topic Re: Apple Music in Archived Posts

Apple Music

WoodsT — Tue, 18 Aug 2020 00:21:52 GMT

I activated my free 6 month trial just a minute ago, went to activate it in the Apple music app, asked me to create an ID which I did. I then got a message saying 'This subscription is already being used with another Apple ID'. Not sure how that's possible when I've only just activated the trial. Any ideas anyone?

Re: Apple Music

Christopher_G — Tue, 18 Aug 2020 09:15:41 GMT

Hi @WoodsT

Welcome to the community.

Did you already have an Apple Music subscription with Apple directly?

Chris

Re: Apple Music

churlishgambina — Thu, 24 Sep 2020 11:27:00 GMT

Hello, I have recently taken out a Full Works plan with EE with an iPhone 11. I am having the same problem. I have the three benefits - Apple Music 24m, Apple TV+ 24m and Apple Arcade 24m. TV+ and Arcade verified instantly, but Apple Music will not verify.

I received a text noting that my Apple Music subscription had been activated, and that I should follow the link https://itunes.apple.com/carrier to verify the subscription. However, whenever I follow the link, the app opens and there is a quick loading screen which reads "Contacting EE and validating your Apple Music subscription...". This screen quickly disappears and I return to the app, though nothing has verified.

On a few occasions I have had a pop-up which reads "This subscription is already being used with a different Apple ID", however I do not get this most of the time.

I have taken the following steps to try and resolve the problem:

- Updated my iOS to the latest (14.0)

- Installed the latest version of Apple Music

- Uninstalled and reinstalled the Apple Music app

- Cleared browser cache

- Sign out of iCloud, restart phone, sign back in, etc.

- Checked in my settings to ensure my phone number is correct and tried it in two different formats (normal / with country calling code)

- The trial version of Apple Music has been wiped from my account

I have phoned EE customer support twice and have tried all of these things a few times to no avail, and each time I have been redirected to Apple. I have also spoken to Apple once.

EE believes it isn't a problem on their end as they simply apply the subscription. They have checked everything over and believe there are no issues that can be resolved by them.

Apple is adamant that it isn't their problem - especially as I was able to activate the trial version with no issues.

This seems to be a common problem stemming back since at least 2017, and there are no clear answers online. It's frustrating that there seems to be no communication between the two companies on this issue.

I am still in the process of trying to get this fixed but thought I would leave a log for those who are experiencing the same issue. If there are any other fixes that I haven't tried yet, please do let me know and if I find a fix then I will report back.

Re: Apple Music

Chris_B — Thu, 24 Sep 2020 11:41:40 GMT

@churlishgambina Have you already got a subscription with Apple Music. This can be the free Apple trial or your own paid subscription?

Re: Apple Music

churlishgambina — Thu, 24 Sep 2020 11:46:05 GMT

@Chris_B No, I activated the trial version yesterday after trying to verify the 24m a few times, hoping it might change something but it didn't, after which I immediately cancelled the trial.

The only other thing I can think of is that when I used to have a Samsung Galaxy S8 I think I had a free trial of Apple Music via EE perhaps a year or two ago, and if I had needed to use an Apple ID for that (I don't remember) then I would have used a very old Apple ID which isn't the same as the one I'm now using. For my new iPhone I've created a new Apple ID.

Re: Apple Music

Chris_B — Thu, 24 Sep 2020 12:53:12 GMT

@churlishgambina Is it the same phone number that you use with the old account? If it is this will be the issue as the EE system is saying you’ve already had the offer so it’ll not let you have it again even if you do now have it as a add on. This can only be sorted by EE customer services as it’s a EE issue.

Re: Apple Music

churlishgambina — Thu, 24 Sep 2020 13:29:09 GMT

@Chris_B I think in the end that is what the problem was, though Apple was able to fix it for me. Unfortunately I wasn't able to get specifics on the fix but it appears that it was an issue of using the same phone number on two Apple IDs and, as you noted, having already had an Apple Music trial via EE in the past. Resolved! Thanks for your input.

Re: Apple Music

Leanne_T — Thu, 24 Sep 2020 14:54:39 GMT

Hi @churlishgambina

Thanks for coming back and letting us know this is now resolved.

Have a lovely evening 🙂

Leanne.

Re: Apple Music

Cla5 — Sat, 30 Jan 2021 10:50:35 GMT

Hi EE

I am having exactly the same issue. When I’m trying to activate my smart add on - Apple Music. It’s saying that my subscription is already being used with another Apple ID. I’ve contacted Apple and after 1 hour they haven’t been able to help and refereed me back to you.

many thanks

Re: Apple Music

Christopher_G — Sat, 30 Jan 2021 12:16:06 GMT

Hi @Cla5

Welcome to the community.

Have you had a free trial for Apple Music through EE before?

Chris

Re: Apple Music

Cla5 — Sat, 30 Jan 2021 12:18:36 GMT

Hi @Christopher_G i have had a couple of 6 month trials as I have been with EE a long time.

Thanks

Re: Apple Music

Christopher_G — Sat, 30 Jan 2021 12:26:29 GMT

OK thanks, @Cla5

It may be worth having a chat with our Tech Gurus. They'll be able to look into this for you.

Please let us know what happens.

Chris

Re: Apple Music

Cla5 — Sat, 30 Jan 2021 12:28:59 GMT

@Christopher_G Thanks.
I have tried getting through all morning via chat and 150 and I just keep being told it’s too busy at the moment.

Re: Apple Music

Christopher_G — Sat, 30 Jan 2021 12:37:24 GMT

I've sent you a private message, @Cla5

Please take a look and get back to me.

Thanks

Chris

Re: Apple Music

Cleob93 — Tue, 27 Apr 2021 20:39:12 GMT

Hi.

I am also having this problem and spoke to the tech customer services yesterday. Was due to have a call back today as they apparently deleted apple music off for me to add back on after 24 hours but heard nothing from EE and had no call back. Apple music still isn't working. Can someone from the tech team please ring me to sort this asap as this is clearly an EE issue and has happened to a number of people

Re: Apple Music

Cleob93 — Tue, 27 Apr 2021 20:39:45 GMT

Hi.

Re: Apple Music

Christopher_B — Wed, 28 Apr 2021 07:42:55 GMT

Hi @Cleob93

Thanks for coming to the community about this.

I hope you're well and having a nice day 😊

I'm glad that our tech team are looking in to this with you, but I'm sorry you've not had the call back.

I've sent you a private message about this.

Thanks.

Chris.

Re: Apple Music

nsetanner — Thu, 24 Jun 2021 18:18:10 GMT

Hello,

Did anyone manage to get this sorted?

I have the same problem and have spoken to EE tech guys 3 times and spoken to Apple 2 times in the past few days and both say it’s an issue on the other companies end and I’m unsure what to do now as just want it sorting?

Thanks

Re: Apple Music

Christopher_G — Fri, 25 Jun 2021 07:12:05 GMT

Hi and welcome to the community, @nsetanner

I've sent you a private message to get some more information from you.

Please have a look and get back to me.

Thanks

Chris

Re: Apple Music

JarekOomen — Sun, 19 Sep 2021 18:39:07 GMT

Hi,

I'm facing the same issue.

I have Apple music activated as a smart benefit and 150 says that it is activated.

However, I don't see anything activated in Apple music itself.

Hope this gets solved soon...

Thanks

Jarek