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John T. F.
John T. F., Mac Druid
Category: Mac
Satisfied Customers: 2949
Experience:  20+ years in the computer/Mac industry
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I cannot redeem my money from the app store

Customer Question

I cannot redeem my money from the app store
Submitted: 1 year ago.
Category: Mac
Expert:  John T. F. replied 1 year ago.

Hi!

What is the exact error you receive?

Thanks,

John

Customer: replied 1 year ago.
Your purchase could not be completed error in purchase
Expert:  John T. F. replied 1 year ago.

Thanks, ***** ***** you trying to make a purchase in the Mac App Store on your Mac or the App Store on an Apple iOS device?

John

Customer: replied 1 year ago.
I am trying on a apple ipad
Expert:  John T. F. replied 1 year ago.

Thanks,

First, try signing out of your account in Settings > iTunes & App Store. Tap the ID listed, then sign out.

Once signed out, go ahead and sign back in. Next try the purchase once more.

John

Customer: replied 1 year ago.
Tried that it did not work
Expert:  John T. F. replied 1 year ago.

Ok, next make sure your date, time, and time zone are correct in Settings > General > Date & Time.

John

Customer: replied 1 year ago.
Everything looks ok but this is all new to me and I think it is confusing me perhaps a phone call would be better
Expert:  John T. F. replied 1 year ago.

I'm sorry, I can't offer telephone support at this time.

However, if the iPad shows the correct time on screen then it should be fine.

Are you able to download other apps and/or updates?

John

Customer: replied 1 year ago.
it only seems to be when I try to get the money I also have just changed my security questions could that be the problem
Expert:  John T. F. replied 1 year ago.

From a computer, test out that it is working properly by signing into the Apple ID management site:

https://appleid.apple.com/ (Click "Manage Your Apple ID")

Are you able to sign in?

John

Customer: replied 1 year ago.
signing in is ok
Expert:  John T. F. replied 1 year ago.

Ok, next are you able to make the purchase via iTunes on your computer?

John

Customer: replied 1 year ago.
I can sign in
Customer: replied 1 year ago.
It says it's going to another device
Expert:  John T. F. replied 1 year ago.

Ok and are you able to see the money balance in iTunes?

https://support.apple.com/en-us/HT202359

John

Customer: replied 1 year ago.
the money is in iTunes do I have to disable my old iPad if yes how do I do that
Customer: replied 1 year ago.
There is also no money in the old ipad
Expert:  John T. F. replied 1 year ago.

You should not have to disable any other device as the credit should be usable from anywhere if you are signing in under the same ID.

Can you make the purchase from the app store under iTunes on your computer?

John

Customer: replied 1 year ago.
How do I do that
Expert:  John T. F. replied 1 year ago.

Open the iTunes app on your computer.

You should see three dots near the play button (just below), click it and choose Apps.

Next choose "App Store"

Then locate the app you wish to purchase and try it.

John

Customer: replied 1 year ago.
Sorry John I am doing something wrong I cannot get into anything from iTunes thanks for trying to help me to-day I just cannot do this right now. Rena
Expert:  John T. F. replied 1 year ago.

That's no problem.

Feel free to reply back at any time for additional help in tackling this issue.

John