Purchase history does not show an app I purchased 2 years ago

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Level 1

11 points

Purchase history does not show an app I purchased 2 years ago

Hi everyone,

First post here. 🙂

I purchased the "Clear" to-do list app. Actually got it for free during a promo back in February 2014. Now when I visit the app page on App Store / iTunes Store it says $4.99 and won't let me download it even though my iTunes Store purchase history reflects it as a purchase. Please refer to the following image:

Interestingly, I can't even find it in my purchase history > "Not on this iPhone" section in the App Store on my iPhone 5S (iOS 9.3.5). I'm using the same iTunes account on both my Mac and iPhone.

Shouldn't I be able to download it for free since I 'purchased' it back in 2014?

iPhone 5s, iOS 9.3.5, null

Posted on Sep 9, 2016 11:59 PM

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Answer 1

King_Penguin

Level 10

334,336 points

Sep 10, 2016 12:15 AM in response to SourSoul

It will depend upon whether it's the same app e.g. has the developer changed, or has the developer removed the app and put a new app in the store ? Or have you moved countries ? Have you checked to see if you've hidden it from the cloud : Hide and unhide iTunes Store, App Store, or iBooks Store purchases - Apple Support ?

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Answer 2

SourSoul Author

Level 1

11 points

Sep 10, 2016 12:25 AM in response to King_Penguin

Thanks for the reply, King_Penguin!

I have not moved countries. I don't remember hiding it. Just to double check I tried following that tutorial but couldn't find the 'iTunes in the Cloud" section as stated in Step 1.

On the Account Information page:

Scroll to the iTunes in the Cloud section. To the right of Hidden Purchases, click Manage.

Here is what my iTunes shows:

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Answer 3

King_Penguin

Level 10

334,336 points

Sep 10, 2016 12:42 AM in response to SourSoul

The 'In The Cloud' section will only show if there is anything to show e.g. you have hidden purchases, or have devices associated to the account. You could try hiding an app and then checking to see if the app shows in hidden.

If it doesn't, and if it is the same app (and it hasn't, for example, changed developer ; that could result in it being treated as a separate app), you could try contacting iTunes Support and see if they can see why it's not showing, use the 'contact us' link at the bottom right of every page on here

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Answer 4

SourSoul Author

Level 1

11 points

Sep 12, 2016 12:59 AM in response to SourSoul

I contacted iTunes Support and RealMacSoftware about the issue. Haven't heard from iTunes Support yet but here's the reply I got from RealMac.

Thanks for writing in. If you purchased Clear with the same, exact email address set in the MAS, then you won't be charged again (even though it looks like you might). Just click through the purchase tab and you'll see a window saying that you've already purchased it and it will be downloaded for free.

If a purchase does occur, you'll need to get in touch with Apple directly as Apple doesn't share customer details with developers for App Store purchases. As such, we are unable to issue a refund directly, however if you contact Apple’s iTunes Support team they will be able to help you resolve this!

Alternatively, if the purchase has been made in the last 90 days, you can also log into reportaproblem.apple.com and submit a request for a refund there too.

I hope this information will help you, so please let me know if there's anything else I can do to help you.

Tried it and it worked. It did show me a price of $4.99 and asked for my password and and touch ID and then showed me this screen:

So the issue is resolved now.

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