24
May

I use iTunes for buying almost all of my music (the rest I get from CD Baby, and once in a while, Amazon).  It’s great to have it everywhere I listen to my music, most recently on our Apple TV device which is great way to listen to music while watching all the great photos of Maggie and Jack we’ve taken over the past 17 years (well a small fraction of the photos we’ve taken, as we still need to scan all of those photo albums, but I digress).  So when I can’t find a song I recently purchased, I have to wonder how I lost it, especial with everything backed up on Apple’s Cloud now.  So, I emailed iTunes Support, and they got it back to my very quickly.  Not only that, the customer support person was much more polite than the average retail person I deal with (including, unfortunately, Noodles here in Durham, but I’ll take care of that complaint on Yelp).

Dear Aneil,

My name is Ky and I am an iTunes Store Advisor. I understand your song has disappeared and you’ve just purchased the song a few days ago, I’m sure you are looking forward to having this song posted back to your account and I will be happy to assist you in a timely manner.

I have posted “Walkin’ On the Sun” back to your account. If you have a computer, please follow these steps to download the item:

1) Make sure you’re using the latest version of iTunes. It can be downloaded free of charge from the Apple website:

http://www.apple.com/itunes/download

Note: Installing the latest version of iTunes will not affect your library or any items in your account that you haven’t downloaded.

2) Open iTunes. From the Store menu at the top, choose Check for Available Downloads. You can also click this link to do the same thing:

https://phobos.apple.com/WebObjects/MZFinance.woa/wa/checkForPurchases

3) Enter your account name and password, then click the Check button.

Aneil, the missing item should begin downloading and appear in your Purchased playlist. If you receive an error message while downloading, try again after turning off any firewall or web-accelerator software that you may have installed. If the download process is interrupted for any reason, it should resume once you reopen iTunes.

This article provides information about resuming interrupted downloads:
http://support.apple.com/kb/HT1725

If you don’t see the item in your iTunes Library, please include this information in your response to this email:

– The name of your Internet service provider (ISP)
– The type of Internet connection (such as dial-up, cable modem, or DSL)
– Any troubleshooting steps you may have taken
– Any error messages you may have received

I hope that works, Aneil. Please keep me posted though!

I look forward to speaking with you again soon, please write back if you have further issues regarding this case. Thank you for supporting iTunes, Aneil, and have a wonderful evening!

Sincerely,

Ky
iTunes Store Customer Support
http://www.apple.com/support/itunes/ww/

Please note, I work Sunday to Thursday, 4:30 PM – 11:30 PM EST.

Thank you for allowing me the opportunity to assist you.

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Comments

  • By john sims, October 13th, 2012 at 11:57 pm

    I lost about 25 songs when i upgraded to a iPhone any way to get them back i don’t think they were put in the cloud

    • By Total Trust Admin, October 14th, 2012 at 10:14 am

      You’ll have to contact iTunes support to get an answer.

  • By Dane Anderson, April 10th, 2014 at 10:13 pm

    So I bought an iPhone 5 on eBay, and after an issue arising of the previous owner not disabling his iCloud then clearing that up I’ve supposedly got my iCloud synced up. Here’s the problem. Purchased music on my Mac won’t transfer to my new phone, and I can’t download those songs from iTunes directly to my phone. It’ll tell me I’ve already purchased and would I like to re-download, yes, it process to download (I watch it) but it doesn’t appear anywhere in my library. Even today I bought Rise & Fall by Adventure Club (never previously purchased it). I bought it, watched it download, but it’s nowhere in my music library.

    How do I fix this, what’s the issue?

  • By sarah, April 3rd, 2015 at 7:13 am

    I bought £20 worth of a series only 12 downloaded and i can only hear them and not see them!!

  • By Donna Hampton, July 25th, 2015 at 4:45 pm

    I purchased a lot of songs on a $25 card. Then I purchased some more on a credit card at different times. It has been months since I have been able to find them. I had sent emails before but had not heard back from you. If I had a number I would call you. Please help me as I would like to have the music that I picked out so patiently. If you have a number where I can call please send it to me. Thank you. Donna Hampton

  • By Jane Bynoth, July 30th, 2015 at 12:31 pm

    Just purchased wings song by Birdy. Asked if I store in iTunes , said yes . Can’t find it anywhere only heard it twice. Can you locate it for me.

  • By Michael Cox, September 12th, 2015 at 7:39 am

    I use iTunes for all of my music purchases but now when I go to the iTunes store to “complete my album”, about 75% of my song purchases do not show in iTunes as being purchased so I’m constantly having to switch back and forth between my music and the iTunes store to see what I have so I don’t purchase something twice.

  • By Christopher Waldrop, September 21st, 2015 at 9:42 am

    Songs I’ve either purchased or added don’t appear in iTunes. They disappear after after updates. This is absolutely useless. Purchased songs don’t appear in the “Purchased” playlist. Why does Apple keep making these unnecessary changes?

    I’m asking even though I know I won’t get an answer. I spent 45 minutes in a phone call with someone at Apple who kept telling me over and over, “I don’t know why that’s happening. I can’t help you.”

    iTunes was fine when I first started using it. Now I’ve got to look for an alternative that does what iTunes used to.

  • By Jane, October 18th, 2015 at 8:34 am

    I downloaded iTunes Match on my iphone4 and have lost my entire music how do I get this back please.

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