Strange irregularities with App Store credit

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Level 1

6 points

Strange irregularities with App Store credit

Hi,

I purchased a new MBP 14" via Amazon just before Christmas. Everything fine, except the purchased date was incorrect - it stated the date it was shipped to Amazon from Apple, and hadn't been updated to the date it was then sold to me - two weeks later. Eventually resolved (after spending half a day batted between Apple and Amazon support) by Apple who stated they were 'doing me a favour', by correcting the date.

No issues at all with the nw Mac, very happy with the purchase.

A few days ago I decided to accept the free 3 month Apple Music offer. Before doing so, on my iPad, my account was stating £10.25 credit. After accepting the Apple Music offer however, I noted it was now stating 0 credit.

I checked my other iOS devices - all set to zero. Checked my old Intel MBP and there's no credit showing - same with my desktop Mini.

However, the App Store account on my new MBP is stating I have £10.02 credit in my account.

Contacted Apple support, twice, and both times they ignored the request. On the third time I got a response, and after a couple of hours where they took remote control of the laptop, they couldn't come up with a reason for the disparity between devices, since they're all logged in to the same account. The 'fix' suggested was to update the OS (currently 15.1) to the latest version.

But surely that can't be right? I haven't used the new Mac for any purchases, it's a brand new macine, so why should it be showing such a precise amount of credit? Is this a known bug, or something you have to do when buying a new Mac?

They promised to look into it but seem to have closed the ticket. My paranoia would be telling me I have a previously used Mac instead of a new one, given the purchase date issue previously, but it was in a sealed box, and support duble checked it hadn't been previously activated so I don't think that's the case.

I need to work this out, as I'm not confident in making any further store purchases if there's an issue with disappearing credit on one device, and unknown credit appearing on another. I checked my credit card balance and couldn't see anything fishy going on there.

MacBook Pro 14″

Posted on Jan 3, 2025 2:05 AM

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Answer 1

Top-ranking reply

monzo8 Author

Level 1

6 points

Jan 4, 2025 1:41 AM in response to brbo

Thanks for the reply, lots of helpful info there!

I was eligible for the free subscription. It seems the £10.02 credit listed on the new Macbook Pro was correct, and this had been visible on my iOS devices before taking the free Apple Music offer. The credit vanished from my iOS devices after acepting the offer but remained on the Mac.

No idea why this happened, but after a suggestion on another forum to log out of my App Store accounts, and then in again on all of my Apple devices, the £10.02 appeared on m iOS devices as well. So basically an App Store glitch.

I've found Apple support extremely poor since I bought the new laptop. It took around 4 hours with their support before they suggested sending my Amazon invoice to fix the incorrect purchase date, and the support person told me, in a loud grumpy voice "I'm doing you a favour here".

Similarly with the App Store glitch, two support requests totally ignored, then several hours on the third attempt where remote access failed to identify the issue. His suggestion to update the OS to fix the issue on the Mac was misleading, since this was the only device showing the correct balance in my account! A promise to escalate the issue and get back to me was made, and again never kept.

Basically 0 out of 5 stars for Apple support, but 5 stars for community forum help!

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Answer 2

brbo

Level 8

42,217 points

Jan 3, 2025 11:31 PM in response to monzo8

Hi monzo8

Re: " ..... hadn't been updated to the date it was then sold to me

Contacted Apple support, twice, and both times they ignored the request. ...." "Eventually resolved"

Thank you for explaining your issues so clearly. Sorry you have experienced these issues.

Am no expert in this area, yet your post deserves some response.

Like in most large companies and organizations, seems Apple's documented methods are often the way to go:

Surprised no-one referred you to their article: About the purchase date or expiration date for your AppleCare agreement - Apple Support Article includes:"To update your purchase date, send Apple your proof of purchase"

________________________________________________________________________________________________

Re: " .... the free 3 month Apple Music offer. Before doing so, on my iPad, my account was stating £10.25 credit. After accepting the Apple Music offer however, I noted it was now stating 0 credit."

Wondering if perhaps Apple found you were not eligible for Apple's 3 month free Music Offer: .. ( this one?)

Online (link above) for eligibility it says: "This offer is for new subscribers only. If you are not currently a subscriber to Apple Music, and you have never previously subscribed to Apple Music or Apple One, or had access to Apple Music through a Family Plan, you are eligible for this offer."

If you wish: You could cancel the subscription: How to cancel Apple Music - Apple Support

If so:

You could try asking for a refund ... Apple may or may not approve a refund. if approved money returns in time.

Request a refund for apps or content that you bought from Apple - Apple Support

or

You might want to reach out to the Billing Support Team who could access your account details:

There is a "Get Support" link (or an app) at the bottom of their webpage (link below)

Subscriptions and Billing - Official Apple Support

______________________________________________________________________________________

Re: "However, the App Store account on my new MBP is stating I have £10.02 credit in my account".

"The 'fix' suggested was to update the OS (currently 15.1) to the latest version." "I need to work this out ... "

Sometimes restarting a Mac will bring an account balance up-to-date if it doesn't show the updated amount after 24 hours. (Deletes temporary files, re-establishes connections, may update recent changes, often restores order)

Yet updating to the latest MacOS is generally a better option, especially when there is a recently released OS version.

Seems MacOS 15.1 was quickly followed by MacOS 15.1.1, and now MacOS 15.2 ... introducing new features:

More info: What's new in the updates for macOS Sequoia - Apple Support

Hope something in here will help, in some way.

All te best :-)

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Answer 3

monzo8 Author

Level 1

6 points

Jan 5, 2025 4:12 AM in response to brbo

Thank you for your help!

I finally had an update from Apple support regarding the credit discrepancy, their 'fix' suggested again, was to update the OS (currently 15.1) on the Mac, to the latest version. The Mac that was the only device showing the correct amount.

Fortunately community forums provided the correct solution.

I notice there's no way to provide feedback on Apple support now, only product issues. I guess they don't care.

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Answer 4

brbo

Level 8

42,217 points

Jan 4, 2025 4:05 PM in response to monzo8

Thank you kindly for taking the time to reply, and to fill in more detail. Good to know how you finally updated the balances and resolved that issue. Cheers :-)

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Answer 5

brbo

Level 8

42,217 points

Jan 5, 2025 1:56 PM in response to monzo8

Thank you for posting your experiences to the community. Great you solved your issues! :-)

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Strange irregularities with App Store credit

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