How JustAnswer Works:

  • Ask an Expert
    Experts are full of valuable knowledge and are ready to help with any question. Credentials confirmed by a Fortune 500 verification firm.
  • Get a Professional Answer
    Via email, text message, or notification as you wait on our site.
    Ask follow up questions if you need to.
  • 100% Satisfaction Guarantee
    Rate the answer you receive.

Ask Justin Johnson Your Own Question

Justin Johnson
Justin Johnson,
Category: Mac
Satisfied Customers: 39
Experience:  Training and Development at Scientifically Speaking
81238384
Type Your Mac Question Here...
Justin Johnson is online now
A new question is answered every 9 seconds

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: 1 month ago.
Category: Mac
Expert:  Russell H. replied 1 month 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 1 month ago.
Apple apps games
Expert:  Russell H. replied 1 month 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 1 month 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 1 month ago.
Are you still there
Customer: replied 1 month ago.
I pad
Expert:  Russell H. replied 1 month ago.

Still here...

Expert:  Russell H. replied 1 month ago.

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

Customer: replied 1 month ago.
The game ask you if you want to purchase coins
Expert:  Russell H. replied 1 month ago.

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

Customer: replied 1 month ago.
Are you with iTunes support
Expert:  Russell H. replied 1 month 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 1 month ago.
I click on the dollar amount and tells me to contact itunes support
Customer: replied 1 month ago.
I don't think I should be charged the $ 5 and 25 and you didn't help.
Expert:  Justin Johnson replied 1 month 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 1 month ago.
Go ahead
Expert:  Justin Johnson replied 1 month ago.

What app are you using to buy coins?

Customer: replied 1 month ago.
Viva slots
Expert:  Justin Johnson replied 1 month ago.

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

Customer: replied 1 month ago.
Expert:  Justin Johnson replied 1 month 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 1 month ago.
It is because sometimes it will work
Expert:  Justin Johnson replied 1 month ago.

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

Expert:  Justin Johnson replied 1 month ago.

How is it going?

Customer: replied 1 month 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 1 month 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 1 month ago.
I have done what you said to. All my updates are up to date
Customer: replied 1 month ago.
iTunes told me that
Expert:  Justin Johnson replied 1 month ago.

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

Customer: replied 1 month ago.
No I have a credit card on file
Expert:  Justin Johnson replied 1 month ago.

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

Customer: replied 1 month ago.
I loaded it and it downloaded right awY
Expert:  Justin Johnson replied 1 month ago.

Was it an app you haven't purchased before?

Customer: replied 1 month ago.
it was a new app
Expert:  Justin Johnson replied 1 month ago.

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

Expert:  Justin Johnson replied 1 month ago.

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

Customer: replied 1 month ago.
It worked once yesterday I tried just now and it does not work
Expert:  Justin Johnson replied 1 month 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 1 month ago.

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

Expert:  Justin Johnson replied 1 month ago.

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

Expert:  Justin Johnson replied 1 month ago.

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