Keynote, Pages, Numbers: Different Apple ID error on new Mac

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Keynote, Pages, Numbers: Different Apple ID error on new Mac

Cannot update Keynote, Pages, and Numbers – Different Apple Account error on new Mac

I recently purchased a new Mac and signed in with my own Apple ID. After changing my Apple ID password, I was able to update all other applications without any issues.

However, I am unable to update the following apps:

Keynote
Pages
Numbers

When trying to update them, I receive this message:

"Cannot update app because it was refunded or purchased with a different Apple Account."

This is a new Mac, and I have never used a different Apple ID on this device. I believe these apps may have been pre-installed or downloaded during setup at the store or before I received the Mac.

I would like to ask for assistance in resolving this issue and ensuring that these apps are properly linked to my Apple ID so I can update them normally.

Please let me know the best way to fix this.

MacBook Air 13″, macOS 15.7

Posted on Jan 30, 2026 12:02 PM

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Answer 1

Jan 31, 2026 7:12 AM in response to nurbek_nbs

You say the Mac is new but is it truly brand new, or just new to you? If just new to you then the previous owner did not reset it properly. What to do before you sell, give away, trade in, or recycle your Mac - Apple Support

If it is truly a new Mac from Apple then contact them about this message:

Refer to this page for Apple Support features ➔ Contact - Official Apple Support

Select from the presented options until you find a solution for your issue, or see if there is a chat or phone call contact method offered lower on the page under “Get more help” (you sometimes have to narrow down the options multiple times before this is shown). If you do not see your issue, keep experimenting with any series of selections until you reach one that offers a chat session or a telephone call and get the representative to redirect you.

This support article has various country telephone numbers for contacting Apple for support and service ➔ Contact Apple Support - Apple Support Scroll down to “Connect with live support”. If your country is not in the list, go to the “Other countries” entry at the end of the list. Not every country has telephone support, and phone numbers may only work when calling from the same country.

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Keynote, Pages, Numbers: Different Apple ID error on new Mac

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