The Tool Desk
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Check Apple’s service status first
Open Apple System Status and look for the service involved, such as the App Store, iTunes Store, or iCloud. Apple advises checking whether a service is down in your country or region, so a status result is not necessarily the same everywhere.
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If the relevant service is marked as affected, avoid repeated sign-in attempts, password resets, or device changes while the issue is ongoing. Recheck the live page before troubleshooting further. If it shows no issue, that is only a snapshot: Apple Support notes that “A service outage may have started recently.”
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Find out whether the internet connection is the problem
Try opening a website in the browser on the device having trouble. If it will not load, test another device connected to the same network. This helps distinguish a problem limited to one device from one affecting the whole connection.
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- Only one device cannot connect: Check whether a VPN or third-party security app is interfering, and update the device software. If the issue persists, use Apple’s device-specific Wi-Fi help.
- Several devices cannot connect: Turn the Wi-Fi router off and back on. If Wi-Fi still does not work, contact your internet provider.
- iPhone or iPad works on Wi-Fi but not cellular: Check that mobile data is enabled for the app you are using.
- The connection works on another network: The original network may be responsible; contact its administrator or provider.
Also check that the device’s date and time are correct, or enable automatic date and time. These are Apple’s troubleshooting steps, not a guarantee that the cause is local: an Apple service may still be experiencing a new or unlisted outage.
If you can’t download or update apps
For an App Store download or update on iPhone or iPad, work through the checks that match the message or symptom. A billing alert, for example, points to a different next step than a connection failure.
Rank #2
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- 4K picture quality: With Roku Streaming Stick Plus, watch your favorites with brilliant 4K picture and vivid HDR color.
- Compact without compromises: Our sleek design won’t block neighboring HDMI ports, and it even powers from your TV alone, plugging into the back and staying out of sight. No wall outlet, no extra cords, no clutter.
- No more juggling remotes: Power up your TV, adjust the volume, and control your Roku device with one remote. Use your voice to quickly search, play entertainment, and more.
- Shows on the go: Take your TV to-go when traveling—without needing to log into someone else’s device.
- Try updating the app manually. Open the App Store and check for an available update.
- Check the payment method on your Apple Account. Apple says a valid payment method may be required even to download a free app.
- Resolve any billing or verification alert. Follow the prompts if you see “billing problem with previous purchase” or “verification required.” Apple’s payment-method help explains how to manage payment details.
- Prioritize a stalled download. On the Home Screen, touch and hold the app, then choose Prioritize Download if that option appears.
- Restart the device and try again.
- Check age requirements. Depending on your country or region, you may need to confirm your age to access certain apps.
If these steps do not resolve the download or update issue, contact Apple Support.
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A missing app, movie, or other purchase does not by itself mean it has been lost. First check whether it appears in the purchase history for the Apple Account currently signed in. The purchase may have been made using a different account.
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- Voice search by asking the Siri Remote
- Check the account: Confirm that you are signed in with the Apple Account used to make the purchase.
- Check compatibility: An app may not be compatible with your current device.
- Check hidden purchases: An item that has been hidden may not appear in the usual purchase list.
- Consider Family Sharing: If a family member made the purchase, check whether it is available through Family Sharing.
- Check for a device restriction: Apple notes that an associated-device restriction can require you to wait before redownloading an item.
If the item is in your purchase history but still will not redownload, use Apple’s report-a-problem page. Apple’s Billing and Subscriptions page lets you review purchase history and payment information and request a refund for purchases that may be eligible. Prior apps and media can be accessed across devices after signing in, but availability is not guaranteed for every item.
If you can’t connect or sign in to iCloud
Check System Status, make sure the same Apple Account is signed in across your devices, and install available device software updates. If sign-in fails only when using cellular, check your cellular or mobile-data settings. If you cannot complete two-factor authentication, follow Apple’s verification-code instructions.
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If you forgot your Apple Account email or phone number
Apple says you can use any email address or phone number on file with your account. Look under Sign-In & Security in your device settings, check Apple apps or services where you are already signed in, or search Apple receipts and support emails. A member of your Family Sharing group may also be able to check your account information. See Apple’s forgotten Apple Account guidance.
If the account is locked or inactive
A security lock can follow too many incorrect password or account-detail attempts. Apple directs users to reset the password. If the account is locked or inactive, a Request Access option may appear. Follow Apple’s account access instructions for the message shown on your device.
If Media & Purchases is disabled
This is distinct from being unable to sign in to iCloud. If Apple says your Media & Purchases account has been disabled, a Continue or reactivation option may be available. Follow the on-screen route or Apple’s account guidance rather than repeatedly trying to sign in.
Independent reader supportYour contribution helps us test, update, and keep practical guides available for everyone.Choose the next step by the kind of failure
| What you find | What to do next |
|---|---|
| Apple lists the affected service | Wait and monitor System Status; retry when the service is no longer shown as affected. |
| No listed issue, but several devices on the same network cannot browse | Restart the router; contact your internet provider if the connection remains unavailable. |
| No listed issue, and only one device fails | Check that device’s VPN, security software, network settings, and software updates. |
| A new download or update fails | Check connectivity, payment details, billing alerts, download priority, and any applicable age confirmation. |
| A past purchase is missing | Check the Apple Account used, purchase history, compatibility, hidden purchases, and Family Sharing. |
| Sign-in is blocked | Identify whether you forgot the account identifier, the account is security-locked or inactive, or Media & Purchases is disabled; use the matching recovery route. |
When to try again or contact Apple
If the status page shows no issue and Apple’s connection checks do not help, try again later: an outage may have begun after your status check. For an unresolved account, App Store, purchase, or billing problem, use the relevant Apple Support contact route. Store features and some download requirements vary by country or region.
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