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Locked out of AppStore - anyone has experience/tips?
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Today I got locked out of my AppStore account without warning and possibility of repair (after a long support chat and telephone session). The possible reason (at first they would not tell me) is that I asked for refunds too many times (which I indeed did quite a few times, which I could do as I’m in Europe). I think doing it this way is unfair (and has quite some consequences as I can no longer redownload the many apps I collected over the years). The only option they leave me with is sending a letter (no phonecall or email option) to a legal team in Ireland..
Support people were mostly friendly but could not help in any way.
Anyone experience like this or tips?
Comments
Hi. This sounds not right. Have you tried logging out from your Apple ID and back in (name item at the top of Settings)? You may need to authenticate when logging in (2-factor, questions).
Are you on an iOS beta?
Wow, that is outrageous, in my opinion. I can’t see how applying for a refund too many times, if you have the right to apply for refunds, could have this kind of result. I asked chatGPT about this - it is quite good for this kind of thing - and it said this:
“The crux of the matter lies in whether Apple is legally in the wrong, and here’s where things get a bit tangled. European consumer protection laws are robust and generally lean in favor of the consumer, offering protections that might not be as strong in other jurisdictions. For instance, the EU has strong regulations regarding digital purchases, including the right to a refund under certain conditions. If the individual has been asking for refunds within the framework of these laws, then on the surface, it might seem unjust for Apple to penalize them for exercising their rights.
Yet, the legality of Apple’s actions would heavily depend on the terms of service agreed upon by the user. Most digital platforms include clauses that give them broad discretion to suspend or terminate accounts due to what they perceive as abuse of the service. In this case, if Apple deems frequent requests for refunds as abuse, they might argue that they’re within their rights to suspend the account, especially if this is outlined in the terms of service that the user agreed to.
This brings us to the heart of the matter - the balance between consumer rights and the terms of service agreements. These documents are often long, complex, and not thoroughly read by users. Yet, they form the legal basis of the relationship between the consumer and the service provider. The challenge is determining whether these terms are fair and if they respect the consumer protection laws in place, especially in regions like Europe where these laws are stringent.
The recourse offered, sending a letter to a legal team in Ireland, suggests that the company is taking a formal stance on disputes of this nature. This could be seen as a mechanism to ensure that disputes are handled in a structured legal manner, but it also raises questions about accessibility and the ease with which consumers can resolve issues.
As for advice or tips for someone in this situation, the path isn’t straightforward. It would be wise to document all interactions with the company, including the support chats and phone sessions. Sending a detailed, formal letter to the legal team, as suggested, might be the next step, clearly outlining the situation, the perceived unfairness, and the desired resolution. It could also be beneficial to consult with a consumer rights organization or legal professional to get a clearer understanding of one’s rights in this context and potentially mediate the situation.
In parallel, sharing this experience on public forums, as the individual has done, can sometimes apply social pressure on companies.”
Not on a beta. Tried logging out, AppStore doesn’t allow me to log in again. Get authentication failed message (re-login for iPad no problem with the same appleID). Alas.. thanks for the suggestion.
That indeed seems to sum it up quite good.
It’s kind of confronting how dependent on Apple you are in this. I fully admit having refunded a lot of times (and am willing to change my behaviour), but no warning and no second chance (in the end loosing access to years of apps) in no way seems proportional or fair. And that support is friendly but in the end only sells no (I cannot blame the support people for the straightjacket apple puts them in) leaving me as only recourse an option to write a letter to a legal team is also sobering.
Has me thinking whether I want to stay an Apple consumer..
Can no longer update my apps…
Ow gee, I’m guessing my iCloud subscription will also stop now..
Were you maybe refunding but continuing to keep and use the apps? If so, it might be understandable that they would close your account, and there is probably something in the T&Cs about that.
I did delete them. And even if, a warning would have been fair, and maybe less immediate drastic consequences. Or a route to keep the apps I paid for.
This is probably the part of the agreement you fell foul of, but there is no provision for warnings:
You should probably start by following their advice and present your case.
