I started using the iPhone 6S Plus a month ago and my first thing to do with my iPhone is downloading and purchasing some apps. Surprisingly, I couldn’t purchase anything on iTunes or App Store after activating the iPhone.
The following error kept showing up:
Your Purchase Could Not Be Completed.
For assistance, contact iTunes Support or www.apple.com/support/itunes/ww/.
This is really weird because I had no problem purchasing items on iTunes and App Store before using the iPhone. I followed the instruction and contacted Apple via Chat Support. Unfortunately, the first representative was terrible and he even made the issue worse. Below is his response.
After careful review, the request has been denied and the iTunes Account Disabled. For information on Apple’s right to close accounts and the requirements for using the iTunes Store, see this page: http://www.apple.com/legal/internet-services/itunes/ww Because the account was disabled, you won’t be able to update purchased apps or make future purchases.
For the privacy of our customers, I am unable to disclose any further information regarding that resolution. I do apologize for any inconvenience this is likely to cause.
Your iPhone is still active, however, purchases in the iTunes store will be limited. To look into this further, you will want to contact our phone support team for further review.
Yes, my Apple account was disabled without any explanation and I had no idea what was going on. I tried to make a purchase on App Store and this time, I saw the error “Your Apple ID has been disabled”.
I couldn’t accept the decision, so I made a call to the support team to escalate the case. A Senior Advisor with iTunes took over the case and she promised to reach back after 24-48 hours. A day later, I received the following email from iTunes support.
I would like to inform you that I have received word from the department handling your concern.
Tuan, after some investigation, your account was re-enabled and modifications have been made for you to be able to continue to purchase from the iTunes Store.
I apologize for any inconvenience this issue may have caused you. You may want to reset your password to increase the security of your account. Let me also offer an article to help you:
To increase your account’s security, please follow the suggestions outlined in this article when resetting your password:
Apple ID: Security and your Apple ID
I hope everything goes well from here, Tuan. Please let me know if you have any other questions or concerns. Thank you for your understanding and patience regarding your issue. It’s been a pleasure assisting you and you’re a valuable iTunes customer. You have a good day!
After that, I checked my account and everything had been fixed. My account is fully restored now and it wasn’t closed like the first Apple representative told me. They didn’t tell me exactly what happened with my account but I guessed it related to security concerns. I tested some new Apple products and activated them in some different countries, so Apple might have thought that my Apple ID was compromised.
I hope the experience can be helpful for anyone in the same situation, tell me your story with Apple support in a comment below.