topic Re: Apple Music inclusive extra not applying in Offers & Add-ons

Apple Music inclusive extra not applying

FJSaturn — Sun, 23 Feb 2025 12:11:21 GMT

I’ve chosen Apple Music as my inclusive extra and can see it active on my EE app. I received a link to set it up but when I click it, it opens Apple Music, shows a white screen for a second, then just continues to the regular Apple Music app. There are no error messages. If I go to the subscriptions section on my iPhone > EE plan benefits, I get a message saying my mobile plan does not include any new subscriptions to Apple services (which is incorrect).

i did previously have an Apple Music family plan subscription that I paid for myself, but cancelled it and it has now expired.

I’ve called Apple who can’t see an issue on their end. Is there anything I can try to get this sorted? Thanks.

Re: Apple Music inclusive extra not applying

Leanne_T — Sun, 23 Feb 2025 14:15:23 GMT

Hi there @FJSaturn

Thanks for coming to the community.

When you follow the link that you've been sent, do you get asked to subscribe or can you view and listen to music? Did you log into Apple Music with your Apple ID?

Leanne 🙂

Re: Apple Music inclusive extra not applying

FJSaturn — Sun, 23 Feb 2025 14:44:33 GMT

Hi Leanne

thanks for your reply. When I click the link it opens Apple Music, briefly shows a white screen, then just goes to the Apple Music app. I can still listen to music but I’m not sure if it’s a grace period from Apple after cancelling. If I go to manage subscription in the Apple Music app it just says expired. I am logged in with my Apple ID.

Re: Apple Music inclusive extra not applying

Leanne_T — Sun, 23 Feb 2025 14:53:39 GMT

Thanks @FJSaturn

How long ago did you receive the link to get set up?

What date did your existing Apple Music subscription end?

Leanne 🙂

Re: Apple Music inclusive extra not applying

FJSaturn — Sun, 23 Feb 2025 16:02:30 GMT

I received the link on 21/02 but didn’t click on it until 22/02 which was when my subscription expired. I have tried again today just in case but I’m still facing the same issue.

Re: Apple Music inclusive extra not applying

Leanne_T — Sun, 23 Feb 2025 16:04:24 GMT

Thanks @FJSaturn

If you give us a call on 150, the team will check Apple Music is set up correctly at our end for you 🙂

Leanne.

Re: Apple Music inclusive extra not applying

Joe801 — Wed, 12 Mar 2025 12:05:15 GMT

Hi, have you fixed this issue yet? I’ve got the same problem as you and want some suggestions. Thanks!

Re: Apple Music inclusive extra not applying

FJSaturn — Wed, 12 Mar 2025 12:46:50 GMT

Hi Joe

No I’ve not got it fixed yet. I called EE about it and they tried removing and re-adding the Apple Music extra, but this didn’t fix the problem. As my Apple Music is working despite it saying I don’t have a subscription, I’ve just left it for now. But if you find a solution please let me know!

Re: Apple Music inclusive extra not applying

JaneyPar — Sat, 05 Apr 2025 14:48:52 GMT

Me too! when I first picked Apple Music (part of the all rounder plan) it was on My subscriptions for a day (even though my other subscription to apple music doesnt finish till the 24th of April). It has since disapeared and I am not convinced it will magically appear on the 25th when the other one runs out. I am really dissapointed. I rang EE and all they said was is that everything is ok at their end but I have followed all their advice. All I can do now is sit and wait to see what the 25th brings.

Re: Apple Music inclusive extra not applying

Katie_bush — Wed, 18 Jun 2025 20:11:50 GMT

Hi, did this get sorted? I’ve just chosen Apple Music as my inclusive extra and cancelled my monthly subscription but I’m not convinced!

Re: Apple Music inclusive extra not applying

Joe801 — Thu, 19 Jun 2025 07:09:26 GMT

The problem is still there, but weirdly, Apple Music is working despite showing an inactive subscription.

Re: Apple Music inclusive extra not applying

Michael_D — Thu, 19 Jun 2025 07:21:48 GMT

Hi @Katie_bush

Welcome to the community.

Is the Apple Music subscription working or are you seeing any kind of error?

Michael

Re: Apple Music inclusive extra not applying

Ant_90 — Tue, 01 Jul 2025 10:07:08 GMT

Joe did you manage to fix this issue? I’ve got the same although Apple Music doesn’t work for me at all.

Re: Apple Music inclusive extra not applying

Joe801 — Tue, 01 Jul 2025 10:17:08 GMT

Hi, the issue is still here, but the weird thing is that Apple Music can still be used even though the account shows no subscription.

Re: Apple Music inclusive extra not applying

ThistlepearlUK — Tue, 02 Sep 2025 17:31:44 GMT

I am having the exact same issue.

I chose Apple Music as a free add on as part of my new EE plan and when I click the activation link, the apple music app loads, a white screen flashes up for about a second and then nothing happens. Apple Music is showing as an active add-on in my EE app, but Apple Music app is saying I do not have a subscription or any EE plan benefits.

I contacted Apple via their chat and they said that my Apple Music subscription should be working and active in my device but that I cannot see the subscription because I have not connected the app using the activation link from EE, which I can't because it doesn't work.

I have just found that since moving to the EE add on benefit, that Apple Music does work, but it won't play a lot of songs and spends a lot of time "loading" rather than instantly playing music like it did when I had a paid for subscription

When I contacted 150 they tried to help - told me to open the link in a differnt browser (you can't, the link opens the Apple Music app), use mobile data not wifi (I got the same issue), cancelled my ad-on and sent me a new link (I got the same issue), got me to delete and reinstall the Apple Music app (didn't work). I have now been told to contact their technical team for help.

Re: Apple Music inclusive extra not applying

Haylz7 — Sun, 18 Jan 2026 19:18:25 GMT

Hi, did you get this sorted? I have the exact same issues! EE have said they can’t help any further and Apple have said the same!

thanks

Re: Apple Music inclusive extra not applying

Ritu_D — Mon, 19 Jan 2026 09:41:10 GMT

Good morning @Haylz7

Welcome to the community.

I am sorry to hear you are experiencing issues with your Apple Music.

Could you explain what has been happening so I can try and help.

Thanks

Ritu

Re: Apple Music inclusive extra not applying

ThistlepearlUK — Mon, 19 Jan 2026 10:56:34 GMT

Hi Haylz7,
No, I never managed to find a real fix. Apple says I do not have an active Apple Music subscription, but EE says I do. Luckily Apple Music works for me without any issues. I only hope that EE hasn’t set this subscription up to auto renew because I cannot find the date my subscription runs out on. Is your Apple Music working? Also, how annoying is it that multiple people have explained the same issue on this thread but the EE Support Team just auto reply asking you to explain, why can’t their bots just read the whole thread?

Re: Apple Music inclusive extra not applying

Haylz7 — Fri, 23 Jan 2026 16:25:30 GMT

Hi ThistlepearlUK

you know I’ve never actually tried to use it 🤣🙈

after reading your message I have tried it and I can play songs and everything through it so I’m assuming that it’s working then? Even though it says it’s not. I will keep an eye out and make sure I’m not billed for this separately as knowing my luck it will have set up a new subscription with my normal payment method 🤣🙈 it’s rubbish that so many people are still have so many issues! Thanks for the reply at least I know I’m still not alone lol

Re: Apple Music inclusive extra not applying

FJSaturn — Fri, 23 Jan 2026 22:08:21 GMT

Just wanted to give an update on this as it’s been almost a year. My subscription is still not showing as active, however my Apple Music has continued to work. So if you’re having this issue but your Apple Music is working, I wouldn’t worry about it.