How to Get Help for Purchase Problems at iTunes

iTunes window with iTunes logo

 Most of the time, buying songs, movies, apps, or other content from the iTunes Store goes smoothly and you're enjoying your new content in no time at all. Sometimes, though, something goes wrong — and that's when it's helpful to know how to get help from Apple for iTunes problems.

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Introduction to Getting iTunes Purchase Support

Apple offers support for problems including: 

  • Accidentally buying something 
  • Unauthorized purchases through your account
  • The download never begins or it starts but doesn't complete, leaving you with unusable, partial files
  • The downloaded item won't install or play
  • The downloaded item installs or plays, but there's something wrong with the quality 
  • The downloaded item doesn't work as you expected.

When you encounter these and similar problems, get help by following these steps:

  1. In iTunes 12, click the drop-down with your name in it in the top right of the iTunes window. 
  2. Click Account Info.
  3. If you're asked to log in to your Apple ID, do so.

If you're using iTunes 11, the steps are very similar:

  1. Go to the iTunes Store 
  2. Log in to your Apple ID or click on the button that shows your Apple ID and select Account.

If you don't have a computer with iTunes on it and only make purchases directly on your iPhone, skip to Step 6 of this article for instructions

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Choose Recent Purchases from iTunes Account Screen

get iTunes help, account page

No matter what version of iTunes you're running, the next screen you end up on is your iTunes account, which lists all of your personal, billing, authorization, and purchase information.

  • In iTunes 11 and 12, there is a section in the middle of the page called Purchase History. There's a link on the right side of that section labeled See All.
  • In iTunes 10 or earlier, the same section is called Most Recent Purchase. There's also a button called iTunes Store Purchase History.

Whichever option you have, click it.

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Review Your List of Recent Purchases List

get iTunes help, account page

Once you've selected your Recent Purchases, you'll go to a screen called Purchase History.

Each of your purchases has an order number associated with it (a single order number may contain more than one purchase because of Apple groups transactions for billing purposes). The items included in each order are shown in the Titles included in order column.

In this list, you should see the item or items you bought and are having trouble with. If you don't see the item, you can use the Previous/Next buttons to move through your order history. In iTunes 11 or higher, you can also use the month and year drop-down menus to move through your history more quickly.

When you've found the order that contains the item you're having trouble with, click the arrow to the left of the order date and number to enter a detailed view of the order.

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Select Which Item You Need Support For

get iTunes help, invoice

The next page looks like an invoice. It lists all the information for the order you clicked on in the last step: date, order number, and each item in that order and what the item cost. 

  1. Click the Report a Problem button beneath the order details.
  2. It may appear that the page hasn't changed much, but close to the price of the item the words Report a Problem have appeared.
  3. Click Report a Problem for the purchase that you need help with.
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Explain the Problem and Submit

get iTunes help, explain problem

At this point, you leave iTunes: clicking the Report a Problem button opens your computer's default web browser and takes you to a site where the purchases from the order you just selected are listed.

  1. On this page, the item you clicked on in the last step is selected.
  2. Choose what kind of problem you're having from the drop-down menu.
  3. In the text box below, you can explain the situation in more detail, if you'd like.
  4. When you're done, click the Submit button and your support request will be submitted to Apple.

iTunes support staff will contact you using the email address on file for your Apple ID/iTunes account.

If you're interested in how to request support directly from your iPhone or iPod touch, continue to the next page of this article.

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Getting Help for iTunes Purchases on iPhone

iTunes choose a problem on phone screenshot

If the process of getting help for purchase problems from the iTunes Store requires the iTunes program on your computer, what happens to you if you don't use a computer?

There's an increasingly large number of people who don't use desktop computers — they do all of their computing right on their iPhones. If you're an iPhone-only user, you need a way to get help from iTunes and you can't do it through the iTunes Store app that comes pre-installed on the iPhone or through the Settings app.

Luckily, though, there is a way to do it:

  1. On your iPhone, open a web browser and go to
  2. Log into that site using the Apple ID used to purchase the items you're having a problem with.
  3. When you log in, you'll see a list of your purchases. Either search for the item at the top or scroll through the site.
  4. When you find the item you're having a problem with, tap Report.
  5. Tap the drop-down menu and select a category of problem.
  6. When that's done, add any additional detail you want in the text box.
  7. Tap Submit and your help request will be sent to Apple.
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