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Can't activate apple music subscription
TomMurray2003
Member

Help!  Just upgraded my wife's phone to iPhone 13 and upgraded plan to 5G More... it's supposed to include Apple Music.  I followed the directions on both Verizon and Apple websites, to include enabling Apple Music for my wife's line via Verizon (she recv'd the text from Verizon to click and also cancelled her apple music subscription from within her phone).

And when I go to phone settings > subscriptions > verizon benefits on her phone, I get an advisory that says "your mobile phone plan doesn't include subscriptions to apple services."

How do I link her Apple ID or otherwise turn on the Verizon benefit?

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Re: Can't activate apple music subscription
sonicwhr1
Member

I have the exact same issue on my iPhone 12. I'm chasing through support now. I started with Apple. Did you find a way to get this resolved?

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Re: Can't activate apple music subscription
sonicwhr1
Member

Ok, I finally got an answer on this, but I don't know if you have the same situation or not.

The short answer is I cannot use it because I have Family Sharing turned on. I cannot turn off Family Sharing because I use it to manage my kids phones and I am the Family Organizer. The tech could not explain how an Individual Apple Music subscription should be blocked by Family Sharing (since Family Sharing should only share family plans), or why this information is not present on Verizon's website or in any of the Terms and Conditions. In fact, they pretty much ended the conversation as soon as I asked about it.

Details of my interaction, for those that like to read these things:

Apple Support - Found nothing wrong on my Apple ID and said the issue must be on Verizon's end

Verizon Support - 

1) My first contact with Verizon Support was last week. I explained the issue, including the message I was getting. The chat tech noticed that I had just enrolled the day before, to which I explained that before reaching out to support I had "Unenrolled" and the "Enrolled" again to see if that would solve the issue. I was then told by the chat representative that Unenrolling was not allowed and that I probably messed something up when I Unenrolled (never mind the issue was present prior to me unenrolling, but I digress) and opened a ticket on my behalf. I was given a ticket number and was told it would be provided via E-mail as well. I didn't write down the ticket number because I expected an E-mail, but never got one. That one's on me. Any way, I was told to give it a week to get fixed.

2) I reached out to Verizon support again today. The first tech was very helpful and went through some troubleshooting steps. I will point out that the main thing the tech had me do was unenroll from Apple Music and then enroll again, even though the tech last week said I shouldn't have done that and that was the cause of my issues. After that didn't work and checking a few things, the chat tech escalated me to a "Tier 2" rep. (On a side note: It would be nice if Verizon Wireless's chat system would provide agent names or ID numbers or something so we can differentiate, as it is I will trust that the Tier 2 rep really was a Tier 2 rep). After having me check a few things on the website the chat session stalled or died, I'm not sure. There was no indication in my chat window, and I only realized by logging in via a second browser after about 30 minutes of no responses. The system offered to reconnect me to the existing chat where I saw additional messages from the Tier 2 agent. It was at this point that they asked if I had Family Sharing turned on. I confirmed this and they told me to turn off Family Sharing and try again, but I explained that I cannot turn off Family Sharing and it was at this point that they informed me that the free Apple Music subscription doesn't work if you have Family Sharing turned on and it must be turned off. I did a quick look through Verizon's website and the Terms and Conditions under Apple Music (including checking for any "fine print" or asterisks or anything that would lead me to additional information), and pointed out that the website doesn't mention this anywhere, that its possible to get an Individual Apple Music subscription through Apple with Family Sharing turned on (it just doesn't get shared), but at this point the tech sent the standard "I hope I have been able to resolve your issue.." sign off message and disconnected the chat, so I got no explanation as to why this information isn't provided up front or why it makes a difference.

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