Yes I guess this is what happened. My iCloud drive is also gone.. cannot recover the money that still was in my AppStore account (confirmed by support).
By follow the advice you mean the last paragraph of Gavinski’s AI answer?
Gee this is a bummer.
Be careful with the refunds guys.
For clarity: I always immediately deleted a refunded app (maybe I forgot some?).
How many refunds did you ask for?
a suspicion from Apple’s side is enough..
Lots and lots of them, no doubt. I tried an app and if I didn’t like it asked for a refund. Sometimes the same app multiple times. But to my knowledge always deleted after.
I’m not proud of that and am willing to change my behavior.
Feels like harsh punishment.
No, I meant write to the address in Ireland that was given to you. If that is the official path to disputing an account suspension, then it’s probably the best place to start.
Posting on social media can be hit and miss, as you need to get enough momentum for larger companies to take notice, and that doesn’t always happen (although I’m not recommending against it). If you follow that route you would need to be completely transparent and make sure you can provide full details of the situation - generally you don’t get so much sympathy if there are gaps or lack of detail in your posts.
Thanks guys..
I’ll keep you posted if I find the spirit to write a letter to Ireland.
Personally I very rarely ask for a refund. If an app isn't my cup of tea, then oops. At least I supported the developer(s). And who knows? Maybe that app will become a hidden gem for future usage.
But there were a couple of times I asked for a refund if the app didn't function proper. N-Track for instance rendered audio with a lot of unwanted pops and cracks (perhaps this was fixed in later iterations, but that left a bad first impression). Procreate Dreams lacked proper undo/redo buttons, trying to force me to use gestures which the shape of the side of my palm always inadvertently triggers when resting it on the screen. (I refuse to wear one of those cumbersome artist gloves that are either too loose or too tight on my hand without any proper inbetween.) But those were rare instances.
You might try writing a contrite letter to the address you were directed to and explain that as you understood it asking for refunds was within your right and that you did not know that repeated refunds could jeapordize your account standing…and that if you had been notified that there was a problem you would have changed your behavior.
You might try in parallel with that reaching out to support and reach someone senior…or go to an Apple Store and try to find someone sympathetic and explain that you did not realize that what you were doing was any sort of violation of your user agreement.
As an fyi, repeatedly purchasing and refunding the same app is a big red flag as is asking for a large number of refunds as the refund process costs the merchant. Banks and credit card companies generally don’t refund the transaction fees to merchants when merchants issue refunds. (At least not in the U.S.)
I am posting not because I think that what Apple did was right but so that you understand why they might have decided to stop doing business with you. So that when you appeal, you understand and can base your approach on understanding their reasons.
And talk to whatever agency in your country handles consumer protection. They may be able to help.
I agree that this is the best approach - I’m sure that if you want anyone here to review anything you want to include in a letter then people would be glad to help.
I will. Thank you.
i could imagine this is a automated process,
calculating balances +/-
and kick out some.
I guess I clearly did enough to get the algorhythm’s attention. And also understand that in the least I used my rights lightly. People at support were kind enough but clearly restricted by their algorhythms and couldn’t in the end be flexible or personal at all (in the way that their actions also felt ‘like an automated process’).
It is what it is…
Although Apple are generally more flexible than most companies. Be thankful you’re not dealing with Microsoft.
I have to say multiple refunds on the same app is probably what triggered the algorithm doesn’t really seem like playing the game to me.
i think it's a simple +-, tendencys, behaviour etc statistics
credit rating type of stuff
Apple knows if you're gaming the App Store. If you download apps, ask for refunds and then still use them on your devices, they know.
It's not easy to get on Apple's bad side, so I'm guessing they're justified in their reasons to block your account.
Why can’t Apple just deny the refund requests, instead of locking the customer out without warning?
Probably because of the legal implications of engaging in dialog with the account owner. Most large corporations enforce user agreements rather than deal with license infringements on a case-by-case basis.
In Europe, Apple can’t deny the refund request. But they can choose to stop doing business with someone.