topic Re: Apple Music add on not appearing as a new plan/subscription in Offers & Add-ons

Apple Music add on not appearing as a new plan/subscription

Beth0013 — Mon, 19 Jun 2023 11:18:24 GMT

Hi! I’ve just added Apple Music to my contract but the new subscription isn’t appearing in the Music App.

When I click on the link EE has supplied the Apple Music app opens, a blank window appears then it takes me to the music. When I check the subscription, it’s only my previous plan (expired 4 weeks ago), no new plan is there. When I go into my Apple ID and check the EE Plan Benefits, it tells me “your mobile plan does not include any new subscriptions to Apple Services”. I’ve been into setting and confirmed my number is correct. I’ve also removed and reinstalled the app as well as restarting my phone.
Ive tried to call 150 but the self service system sends me around in a loop and I can’t get to speak to anyone.
An I missing something? Is there an easy way to speak to someone on 150?

Thanks

Re: Apple Music add on not appearing as a new plan/subscription

Christopher_G — Mon, 19 Jun 2023 13:40:27 GMT

Hi @Beth0013

Welcome to the community.

It sounds like something we'll need our technical support team to help you with. If you call 150, follow the options for mobile technical support, you should get through to someone.

Let us know what happens please.

Chris

Re: Apple Music add on not appearing as a new plan/subscription

kamyk18 — Fri, 14 Jul 2023 15:20:54 GMT

You have to click on the link you received while using data. It's not going to work if you're connected to WiFi. Click on the link you received and they will ask you to confirm your iCloud password or sign in with different one. Literally take 10 second.

Re: Apple Music add on not appearing as a new plan/subscription

Kingarthur64 — Thu, 05 Oct 2023 09:36:27 GMT

It appears I have the same issue. Took the 6 months Apple Music offer and appears to be working fine etc allowing me to stream etc, but no where does it show that I'm in any sort of plan or subscription. Apple Music just shows my last free trial which expired way back. Not really a problem but you'd think it would show somewhere. Any ideas?

Re: Apple Music add on not appearing as a new plan/subscription

Kingarthur64 — Thu, 05 Oct 2023 09:42:21 GMT

Did anyone get a solution to this problem. I appear to have Apple Music working streaming fine, it just doesnt show anywhere in Apple that I have a current valid subscription, just shows my previous expired trials.

Re: Apple Music add on not appearing as a new plan/subscription

Leanne_T — Thu, 05 Oct 2023 12:11:01 GMT

Hi @Kingarthur64

Thanks for coming here.

If you log into your My EE app and select add-ons, does the Apple Music add-on show?

Leanne 🙂

Re: Apple Music add on not appearing as a new plan/subscription

Kingarthur64 — Thu, 05 Oct 2023 12:17:43 GMT

Hi Leanne, yes it does show as an active add-on on the EE app, and Apple Music is working fine (as far as I know). Its just that nowhere on Apple Music either itunes or on mobile phone does it show that I am a subscriber. I suppose all the while its working and I'm not being charged there isn't a problem. Just seems strange by Apple. I will have to make a note to remove the add-on after 6 months.

Re: Apple Music add on not appearing as a new plan/subscription

Leanne_T — Thu, 05 Oct 2023 12:30:30 GMT

Hi @Kingarthur64

We will send you a text to let you know the trial is coming to an end before you are charged.

You could try contacting Apple to see why this isn't showing for you.

Leanne 🙂

Re: Apple Music add on not appearing as a new plan/subscription

Kingarthur64 — Thu, 05 Oct 2023 13:59:26 GMT

Hi Leanne, as you suggested I have contacted Apple support via chat, they have said subscription for 6 months shows against my Apple ID at their end and not sure why not showing as a subscription in Apple Music or my Apple ID on iPhone or iPad. So, left it at that and as you say will hopefully get a reminder near end of free period. At least it’s working, thanks for the assistance. Keith

Re: Apple Music add on not appearing as a new plan/subscription

Leanne_T — Thu, 05 Oct 2023 14:03:10 GMT

No problem @Kingarthur64

Thanks for the update 🙂

Leanne.

Re: Apple Music add on not appearing as a new plan/subscription

YouAreNumber6 — Tue, 30 Jan 2024 21:33:35 GMT

Exactly the same problem. Apple couldn’t sort it either.

Re: Apple Music add on not appearing as a new plan/subscription

Katie_B — Wed, 31 Jan 2024 07:51:31 GMT

Hello @YouAreNumber6.

Welcome to the community.

Did you previously have an Apple Music account before adding Apple Music to your EE plan?

If you currently have a subscription for Apple Music directly with Apple, this will need to be cancelled in order to enjoy Apple Music through EE.

Katie

Re: Apple Music add on not appearing as a new plan/subscription

YouAreNumber6 — Wed, 31 Jan 2024 08:01:33 GMT

Nope. Had a trial about 2 years ago for a month that long since expired.

Same issue as previous post. AM seems to work ok, but subscription not visible anywhere, and same message generated when clicking EE Plan Benefits in Manage Subscriptions. The Apple TV one was added without a hitch.

Re: Apple Music add on not appearing as a new plan/subscription

Katie_B — Wed, 31 Jan 2024 08:10:00 GMT

Thanks for confirming @YouAreNumber6.

Have you been able to speak with our customer care team on 150?

Katie

Re: Apple Music add on not appearing as a new plan/subscription

YouAreNumber6 — Wed, 31 Jan 2024 08:17:58 GMT

Logged it with Apple

Re: Apple Music add on not appearing as a new plan/subscription

Katie_B — Wed, 31 Jan 2024 08:19:18 GMT

Is this still being looked into by Apple @YouAreNumber6?

Katie

Re: Apple Music add on not appearing as a new plan/subscription

YouAreNumber6 — Wed, 31 Jan 2024 08:23:26 GMT

AFAIK yes

Re: Apple Music add on not appearing as a new plan/subscription

Katie_B — Wed, 31 Jan 2024 08:36:25 GMT

When Apple get back to you please be sure to let us know @YouAreNumber6.

Our customer care team on 150 will also be happy to look into this for you.

Katie

Re: Apple Music add on not appearing as a new plan/subscription

Moomintrude — Fri, 09 Feb 2024 13:31:59 GMT

I'm having exactly the same problem too! Since December 2023 I've been told by EE it's Apple's error and by Apple that it's previously been resolved by EE. Apple say that the EE 6mos trial doesn't show on their systems at all, so they can't issue a code to reinstate it. This is so frustrating! Customers stuck between 2 providers who are not helping and it's clearly a wider problem. I'm on the phone now to the Apple technical team again and will call 150 EE later. Please please get this sorted out EE 😞

Re: Apple Music add on not appearing as a new plan/subscription

Kingarthur64 — Sat, 10 Feb 2024 10:17:47 GMT

Never did get mine sorted but Apple Music still working for me even though it doesn't show up anywhere. My 6 months expires in April anyway so not really a problem.