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Justin Johnson
Justin Johnson,
Category: Mac
Satisfied Customers: 31
Experience:  Training and Development at Scientifically Speaking
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I cannot purchase coins says to contact support, Don't know,

Customer Question

I cannot purchase coins says to contact support
JA: What OS X (Operating System, e.g. Sierra, El Capitan, Yosemite, etc.) or iOS are you runninng?
Customer: Don't know
JA: Have you installed any updates recently?
Customer: Yes
JA: What troubleshooting have you tried?
Customer: Restarting I pad
JA: Anything else you want the Mac expert to know before I connect you?
Customer: I had troubles 2 weeks and iTunes support said they turned on a switch and then it worked now it works sometimes and then not
Submitted: 6 days ago.
Category: Mac
Expert:  Russell H. replied 6 days ago.

Hi, thank you for contacting JustAnswer.com. My name is Russell. I will do my best to provide the right answer to your question.

Do you have a Windows PC, or an Apple computer, that produces this error or on which this error about purchasing coins shows up ?

Or is it an iPad ? that seemingly is indicated.

What are you trying to buy coins from, or what site, please?

Customer: replied 6 days ago.
Apple apps games
Expert:  Russell H. replied 6 days ago.

OK. How did you access, or try to access, Apple apps games ?

Is it an icon you tapped on, or some other way, please?

Customer: replied 6 days ago.
The game is downloaded .i play the game and run out of coins try to purchase more and it says to contact iTunes support
Customer: replied 6 days ago.
Are you still there
Customer: replied 6 days ago.
I pad
Expert:  Russell H. replied 6 days ago.

Still here...

Expert:  Russell H. replied 6 days ago.

How exactly do you go about trying to purchase coins, please? describe what you tap on or similar information.

Customer: replied 6 days ago.
The game ask you if you want to purchase coins
Expert:  Russell H. replied 6 days ago.

And you just answer 'yes', and then you get a message to contact iTunes ?

Customer: replied 6 days ago.
Are you with iTunes support
Expert:  Russell H. replied 6 days ago.

No, and I think it would be best if I Opted Out of this case, and opened it up to other Experts in this category, since the problem still has me puzzled. Hopefully another Expert will be able to figure it out and answer your question properly.

Customer: replied 6 days ago.
I click on the dollar amount and tells me to contact itunes support
Customer: replied 6 days ago.
I don't think I should be charged the $ 5 and 25 and you didn't help.
Expert:  Justin Johnson replied 5 days ago.

I am looking at your issue now and believe I can resolve it. Please let me know if you are ready to proceed.

Customer: replied 5 days ago.
Go ahead
Expert:  Justin Johnson replied 5 days ago.

What app are you using to buy coins?

Customer: replied 5 days ago.
Viva slots
Expert:  Justin Johnson replied 5 days ago.

Do you have a credit card on file with your Apple ID?

Customer: replied 5 days ago.
Expert:  Justin Johnson replied 5 days ago.

Go through he iOS portion of this article and make sure that the card on file is set up correctly. https://support.apple.com/en-us/HT202359

Customer: replied 5 days ago.
It is because sometimes it will work
Expert:  Justin Johnson replied 5 days ago.

Have you followed the guide to see if your card is setup correctly?

Expert:  Justin Johnson replied 5 days ago.

How is it going?

Customer: replied 5 days ago.
I still have the problem like I told Russell I had this trouble 1 or 2 weeks ago. iTunes support had to turn a couple of switches and then it worked
Expert:  Justin Johnson replied 5 days ago.

I worked for Apple. iTunes Support does not turn any switches. I can promise you that. Have you logged in and done what I asked or not?

Customer: replied 5 days ago.
I have done what you said to. All my updates are up to date
Customer: replied 5 days ago.
iTunes told me that
Expert:  Justin Johnson replied 5 days ago.

Do you have a balance in your iOS settings when you looked?

Customer: replied 5 days ago.
No I have a credit card on file
Expert:  Justin Johnson replied 5 days ago.

Try downloading a free application. Let me know if you are able.

Customer: replied 5 days ago.
I loaded it and it downloaded right awY
Expert:  Justin Johnson replied 5 days ago.

Was it an app you haven't purchased before?

Customer: replied 5 days ago.
it was a new app
Expert:  Justin Johnson replied 5 days ago.

Now try purchasing coins and see if the issue is resolved.

Expert:  Justin Johnson replied 4 days ago.

I have not heard back in a day. Have you done what I asked?

Customer: replied 3 days ago.
It worked once yesterday I tried just now and it does not work
Expert:  Justin Johnson replied 3 days ago.

It seems like an issue with the card on file. In my experience it has always either been an issue with the application itself which could be an issue for the developer or an issue with the card on file. My only suggestion would be to try a different card if you have one.

Thanks for working with me and don't forget to rate my service!

Expert:  Justin Johnson replied 3 days ago.

Thanks for working with me! Don't forget to rate my service! :)

Expert:  Justin Johnson replied 2 days ago.

Thanks for working with me! Don't forget to rate my service! :)

Expert:  Justin Johnson replied 2 days ago.

If you found my response helpful please rate my service. Thanks! :)