marcoac14

Q: Purchased Album won't show as purchased

Hi,

 

I purchased an Iron Maiden Album (Rock In Rio) in the past and was able to download and listen all songs. About a year ago I purchased a new iphone 6 and since then I'm not able to redownload the whole album. Actually only a few songs show as purchased and downloadable. On iTunes Store the album won't show as purchased.

 

Is there anything I can do retrieve the songs besides paying again?

 

Screen Shot 2016-01-20 at 11.26.03 PM.png

 

Screen Shot 2016-01-20 at 11.27.22 PM.png

 

Thanks

iMac, OS X Mavericks (10.9.2)

Posted on Jan 20, 2016 5:28 PM

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Q: Purchased Album won't show as purchased

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  • by welshcatholic,

    welshcatholic welshcatholic Jan 20, 2016 5:32 PM in response to marcoac14
    Level 2 (237 points)
    Jan 20, 2016 5:32 PM in response to marcoac14

    Try clicking on 'Not In My Library Tab" .

  • by marcoac14,

    marcoac14 marcoac14 Jan 20, 2016 5:56 PM in response to welshcatholic
    Level 1 (0 points)
    Jan 20, 2016 5:56 PM in response to welshcatholic

    It won't even list.

     

    Screen Shot 2016-01-20 at 11.55.04 PM.png

     

    Thanks

  • by welshcatholic,

    welshcatholic welshcatholic Jan 20, 2016 6:03 PM in response to marcoac14
    Level 2 (237 points)
    Jan 20, 2016 6:03 PM in response to marcoac14

    Strange. I'd contact Support and see what they say.

    .https://www.apple.com/support/

     

    Hopefully it's just a glitch and they can sort it out for you.

  • by welshcatholic,

    welshcatholic welshcatholic Jan 20, 2016 6:07 PM in response to marcoac14
    Level 2 (237 points)
    Jan 20, 2016 6:07 PM in response to marcoac14

    Also try checking for Available Downloads

     

    Screen Shot 2016-01-21 at 02.04.22.png

  • by marcoac14,

    marcoac14 marcoac14 Jan 20, 2016 6:29 PM in response to welshcatholic
    Level 1 (0 points)
    Jan 20, 2016 6:29 PM in response to welshcatholic

    All purchases have been downloaded for this Apple ID.

     

    Thanks

  • by welshcatholic,

    welshcatholic welshcatholic Jan 20, 2016 6:31 PM in response to marcoac14
    Level 2 (237 points)
    Jan 20, 2016 6:31 PM in response to marcoac14

    Try deleting them and downloading again. Otherwise, contacting support is you only option.

  • by Kenichi Watanabe,

    Kenichi Watanabe Kenichi Watanabe Jan 20, 2016 7:21 PM in response to marcoac14
    Level 8 (39,934 points)
    Mac OS X
    Jan 20, 2016 7:21 PM in response to marcoac14

    Apparently, you can "hide and unhide" iTunes Store purchases

     

    Hide and unhide purchases in iTunes or iBooks on your Mac or PC - Apple Support

     

    Maybe that purchase has become hidden for some reason.

  • by marcoac14,

    marcoac14 marcoac14 Jan 22, 2016 5:09 PM in response to welshcatholic
    Level 1 (0 points)
    Jan 22, 2016 5:09 PM in response to welshcatholic

    That's the first think I tried.

     

    Thanks

  • by marcoac14,

    marcoac14 marcoac14 Jan 22, 2016 5:10 PM in response to Kenichi Watanabe
    Level 1 (0 points)
    Jan 22, 2016 5:10 PM in response to Kenichi Watanabe

    I also thought it'd solve my issue but it didn't work =/

     

    Thanks

  • by Kenichi Watanabe,

    Kenichi Watanabe Kenichi Watanabe Jan 22, 2016 6:27 PM in response to marcoac14
    Level 8 (39,934 points)
    Mac OS X
    Jan 22, 2016 6:27 PM in response to marcoac14

    In your original post, the screenshots show the album's listing in the iTunes Store and your Purchased screen showing the same album.  If the songs appear on the Purchased screen, iTunes Store is acknowledging that you purchased those songs.  If the songs go away when you click Not in My Library, that means the songs are already in your Mac's iTunes library (which is why cannot download them again).  Are you saying that the songs do not appear in your iTunes library?  Maybe I don't understand the actual problem...

  • by marcoac14,

    marcoac14 marcoac14 Jan 23, 2016 7:27 PM in response to Kenichi Watanabe
    Level 1 (0 points)
    Jan 23, 2016 7:27 PM in response to Kenichi Watanabe

    Sorry I might not have been clear enough.

     

    Only a few songs are available for download. The album has 2 discs and 19 songs. I was only able to download 6.

     

    An Apple representative reached out to me yesterday and explained that the album has been removed from itunes and because of that the songs are not available anymore. What they fail to see is that the album is still there available. Now the album is called Rock in Rio (live) and used to be Rock in Rio. Big difference huh. It's the same album with the same cover and with the same songs.

     

    What I still cannot explain is the reason I'm able to download 6 out of 19 songs. No clue!

     

    Thanks

  • by welshcatholic,

    welshcatholic welshcatholic Jan 24, 2016 2:35 AM in response to marcoac14
    Level 2 (237 points)
    Jan 24, 2016 2:35 AM in response to marcoac14

    Contact apple again, this time ask to speak to a Supervisor. Be Firm but polite! Hang up and phone again if they refuse - they shouldn't . Explain the situation and your frustration and the time this has taken from you. Point out that you went to Support communities first and this took up your time too. Ask if there is a way they can help you get these tracks as it's unfair you have to pay for them again. Tell them this is now what you'd expect from the best company in the world, and it's making you loose faith in them.

  • by Kenichi Watanabe,

    Kenichi Watanabe Kenichi Watanabe Jan 24, 2016 3:17 AM in response to marcoac14
    Level 8 (39,934 points)
    Mac OS X
    Jan 24, 2016 3:17 AM in response to marcoac14

    My guess is that for the other songs, the content producer altered ("remastered") the songs in some way, making the songs different from the versions you originally purchased.  The six songs that you were able to re-download are the same as before.  It's not Apple who made this change, and decide to call it a different album AND pull the original version of complete album.  It's the content producer's decision.  Apple is the music retailer, who sells what content producers create and offer for sale.  Apple can't decide to give away someone else's product for free...  That would be like Best Buy giving me an iPod nano for free, because I lost mine and want a new one, and then not paying Apple for that iPod.

     

    Going forward, you should store a local copy of all purchased songs, AND then also back up that copy.  Apple makes this mostly painless for Mac users, with Time Machine, and large-capacity external drives are fairly cheap these days.  In the early years of iTunes Store, you could not re-download previous purchases at all; it was up to the customer to back it up.

  • by welshcatholic,

    welshcatholic welshcatholic Jan 24, 2016 3:29 AM in response to Kenichi Watanabe
    Level 2 (237 points)
    Jan 24, 2016 3:29 AM in response to Kenichi Watanabe

    Apple also help out when they can, they have a heart, they are not Robots.. they have always helped me out in the past, can't see why they would not extend their grace to others ❤️

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