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Level 1

0 points

FaceTime Activation - Post Beta

I've just purchased the FaceTime app from the app store today and I cannot get it to activate. I am receiving the message, "Could not verify the email address. Please check your network connection and try again.".

My wife has a MacBook Pro which we installed the Beta on a short while ago and it worked without issue.

Today I purchased the finalised version and installed it on my iMac and I cannot activate.

We both use the same network (her wireless to the TimeCapsule, me cabled) and we both use email addresses on the same domain.

There appears to be no further information available from the app to diagnose this any further that I can see?

Also, I can't find a suitable forum to post with issues for the newly released FaceTime?

Any help appreciated.

Thanks

Barry

Mac OS X (10.6.6), iMac 27" i7, MBP 15" i7

Posted on Feb 24, 2011 8:50 AM

21 replies

jhowlin

Level 1

4 points

Mar 14, 2011 4:18 PM in response to jhowlin

OK, scratch that. I had two apple ids, one was userid@me.com and the other was just userid.

Log in here:

https://appleid.apple.com/cgi-bin/WebObjects/MyAppleId.woa?localang=en_US

and make sure the email address you are entering matches the apple id you are entering.

Don't know why the error says you're not connected to the network. It should say "That e-mail address does not match what we have on file" or something along those lines.

Regardless, working now.

Jason

bardel_barry Author

Level 1

0 points

Mar 16, 2011 9:57 AM in response to jhowlin

Already been through the appleid site, my posts do contain that information and that the problem is with the email address within my appleid account not being verified, which has spawned a whole new c@ck up on Apple's part.

The not connected message I think is just a poor choice of user notication on FaceTime's part. I did go on to say that once logged in with a working (read AppleId with a verified email address) account that when I went back to the account I want to use, an additional pop up message was displayed saying that the email address was not verified.

Anyhow, Apple (specifically iTunes support) still haven't resolved this, since AppleCare changed my AppleId to something else and then escalated to iTunes support, they just take 3 days to respond and say that it can't be fixed.

Now all my apple notifications (including this thread and iTunes bills) are going to an old unmonitored email account, all thanks to Apple...

I sent a chaser email on it today because they haven't dealt with my request properly, I got a very quick response to say that my old AppleId is already in use again (in summary), and I've replied almost immediately to say that their information is either wrong, or they need to help me re-instate it. I guess I'll have to wait another 3 days before chasing them up again....

Apple support is supposed to be renowned for it's quality, to date I've had no issues, but the iTunes support team are unsupportive and lack lustre, they don't even appear to have bothered to read the case notes (or my lengthy emails) to get them to understand the problem.... I've even asked them to escalate it if they are unable to help, their response... "They are senior advisors, there is no higher point of escalation"!

Can see this one dragging on forever and not being resolved. 😟

jhowlin

Level 1

4 points

Mar 16, 2011 10:33 AM in response to bardel_barry

So you should try logging in to manage your Apple ID (through the link above) and make sure you only have your primary e-mail listed and verified.

What happened with me was my primary e-mail (the one I use all the time - a me.com email) was associated with ANOTHER Apple ID I had somehow created at one point. This is NOT the apple ID I always use.

So I had to go in to that old Apple ID and change my e-mail to an old yahoo e-mail I never use. That freed up my primary e-mail (the me.com address).

Then I logged back in to my main apple ID and was able to change that e-mail to my main e-mail (the me.com address).

Perhaps you are in a similar situation. hope that helps.

Jason

bardel_barry Author

Level 1

0 points

Mar 21, 2011 2:28 PM in response to jhowlin

Unfortunately not, but thanks for your post.

In the thread I have already covered that I have 2 apple id's... One is a user@me.com appleid, which is linked to just the user@me.com email address (as the primary)...

and the account in question, my usual email address, had only my usual email address as a primary email... This has now been messed by Apple support, and is now pointing to an old un-monitored hotmail account...

Still trying to sort it out with iTunes support, unfortunately I've just had to reply to them after they reset the hotmail.com password???? to re-explain the who situation for a 5th time... Must be getting on for nearly a month now going back and forth...

I guess it's quite possible that somehow another account got created with the same AppleId, particularly as my iMac order was put through on an AppleId that they mis-spelt (phone order) by one character. I phoned up afterwards to get this rectified, could well be the source of the trouble...

Anyway, iTunes support say that despite my usual AppleId having now been moved to a hotmail.com address (including the primary email address) that my usual email is still showing as an AppleId on their system (and I can't reset it online, no email ever arrives etc)... They've agreed to reset it for me to help me re-enable it. Unfortunately they just reset my hotmail.com addressed AppleId!

Gotta keep laughing....

cboubou

Level 1

0 points

Apr 20, 2011 11:36 AM in response to bardel_barry

i have the same problem

bardel_barry Author

Level 1

0 points

Apr 28, 2011 1:10 PM in response to bardel_barry

Ok, my long standing misery has been resolved by Apple. I must admit, this has been fixed now since April 5th and I've only just remembered to update this post....

In short, my email address is registered under another AppleID, the very same one that I already checked but it didn't show.... And here's the gotcha...

If I sign in to appleid.apple.com to manage my mobile me account, there is no mention of my personal domain email address anywhere in here... However, it is this very account that has my personal domain email address registered with it as discovered by the iTunes senior support assistants response from their DB management escalation team.

They advised me that if I log into my mobileme account at www.me.com and then choose "account" from the small drop down menu in the top right hand corner below your username. Once in this part, choose the personal info tab on the left. In here is a box containing an "alternate email address" which is quoted as being used to retrieve forgotten passwords etc. This is the source of the duplicate!

I changed this to my non monitored hotmail account and hey presto, I could change my usual AppleID account back to my personal domain and verify the email address without problem. This then allowed me to sign into facetime.

So, it seems that this field in the mobileme personal info panel is not duplicate checked against existing AppleID's yet everywhere else checks against this field for a duplicate!

I've pointed this out to iTunes support, hopefully they've taken my pain on board and will add validation here in due course! In the meantime, kudos to Elisabeth (senior advisor iTunes support) for taking the time to escalate the people in the know and getting to the bottom of this for me eventually!

Hopefully this will help someone else out and save them the frustration!

Thanks for everyone's input along the way.

Barry

FaceTime Activation - Post Beta