6 Replies Latest reply: Feb 24, 2006 8:53 AM by Benjamin Roethig
John Huber8 Level 1 Level 1 (0 points)


I mistakenly bought a iTuens gift certificate on eBay. Of course, the certificate turned out to be stolen. Apple disabled my account and sent me this link to contact customer support to re-enable the account:



http://www.apple.com/itunes/storesupport/



But the link has no mention of enabling accounts.




  Mac OS X (10.4.3)  
  • Kay Marczoch Level 7 Level 7 (21,680 points)
    John,

    try http://www.apple.com/support/itunes/musicstore/email/

    Use the form at the bottom and select "Other Account Question"

    That should work.
  • aaplannie Level 1 Level 1 (0 points)
    John,

    try
    http://www.apple.com/support/itunes/musicstore/email/

    Use the form at the bottom and select "Other Account
    Question"

    That should work.


    My account has also been disabled. I have no idea why.

    I have contacted Music Store customer service through the method you suggest to no avail. I have sent 4 emails and had 2 responses, both of which did not address my problem. Insteaad they told me how to download purchased music.

    Hello? If I could purchase music I wouldn't be asking for help using my account to purchase music.

    I sent a 5th request for help this morning but I'm not holding out much hope as no one seems to be home.

    As you can't get phone help I have no idea what else I can do.

    I am really disappointed in Apple support.

    Annie

    G4Cube   Mac OS X (10.4.3)  
  • James Kilgore1 Level 1 Level 1 (10 points)
    I've also been totally frustrated by the Kafkaesque experience that the Apple Support site puts you through on this and several other issues. I have purchased music that won't play because the computer isn't authorized and can't be authorized because I can't get to my account. All routes to reach any human being who might be able to troubleshoot the fact that I can't get to my account are blocked, and the e-mail request form shown (TRY finding THAT from a main page in less than 20 minutes if you don't know where to look already!) apparently just feeds a computerized form-letter generator.

    Is it possible that Apple spends so much money on their marketing that they can't afford to pay people to solve problems?

    John,

    try

    http://www.apple.com/support/itunes/musicstore/email/

    Use the form at the bottom and select "Other

    Account
    Question"

    That should work.


    My account has also been disabled. I have no idea
    why.

    I have contacted Music Store customer service through
    the method you suggest to no avail. I have sent 4
    emails and had 2 responses, both of which did not
    address my problem. Insteaad they told me how to
    download purchased music.

    Hello? If I could purchase music I wouldn't be asking
    for help using my account to purchase music.

    I sent a 5th request for help this morning but I'm
    not holding out much hope as no one seems to be
    home.

    As you can't get phone help I have no idea what else
    I can do.

    I am really disappointed in Apple support.

    Annie

    G4Cube Mac
    OS X (10.4.3)




  • James Kilgore1 Level 1 Level 1 (10 points)
    Let's try another tack on this question and maybe somebody who knows something will dare to answer.

    What is the connection between the iTunes account and the Apple Store account which you set up if you are buying computers and iPod hardware (since the latter is apparently the only thing the company cares about anymore)? I ask about the Apple Store and iTunes databases, because there seems to be some direct connection, although the two are not the same. When I tried to reset my iTunes password using the online forms they direct you to in the help pages, I get links to pages which are apparently for the Apple Store password (e.g. https://iforgot.apple.com/cgi-bin/resetPassword.cgi?key=LONGSTRINGOF CHARACTERS&language=US-EN). Am willing to recheck this if doesn't seem to make sense (doesn't to me), but otherwise I'm fed up with wasting my time trying to make it work when it seems clear that there's a screwup in some Apple customer database which they won't provide an accessible mechanism to fix.

    Most recently, I got someone to answer the e-mailed form (no doubt a rookie) and they claimed to have searched the database and found that the Login ID (e-mail address) I'd asked them to locate cross-referenced to a relative's e-mail (because I'd used my laptop online at that person's house??? no explanation available). Otherwise, iTunes has no record of the music they have sold me, so their software won't let me play it.

    Today it occurred to me that last August my logon to post on these discussion groups (the same as I use for the Apple Store?) had stopped working, so I set up a new logon with the same info as before, but my old discussions posts were lost. Could there have been one or more database crashes which have affected me and other customers and wiped out my iTunes purchase info in the process? If so, who is in a position to check the backups? I have to ask this here, because the web interface is astonishingly unresponsive, and it apparently would be sacrilige to offer phone support to sort out customers' problems.
  • James Kilgore1 Level 1 Level 1 (10 points)
    I dropped the ball editing the last post - the glitch was that my Apple Discussions groups logon suddenly stopped working last August, subsequently my iTunes account is reportably "unfindable". Are there ties between logon ids for the discussions/Apple Store/iTunes member databases?
  • Benjamin Roethig Level 1 Level 1 (10 points)
    I've had similar problems and still can't access the music I legally bought. On average, emailing the iTunes music store gives you the kind of service I'd expect from Dell, not Apple. The service responses seem like they're either taken from a script or auto resposes based on keywords in the email.