4 Replies Latest reply: Mar 19, 2015 8:14 AM by Highestoflands
obsidianspider Level 1 Level 1 (0 points)

I have an iPhone 4S and attempted to buy a game in the App Store. It asked me to submit my payment information and I was met with the following error:

 

iphone-error.jpg
Your payment method information doesn't match your bank's records. Try again or enter a new payment method.

 

 

I moved two weeks ago and at that time I changed my address at the bank. Just to make sure that there wasn't an issue I went down to my local bank branch and verified that my new address (the one linked to my Apple ID) is what they have on file for my card. They confirmed that the address is correct.

 

It was suggested by a friend that I try adding a card via iTunes on my computer, so I downloaded iTunes and signed in with my Apple ID and I received a similar, but different error message:

 

itunes-error.png

Your credit card information does not match your bank's records. Please enter a US credit card and matching billing address.

 

When I search for the error I got from my iPhone I am mainly getting search results back from non-US websites where people are trying to trick the App Store into thinking they have a US account. I have always had a US account and moved a whopping twelve miles from my old address. I have a support ticket into Apple about this, but any insight you could provide into what I can/should do to fix this problem would be great. Thanks


iPhone 4, iOS 5, White iPhone 4S 64GB
  • obsidianspider Level 1 Level 1 (0 points)

    Today I got a respone from Sid at Apple and this is what he said:

     

    Dear Todd,

     

    Welcome to iTunes Store Customer Support. My name is Sid and I'll be addressing your issue today.

     

    Todd, I'm sorry to hear that you haven't been able to add credit card in your iTunes Store account. Please accept my sincere apology for the inconvenience you have experienced. I can certainly understand your eagerness to get this resolved quickly, and I'll be glad to help you out with this.

     

    Unfortunately, Apple is not able to troubleshoot or determine the specific cause of a card being rejected. When a credit card is rejected for any reason, this is a sign that something needs to be addressed by the issuer of the card being used. Your bank or credit card company will be happy to help you troubleshoot the error.

     

    Please follow these steps with your bank or credit card company to troubleshoot the issue:

     

    1. Contact your bank or credit card company and ask to speak with the fraud/security department.

     

    2. Tell the representative that your security code is being rejected. Ask them to review your account to see what might be preventing you from using the card to purchase from the iTunes Store. Ensure that they thoroughly review your account until they locate and resolve what is causing the issue.

     

    3. The bank or credit card company will need to remove any holds on your account.  The bank or credit card company could also bypass the authorization process.

     

    Once the bank has resolved your issue, the card should work with the iTunes Store.

     

    If you are still unable to add a credit card to your account after following the above steps, you may wish to use an iTunes Store Gift Card for your purchases. Gift cards are available at many retailers, including the Apple Store.

     

    If you require further assistance, please do not hesitate to reply to this email and I will be more than happy to assist you further. Thank you for being a valued customer. Have a great day!

     

    Sincerely,

     

    Siddhartha

    iTunes Store/Mac App Store Customer Support

     

    Please note: I work from Sunday to Thursday from 07:00 AM to 04:00 PM (CST).

     

    Thank you for allowing me the opportunity to assist you. You may receive an AppleCare survey email; any feedback you provide would be greatly appreciated.

     

    I called my bank and spoke with someone regarding my card and they told me that as far as they can tell everything on their end is approving the transaction. The woman even said "Wow, you tried a LOT of times." She told me that there were no blocks or holds on my account and that they did have the correct address information on file. She said that because I had recently changed my address to attempt to register my card with my old billing address. Sure enough, I put in my old address and it accepted my card.

     

    This is good because I can now use my card to buy apps, but this is a bad thing because for some reason Apple is using my outdated information. I sent an email back to Sid to see what can be done, but its not an ideal resolution. I'll post another update once I hear back from Sid.

  • obsidianspider Level 1 Level 1 (0 points)

    I was able to fix the problem. Here's what I did in my email back to Sid.

     

    Sid,

     

    I was able to get around the address issue by using my old address in the App Store to register my card, I then went to https://store.apple.com/us/account/setup and updated my address to my current/correct address. This was accepted and when I went to the App Store on my iPhone it showed my card as on file and my new/current address that I had entered on the Apple website. I attempted to purchase an app with my updated address information and it worked.

     

    Thanks again for your time.

     

    Todd

     

  • midolcevita.yu Level 1 Level 1 (0 points)

    Similar situation happen to me! I had to just put my old address!

  • Highestoflands Level 1 Level 1 (0 points)

    Thank you so much for the info! I just had the exact problem and would have probably had to go through all of that hassle as well if you hadn't provided the info.