Support Center

Problem Making In-App Purchase iOS/OS X

Last Updated: Jun 21, 2019 04:03PM PDT

There are a several error message you may see when making an in-app purchase:

"You must purchase the app that this item is for before you can purchase the item.":
This message will display if you are attempting to make an in app purchase using a different iTunes account than the one you used to download the app.  Unfortunately Apple only allows users to buy in app purchases with the same iTunes account that the app was originally downloaded with.  Either you'll have to use that iTunes account to make in app purchases, or you'll have to delete and re-download the app with the iTunes account you are trying to make a purchase with. If you do delete the app make sure have a backup incase you have trouble restoring your data on reinstall.

"Purchase Cancelled.":
This is typically caused by a poor connection to the iTunes server.  Try turning your device off and back on and make sure that you are connected to the internet (either wifi or cellular data is fine).  Also, check that your time and date settings on your device are correct as this can cause a problem with in app purchases.  The issue may be a temporary one with the iTunes servers and trying again later typically resolves the issue.  

"Contact apple support to complete this transaction.":
There is an error with your iTunes account and you need to contact Apple support for further assistance.

"You've already purchased this In-App Purchase but it hasn't been downloaded."
This is usually followed by the option to download it.  If not, this is likely a connection error with the App Store.  Turn the device off and back on, ensure you have a good internet connection.  You may may also need to try again later.  If the problem continues you can try reinstalling the app.  Ensure you have a device backup before deleting.  
If you still cannot get this to download you will need to contact iTunes support for a refund so that you can repurchase the item.

For issues with missing in-app purchases please email us to resolve the problem.
seconds ago
a minute ago
minutes ago
an hour ago
hours ago
a day ago
days ago
Invalid characters found