Previous 1 2 3 Next 30 Replies Latest reply: Jan 8, 2011 5:25 AM by Edwin @ Feral Interactive
Kaboodle Level 1 Level 1 (35 points)
I had purchased Lego Harry Potter for $60 aud which has been debited from my iTunes account. Partway through the download it stopped with an error.

Sign out, check connection and sign in.

Lego Harry Potter no longer appears in my "Purchased" page, and what's more seemingly has disappeared from the store!!

However my iTunes Account still shows the amount after the purchase.

Anyone else encountered this and what was their remedy?
  • mosk Level 1 Level 1 (10 points)
    I am experiencing the EXACT same problem! I began downloading the app, there was an error, and now I can't even find it in the app store...however, my account still reflects the US$49.99 charge for the app.

    Very frustrating. My assumption is that there was some problem with the build and it was pulled for a good reason (and hopefully only temporarily). Still, this is not being communicated AT ALL to this point, and I'm more than a little frustrated.

    C'mon, Apple...we have come to expect better than this from you.
  • mosk Level 1 Level 1 (10 points)
    I will add: despite purchasing the app, the game also fails to appear in my "Purchased" tab in the Mac App Store application, so I have no way of initiating a re-load.
  • thomas_r. Level 7 Level 7 (29,750 points)
    Contact Apple.
  • Kaboodle Level 1 Level 1 (35 points)
    Note while the purchase is not in the App store, if you go to iTunes and check the purchases under your account details the Harry Potter purchase does appear there.
  • surfdork Level 1 Level 1 (10 points)
    i should have known better, this app appeared as $6.99 when i purchased it. it is now not in the app store and i have a charge for $43.86 on my bank statement. way to go apple, AND the fact that you immediately take my money but have NO LIVE PERSON FOR ME TO TALK TO FOR RESOULTION IS UNACCEPTABLE.

    and yes it is in my dock, but it does nothing. great support for a new product, the itunes billing issue is confusing too.

    Message was edited by: surfdork
  • mosk Level 1 Level 1 (10 points)
    Surfdork: I don't know if you were planning on running Lego Harry Potter on the Mac Mini listed in your sig, but it's worth noting that the game included some notes about acceptable/unacceptable graphics chipsets:

    "The following [video] cards are NOT supported: NVIDIA 7xxx series and Intel GMA series."

    The newer Mac Minis use the NVIDIA GeForce 320M chipset, which is fine, but the older ones used the GMA series. If you have an older Mac Mini, that may be why it doesn't launch.
  • SlightlySuspicious Level 1 Level 1 (0 points)
    Lego Harry Potter appeared to have downloaded completely, but when I try to open the game it crashes. I wanted to attempt downloading it again, but it was erased from my purchases. To say I feel cheated is an understatement.
  • surfdork Level 1 Level 1 (10 points)
    thanks, it is the new mac mini.

    there are so many things about this that frustrate me beyond belief. i wish i had taken a screen shot. i know i typed 6.99 in my earlier entry, i meant 4.99. that WAS a typo on my part. which, now, i am sure someone will accuse me of misreading, but fitting $49.99 and $4.99 on those little tiles... i DO have a record of my email chat with a friend from 1:39pm saying "i just bought lego harry potter for $5" the billing through itunes is confusing at best, and i would think they've had PLENTY of time to vet everything in the App Store? isn't that the WHOLE point of Apple curating both the Mac and iOS App Stores? argh it's fail. pure, simple fail.
  • noel-in-japan Level 1 Level 1 (0 points)
    I too have the same problem. I tried to download it and failed. I tired a while later and it downloaded but it wouldn't run. So I went back to the app store to try to redownload it and it had disappeared from the main app page. So I searched for it, found it but couldn't even open the page. Then a while later it was gone and its banner on the main page was replaced with something else.

    I think something has gone wrong and it will be available later. If you have your receipt there should be no problem in proving that you paid for it. I don't have an issue with the cost. I knew I was paying 5,800Yen for it.
  • Peggy Lynn Level 4 Level 4 (2,470 points)
    I can't find a copy but in the user agreement that popped up before I could download a free app Apple said they would issue a refund if an app was pulled between the time it was paid for and downloaded. I think there was something else in there that said something about it being Apples's choice whether to refund or replace if something didn't work but I'm not sure about that. There is a link for App Store Account and Billing support at http://www.apple.com/support/mac/app-store/.
  • noel-in-japan Level 1 Level 1 (0 points)
    I just called Feral Interactive in the UK and they are pretty much in the dark too. The guy at Feral told me that I was the first person to contact them regarding this and that as far as he was aware, the game was tested, approved by Mac and put on the app store. He seems to think it is to do with the size of the game as it is the largest game ever on any app store. He has my e-mail address and will contact me as soon as he knows something. I will then post that information on here.

    The fact that it disappeared from the store is a big plus. There must be a problem big enough to warrant the game not being available. I am sure we will get to redownload the game.
  • Kaboodle Level 1 Level 1 (35 points)
    thanks n-i-j, I appreciate the effort and the update. thanks
  • Edwin @ Feral Interactive Level 1 Level 1 (10 points)
    I am sorry that people in the thread have experienced a problem when downloading LEGO Harry Potter from the App Store.

    It seems that there were problems with the App Store after yesterday's launch - we suspect that this could have been caused by the size of the application that you were trying to download. We are currently working with Apple and hope to have it resolved later today.
  • Edwin @ Feral Interactive Level 1 Level 1 (10 points)
    If you have the game installed on your machine would you be willing to run a command in the terminal and send us a file that it creates? We know the game works fine in other stores and on DVD, we think it is the Apple download mechanism (the game is almost 7GB) that is corrupting the application. If we can get someone to run a script on their copy of Harry Potter it will help us work with Apple to solve the problem for everyone.

    If you are interested in helping please email our support email and myself or one of the Feral team will get back to you straight away.

    Edwin

    <Edited by Host>
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