanks for reporting and sharing, all.

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Answer 7

Dec 14, 2024 8:11 PM in response to kendallonthekob

I too am having the same issue when I go to App Store > Tap profile picture > Tap account name.

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Answer 8

RINASAN

Level 1

38 points

Dec 15, 2024 7:18 AM in response to almac135

I am having the same issue. I spent about an hour with Apple support, the case was escalated and now I have to wait till they get back to me

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Payment and shipping only leads to "Cannot Connect"

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