I'm in a bit of a pickle and could use some advice. After setting up a few app subscriptions on my old phone, I upgraded to a new device the very next day. When I tried to restore those subscriptions on the new phone, I encountered issues because the old phone had been erased and logged out. I reached out to Apple support, and they confirmed the problem, advising me to request a refund. Unfortunately, my refund request was denied, and now they're saying they can't help me further. This seems really unreasonable to me, especially since Apple support initially indicated they'd help if my request was turned down. Has anyone faced something similar or have any suggestions? It's frustrating to feel punished for upgrading my phone, especially when my other older subscriptions worked without a hitch.
3 Answers
Are you using the same account you originally set up the subscriptions with? If not, that could be a problem. Double-check the app for a 'Restore Purchases' option too; sometimes that can help. If everything seems right on your end, reach out directly to the app providers with your receipts—they might be able to assist you.
It’s a bummer, but keep in mind that not all Apple support representatives have the power to approve refunds. From what I've seen, they sometimes try to escalate requests for a second look, but the decision seems final. Asking to speak to a manager won’t really change much, unfortunately.
You're probably right about that, but several reps told me they could approve refunds if my initial request didn’t go through. They really set that expectation for me, which is why I'm so frustrated.
Just a heads up, Apple Support and iTunes Store Support are separate entities. They can't make promises on each other's behalf, so that might explain the mixed messages you’re getting.
I did work with the App Store support directly, and my interactions transitioned from chat to phone calls. All the communication was formally initiated through Apple’s help site.
I was logged into the same account, but when I tried to restore purchases, I kept getting a duplicate purchase error. I went through several troubleshooting steps with Apple support, like deleting and reinstalling the app and resetting my network settings. Nothing worked.