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Justin Johnson
Justin Johnson, Mac Genius
Category: Mac
Satisfied Customers: 191
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 months ago.
Category: Mac
Expert:  Russell H. replied 6 months 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 months ago.
Apple apps games
Expert:  Russell H. replied 6 months 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 months 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 months ago.
Are you still there
Customer: replied 6 months ago.
I pad
Expert:  Russell H. replied 6 months ago.

Still here...

Expert:  Russell H. replied 6 months ago.

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

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

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

Customer: replied 6 months ago.
Are you with iTunes support
Expert:  Russell H. replied 6 months 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 months ago.
I click on the dollar amount and tells me to contact itunes support
Customer: replied 6 months ago.
I don't think I should be charged the $ 5 and 25 and you didn't help.
Expert:  Justin Johnson replied 6 months 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 6 months ago.
Go ahead
Expert:  Justin Johnson replied 6 months ago.

What app are you using to buy coins?

Customer: replied 6 months ago.
Viva slots
Expert:  Justin Johnson replied 6 months ago.

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

Customer: replied 6 months ago.
Expert:  Justin Johnson replied 6 months 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 6 months ago.
It is because sometimes it will work
Expert:  Justin Johnson replied 6 months ago.

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

Expert:  Justin Johnson replied 6 months ago.

How is it going?

Customer: replied 6 months 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 6 months 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 6 months ago.
I have done what you said to. All my updates are up to date
Customer: replied 6 months ago.
iTunes told me that
Expert:  Justin Johnson replied 6 months ago.

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

Customer: replied 6 months ago.
No I have a credit card on file
Expert:  Justin Johnson replied 6 months ago.

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

Customer: replied 6 months ago.
I loaded it and it downloaded right awY
Expert:  Justin Johnson replied 6 months ago.

Was it an app you haven't purchased before?

Customer: replied 6 months ago.
it was a new app
Expert:  Justin Johnson replied 6 months ago.

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

Expert:  Justin Johnson replied 5 months ago.

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

Customer: replied 5 months ago.
It worked once yesterday I tried just now and it does not work
Expert:  Justin Johnson replied 5 months 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 5 months ago.

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

Expert:  Justin Johnson replied 5 months ago.

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

Expert:  Justin Johnson replied 5 months ago.

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

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