5 Replies Latest reply: Jun 6, 2014 11:47 PM by King_Penguin
verna2197 Level 1 Level 1 (0 points)

I am posting this for my sister, she recieved this email today and does not know what is going on. Here is the email she was sent.


Dear Karen


Your Apple Id -------------@gmail.com was just used to donwload Subway Surfers from the App Store on a computer or device that had no previously been assoiciated with that Apple Id. You may aslo be receiving this email if you reset your password since your last purchase.


If you initated this download, you can disregard this email. It was only sent to alery you in case you did not ititate the download yourself.


If you did not initate this download, we recommend that you to to iforgot.apple.com to change your pasword, then see Apple ID: Tips for protecting the security of your account for further assistance.





she did not download this game, and how would someone get her info when Apple is suppose to be so safe?



iPad (4th gen) Wi-Fi, iOS 7.1.1
  • King_Penguin Level 10 Level 10 (110,765 points)

    Is that the actual email that you've copied-and-pasted, or have you typed it in (there are a few typos in it, which if it was a pasted copy I wouldn't expect to be in a genuine Apple email) ? If that is the actual text then it look like a phishing attempt to get her details.


    Has she checked the purchase history on her account ? If she logs into her account on her computer's iTunes via the Store > View Account menu option, she should then see a Purchase History section with a 'see all' link to the right of it, if she clicks on that she should then see a list of her account's purchases (the most recent purchase is above the list).


    If it shows there then she can contact iTunes Support via this page : http://www.apple.com/support/itunes/contact/ - click on Contact iTunes Store Support on the right-hand side of the page, then Purchases, Billing & Redemption


    She should also change her account's password e.g. by logging into it via the Store > View Account menu option on a computer's iTunes, tapping on the id in Settings > iTunes & App Store on an iOS device, or via http://appleid.apple.com

  • verna2197 Level 1 Level 1 (0 points)

    sorry I typed it in tried to paste but it wouldn't do it.

  • King_Penguin Level 10 Level 10 (110,765 points)

    That's ok, I was just checking - there are various phishing emails going around trying to get you to click on links in them which then take you to a non-Apple site and ask for your login and payment details, though they tend not to be personalised emails (e.g. they have something like 'Dear customer').


    If she hasn't already done so then she should :

    - check her account's purchase history

    - change her password

    - contact iTunes support


    When a purchase is made from a computer or device for the first time then the account's security questions should be asked for, or 2-step verification is required to verify the purchase. Do you know if she has security questions set on her account or is using 2-step verification ?


    For security questions she can set/change them by logging into http://appleid.apple.com and selecting the Password & Security section on there


    About security questions : http://support.apple.com/kb/HT5665

    Rescue email address : http://support.apple.com/kb/HT5620


    Or she could use 2-step verification if it's available in your/her country : http://support.apple.com/kb/HT5570

  • verna2197 Level 1 Level 1 (0 points)

    could someone tell me how to go about deleting an account from Itunes. just found out she has two of them and wants to delete one. Everything that shows in her account she has on her iPad, don't know what the emails were, but she got another email after changing her password.


    Thank you

  • King_Penguin Level 10 Level 10 (110,765 points)

    You can't delete an account, all you can do is remove personal info from an account and stop using it.


    If it's not her account then it's possible that somebody has mistakenly added the email address as a rescue or alternate email address on their own account - in which case there is probably not much that your sister can do, though she can try contacting iTunes Support (but I don't think that they will be able to do anything) : http://www.apple.com/support/itunes/contact/