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I have an apple tv subscription for which I pay 8.99. The most recent payment was 2 weeks ago. I tried to watch tv over the weekend but it says my account is locked. I tried to unlock using the details in support but no joy.
Called support, they say there is nothing they can do. They say I have to set up a new account with a new email and pay again for this month. No refund for the payment I've already made.
How can that be right?
Thanks Jim. My second post on this thread was only posted because my initial attempt to query this was removed for being negative. It was word for word what my post at the top of this thread said. I didn't see a negative side to that post.
On the locked account. It's not locked due to incorrect password. I have a smart TV at home that is the only place it has been used. You don't keep putting a password in on a smart TV so I never have.
I was told by support that accounts 'just do that sometimes' (I.e. lock). And that there isn't a work around.
Thanks again to everyone for the suggestions. One to chalk up to experience.
So, who knows.
Accounts will get locked when the password has been entered incorrectly too many times. If you did not do that, then it may have been someone trying to access your account. The solution to a locked account is to reset your password. This is something Apple cannot do for you, but you can do that by following the steps here to reset the password on the internet. Depending on the information you are able to provide, there may be a waiting period. If you have another Trusted Device or set up a Trusted Phone number, then it is done immediately.
If you forgot your Apple Account password - Apple Support
We have no access to your account, so cannot provide any specific information in your case, but resetting the password for a locked account is a common procedure that does not require you to create a new Apple ID. If you prefer to go to X, Facebook, etc, then you are free to do that and no one here will stop you. What will be prevented here is any content that violates the Terms of Use which you can find on the bottom of this page. Nobody is interested in any rants or threats to post elsewhere.
Hopefully resetting your Apple ID password will resolve the problem and you will be back to watching Apple TV soon. Additional protections can be put on your account, such as two factor authentication if you have not done that, and also Recovery Contacts to make the password reset much easier.
I had to repost the query on this new thread.
I tried escalating through support but was told that there is no escalation above the chap I spoke to.
Thanks I tried that page before calling support.
Resetting the password just takes me to the page that says the account is locked. Trying to get it unlocked does nothing so you are left with the support route. Support say they can't do anything.
I posted the above earlier hoping for help.but the post was removed for being negative.
Assuming this will be as well, I have no other option than to ask trading standards and post my experience on X, Facebook etc.
You responded on the same thread so it doesn't appear to be removed.
The only thing to suggest would be to try support again and escalate it to a higher representative, they should be able to explain why the account was locked and provide verification measures to move towards resolving the situation.
Best of luck
Mac Jim, I think you can see from my post at the top of the thread, it's not a rant. My second post was exasperation at having a legitimate post removed. I'd love to get back into my account. I'd love to not have to set up another account. I'd love to not have to pay twice. I turned to this forum because I was dismissed by support. Having my original post then deleted meant I had nowhere else to go.
I really appreciate everyone's help on this thread. Unfortunately all possible solutions end in calling support who have not been able to help.
I am therefore left paying for apple tv that I can't watch.
Not a rant just stating the position of fact.
Sorry, we don't know the reason why Apple has come to that conclusion. There have been no other posts here where the Apple ID had to be abandoned on the Apple TV+ service. As stated, being locked out for incorrect password attempts is a common occurrence for those that have forgotten their password, but the reset process normally goes on without a hitch. I can think of one scenario where it would be required to change your Apple ID to a new email address, but changing your Apple ID also transfers your subscriptions and it can only be done after it has been unlocked.
The scenario would be if a person went to a location and logged into Apple TV+ on someone else's TV, such as an AirBNB and did not log out. There would be repeated requests to access your account and you would be forced to change your password. I could see repeated password guesses by another person at that location and it would continually lock your account requiring the Apple ID email change.
If someone does know your Apple ID and Password, then they can take over your account and it will now be theirs. The password reset process relies on information you have on your account, such as Trusted Phone number and personal information, all of which can be changed if someone already has access to your account.
I do agree you should get refunded $4.50 for the half of the subscription you were unable to use.I also wish we knew the details for why your Apple ID had to be abandoned, but we don't know those details. I totally agree with everything you said in your top post, the second post was uncalled for and post that was removed obviously violated the terms of use for this site. You will find people are much more willing to work with you when you are not saying, if you don't give me my $4.50, I'm going to plaster over Social Media. That never seems to work no matter how frustrated you are.
Locked appletv account. Been told to pay twice
