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Question: Pre-ordered album, new song isn't available for me to download?

Hi all,


So a few weeks ago I pre-ordered an album, specifically Black Stone Cherry's "Family Tree", and received the instant download of their first available single "Burnin'". Then last week, they released a new single called "Bad Habit". I know thousands of other people through a Facebook page who have received this track, and it's not longer greyed out when I view the album in iTunes. However it hasn't downloaded to my iTunes library, and the button I'd expect to offer me the option to download it instead just says "Pre-Ordered" like all the other tracks.


I've been to the "report a problem" page but when it takes me to my list of purchases to report, it only shows me the purchase of the first single, there is no entry for the pre-order of the whole album despite the fact that my iTunes Store shows the whole album as pre-ordered.


How can I resolve this problem if I'm unable to report it via the page mentioned above? :/


Thanks!

MacBook Pro, OS X El Capitan (10.11)

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Mar 16, 2018 1:50 PM in response to guitarwizard93 In response to guitarwizard93

Have you now paid for the song, have you got a balance on your account that covers its total price and/or have a (valid) card on the account ? Pre-orders (including early released tracks) are only paid-for on release, not at the time of pre-ordering.

Mar 16, 2018 1:50 PM

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Mar 16, 2018 1:57 PM in response to King_Penguin In response to King_Penguin

I haven't paid for that song, but I also don't have the option to pay for it :/ I was of the understanding that pre-ordering not only paid for what's available at the time, but also charged me for individual tracks as and when they were available.. Even so, the option still doesn't exist for me. If I click the drop down menu on the right hand side at the end of the line for that song, it gives me options like share, tell a friend, copy link etc, but nothing to purchase or download. But I know it's available as I know other people who have the song. Very confused.. Even if it didn't automatically charge me, I'd expect the option?

Mar 16, 2018 1:57 PM

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Mar 16, 2018 2:18 PM in response to guitarwizard93 In response to guitarwizard93

It also covers sales tax, if that is applicable ? And if you mean that it's a credit or debit card it's still valid, there aren't any error messages on the payment details screen ? You could contact iTunes Support via http://www.apple.com/support/itunes/ww or https://www.apple.com/emea/support/itunes/contact.html

Mar 16, 2018 2:18 PM

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Mar 16, 2018 2:27 PM in response to King_Penguin In response to King_Penguin

Thanks! I'd tried to find a direct contact form rather than clicking through FAQ pages and generic answers to other problems, but couldn't find one. I've now sent a help request and hope it's quickly resolved as this has been bugging me all week. Cheers!

Mar 16, 2018 2:27 PM

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Question: Pre-ordered album, new song isn't available for me to download?