Hello and thank you for asking your question, with JustAnswer.com/Mac. I am Sr. Mac Tech Support Specialist, Terry, glad to assist you.
So to make sure I understand,
are you saying you have already sent an email to iTunes Customer Support in order to try and resolve the password reset issue with your Apple ID?
Still with me?
I am saying that when I follow the directions for resetting my password I am given two choices 1)answer personal question set up earlier, in this case give my birthday,which I did and was told it was not my birthday. Option 2) said to have info on changing my password sent to my email . I opted for this 5 times and was told 5 times that the info had been sent to my e mail address yet there have been no emails received from apple. When I called apple I was told that going on line for help would be free, what's up with that?
Thank you for the detailed information
Am I being clear?
did you use this website from Apple, to attempt to reset your password for your Apple ID account:
My Apple ID
I went through iTunes. I wanted to buy some stuff (obviously I don't often) and followed the prompts there
Ok while I am on with you, try this main page from Apple
the my Apple ID page will allow you to create, modify and reset Apple ID accounts and passwords for those accounts
sometimes, the iTunes authentication interface can be a bit challenging, I would have to admitt
where is that page?
Click on the link above
Or below rather
This webpage from Apple, is the main page for Apple ID accounts and iTunes store accounts
and from my experience, it works well
This is where I was and it didn't work
Ok that is what I needed to know
It is telling me my birthdate is incorrect
now in regards to the emails you sent was that through the iTunes Customer Support page?
If you did send an email through this page, you may have seen "iTunes Express Lane"
Same page, the other choice is to get an email sent, as I said I have tried that 6 times now and do not get any email
I have communicated with iTunes Support before, and they usually respond between 4 hours up to 24 hours of a request
how long ago if I may ask, did you contact their support
By phone, what do you mean? The message is that the e mail has been sent
I am speaking strictly in reference to the email
I am asking you this - only because I just needed some background on what you have already attempted since first having this issue
and I do not want to provide you recommendations for steps you have already tried
I guess about 1 1/2 hr.ago. That makes no sense, i Tunes clearly says that an email has been (past tense) sent. Why wouldn't the person on the phone at Apple just say it might take a longer time than indicated?
That is actually a good question
I have been dealing with iTunes for over 6 years
and I have typically seen within a 24 hour turn around
from iTunes Customer Support
so with 6 emails already sent
there is no need to send more
What Apple hardware are you using? (iPhone, iPad, or iPod Touch)
What about the misinformation concerning my birthday? I am a pretty angry customer right now. I am on a MacBook Pro. If Apple had my birthday info correct I wouldn't be in this spot
THAT is not your fault
that is a server authentication issue
I have seen it too many times before
so do press your self over that
in cases like this, the only remedies that Apple gives us as Mac users
you have already do correctly
Sorry, I meant "so do not press your self over that"
in cases where password reset queries fail
typically iTunes Customer Support (of whom you have already sent emails to) will respond to you with steps they have taken to resolve the issue
such as perform a server-side (from their servers that is) reset of your account ID
so you can go in and reset your password without any hinderance
I want to change it to correct info because I would like to use my iTunes account now. This is not on you, but the Apple phone "support" person said that using apple.com/support was my "free" option.
So to understand, when you contacted AppleCare, did you speak with a Macbook (Portables Support) technician?
I am asking, because I am familiar with their support directory, and just need to get an idea who you spoke with
I got a woman who informed me I had 3 choices as it has been over 90 days since I bought my MacBook: 1) $250.00 for the anytime help (which I actually still have on my last MacBook that was never fixed and never , anyway...2)39.95 or so for a one time help option or on line here for free.
Did you contact AppleCare at 800-275-2273?
I am not questioning you
I am looking at what you were told
and questioning those options
Yes and the person who answered after 17 min of waiting told me what I just wrote to you as my options. She couldn't be bothered to tell me that it might take 24 hrs for the e mail. She disconnected me when I asked to change my birthday info with her or someone, that it is not my fault that Apple has it wrong, and because of that I can't just spend money with Apple
And when she answered your call, did she say she was from AppleCare?
Again I ask, because if you have not contacted the AppleCare Support line at 800-275-2273
then that is where you need to contact tomorrow -
I believe if I am not mistaken, the earlier support would be able to assist you better
Furthermore, I am also aware that iTunes Support also has Chat services available as well, just like we are doing here
If you click the image above, you will see the page for either emailing or chatting (live) iTunes Customer Support
So how do I get my birthday changed? How do I use ITunes now? O yes, I believe she did. She gave me her name and usually I write these things down, but I was having a bit of trouble understanding her and I think she took offense at my asking her to repeat herself. She was pretty unpleasant. I have contacted XXX-XXX-XXXX. So basically you can't help me? I'm not saying you have been unpleasant , I just don't understand.....what about changing incorrect information. I do not want to have to start over tomorrow and pay apple support. I am feeling totally ripped off here
you will not have to pay Apple support
that is the first thing
Apple ID accounts are free and so is the support for them
it just so happens that you got a rep who did not know what she was doing
thereby adding to your frustration
What I am also noting, is that only the iTunes Customer Support- who you have emailed already will be the group who can resolve this issue
now that I understand what you experienced with that terrible phone call
I would not advocate you contacting them either, because they are only going to refer you to the same sources for these issues you have already been
How do you get someone who will help? I had to pay to touch base with you.
Oh no, you have not paid yet- so no worries
you just have a deposit hold from your credit card
which is refundable I might add
Do not attempt phone support- this is what I am now going to recommend you don't do
because they are going to refer you to iTunes Customer Support as well
I also want to let you know, you are going to have to allow the iTunes Customer Support group to contact you
they are the server administrators for Apple ID and authentications for the iTunes Music store
so you have already done that
as far as changing your birthday
How/who/where do I get my birthday info correct?
The group you have already emailed
you see in regards to your questions about who you contact, I have been working to explain - YOU already have
that group you emailed, is the group that Apple has in place to fix authentication issues like this
that is why I am advising against calling because AppleCare support really can't do anything about this
and calling them and then waiting to be connected is only going to increase your frustration and that is not
worth it to you
the iTunes Customer Support is the group who can fix the issue with your birthday info per your Apple ID account, is what I am saying
So at this time, as a Mac tech experienced with iTunes issues like this, my advise is for you to wait and allow the iTunes group to respond back to the one of 6 emails you have already sent to them
furthermore, if you decide to Accept my answer at any time in our correspondence, please understand, that is not the end of our session
in fact I am even more obligated to assist you if you still have recurring issues with this situation
all you need to do is bookmark this page in your web browser so you can simply
ok, ok so I guess that's that. Nothing I can do for now. This has been very frustrating, moreso because any past issues I've hada have never been satisfactorily resolved. Thank you for your time and advice, no need to waste any more time if there's nothing to do but wait for an email
come back to this session and just send me a reply, update or supplement to your current question
I know it has
but remember what I noted
I will still be here, Terry, Sr. Mac Support Specialist
if you need to inquire further with me
until this issue is resolved
you ask for me, I will be alerted whether I am offline or not
a simply reply from you will post an alert to me that you are looking for me
That is what I am here for
I will be online tomorrow if you would like to communicate with me more
just remember to bookmark this page in your web browser
and you do not have to worry about paying for anything right now, because this is still and unresolved issue
Thanks for contacting Justanswer.com
have a good evening.