How can I reactivate my disabled Media & Purchases account in Nigeria without chat support?

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Level 1

4 points

How can I reactivate my disabled Media & Purchases account in Nigeria without chat support?

Hello Apple Community,

I’m facing a frustrating issue with my Apple ID where my Media & Purchases account has been disabled in the App Store and iTunes. This prevents me from downloading/updating apps.

Details:

• When trying to download an app or access purchases, I get the popup: “Your account has been disabled in the App Store and iTunes.”

• Attempting reactivation leads to a screen saying: “We were unable to reactivate your account. We need more information.” It provides my Case ID: 10*******575 and a “Contact Apple” button.

• Clicking “Contact Apple” doesn’t offer chat or phone options that work—likely a regional support limitation in Nigeria. No live chat appears no matter which category I select on getsupport.apple.com (even trying workarounds like starting with “Battery” or other topics to unlock chat).

• I’ve tried the direct reactivation link multiple times: If a message says 'Your Media & Purchases account has been disabled' - Apple Support and https://getsupport.apple.com/ (with symptom for disabled Media & Purchases).

• Steps I’ve already attempted:

• Signing out/in of Apple ID.

• Updating/adding payment methods (when possible).

• Restarting device.

• Checking for any restrictions in Settings > Screen Time.

What additional information does Apple need for reactivation? Is there a way to submit verification without chat/phone? Any Nigeria-specific workarounds or escalation paths?

This has been ongoing for 24 hours and it’s blocking app updates and basic use. Any help or moderator guidance would be greatly appreciated, thank you!

[Edited by Moderator]

Original Title: Media & Purchases Account Disabled in Nigeria – Stuck at “We Need More Information” (Case ID: 10********75) – No Chat Support Option Available

Posted on Feb 2, 2026 5:06 AM

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Answer 1

Limnos

Level 10

428,747 points

Feb 2, 2026 5:17 AM in response to erinyanga

There are moderators on this forum but they are only here to do that—moderate. They do not provide support assistance. This is a user to user support forum so the people responding here are limited to the same resources that you have. We don't have any secret backdoor ways to contact Apple about this, sorry.

It appears that you have tried all the different ways to contact Apple about this and you may have to continue to work with those. I know that official support can very greatly from country to country but I haven't seen this issue with somebody from Nigeria (I do see plenty of credit card validity issue posts though!)

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