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TitleDPS: Post-Enrollment Volume Purchase Program Requests

Summary

DPS: Post-Enrollment Volume Purchase Program Issues

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Product: Volume Purchase Program

Summary

This article details how AppleCare Partner Relations (ACPR) Deployment Programs Support (DPS) Advisors assist customers with common post-enrollment Educational (EDU) andBusiness (B2B) Volume Purchase Program (VPP) issues.

For information regarding VPP enrollment issues, see AD1431, "DPS: VPP Enrollments."

Both Tier 1 and Tier 2 DPS Advisors escalate cases to Enterprise Support Tier 1 per AD1430, "DPS: Handling Guide."

To escalate to Enterprise Site Support Engineers (SSEs), DPS Tier 2 Advisors create an RTA in iLog as described in AD1351, "DPS: Tier 2 Advisor Roles and Responsibilities."

Important: Tier 2 Advisors in EMEIA and APAC handle both Tier 1 and Tier 2 steps for post-enrollment VPP issues and should disregard any Tier 1 distinctions described below.

1. Access Issues2. Purchasing Issues and Refunds3. App Licensing Issues4. Account Management5. Referrals6. Related Links

1. Access Issues

A. Apple ID or Password Error

1) Determine whether the correct Apple ID is being used for the portal the customer is accessing. If it is incorrect, help the customer determine which Apple ID to use.

Note: Do not provide any specific account information. Escalate to Tier 2 for identity verification if the customer needs specific details.

2) Refer the customer to My Apple ID to reset the Apple ID password.

3) If the customer is unable to reset via My Apple ID, escalate the case for assistance.

4) Requests to delete an Apple ID should be escalated to Tier 2.

B. Browser Issues

1) General troubleshooting, network timeouts, and non-password sign-in errors.

a) Recommend using Safari.

b) Ask the customer to clear the internet browser's cache and cookies by following the steps in Apple Deployment Programs: Web Browser Support.

c) Instruct him or her to quit the browser and relaunch.

d) Refer to the Related Links section to ensure that the correct URL is being accessed.

e) If the issue persists, have the customer try a different network using Safari.

f) If the issue persists, escalate for assistance.

2) Issues with the Deployment Portal, VPP Store, or VPP fulfillment portal should be escalated to Tier 2, who can submit an RTA.

C. Account Issues

1) If an agent or administrator in the U.S. or Canada signs in to the VPP Portal and receives the message "Unknown Error Occurred," locate the organization's enrollment toverify that the associated Apple Customer Number (ACN) is correct.

a) If the enrollment was approved with an invalid ACN, escalate to Tier 2 for assistance.

b) If there is no issue with the ACN, refer to the troubleshooting section above.

Note: Any Admin accounts created by an Agent using an invalid SAP are unusable. Newly created Admin accounts, after the issue has been corrected, shouldfunction as expected.

2) If the agent receives the error “D-U-N-S number not available from DS” when signing in to the BVPP store, advise the customer to return to deploy.apple.com to completehis or her enrollment with the DUNS information.

2. Purchasing Issues and Refunds

A. Refunds

1) Refunds may be issued for the following reasons:

• Dissatisfied with purchase• Duplicate or accidental purchase• Purchased the wrong application, version, distribution method, or format• Device does not meet system requirements• Documentation indicates that a refund is warranted• The content is no longer available

Note: Content codes or assigned licenses used for books cannot be refunded.

2) Refunds may not be issued if an organization has changed its distribution method, such as deploying devices prior to VPP being available in its area or prior to enrolling, orfor price changes.

3) If the issue is a user error, position the refund as an appropriate exception to the terms of sale that state all sales are final.

4) If the refund is requested in response to a technical issue that causes content redeemed via codes to be unavailable, refer to section 3.A to replace the codes.

5) To issue a refund:

a) Locate the order in the Purchases tab on the Account Overview Page and click View or by searching by the specific Web Order Number in MZ Support.

b) Click the dollar sign ($) next to the item to be refunded.

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c) Select the checkbox next to each item to be refunded.

d) Enter the quantity on the right side of the page. If the refund request is under the full quantity of the purchase, input the correct amount as requested by thecustomer.

e) Select the Case Type and enter the case number.

f) Refer to the table below and select the appropriate Refund Reason from the menu.

Reason DefinitionAccidentalPurchase

The customer purchased the item(s) unintentionally, or they were purchased by a family member or other known partywithout accountholder permission.

AccidentalPurchase -Minor/Child

A minor purchased In-Apps or In-App Subscriptions without account holder permission, or the customer has alreadyreceived a refund for this reason that was classified as an "Accidental Purchase".

Apple IDDeletion/Closure

The customer requests a refund for open Season Passes, active iTunes Match, and/or In-App Subscriptions after havingrequested the deletion of his or her Apple ID. For further information, see Handling Requests to Delete an Apple ID.

ConfiguratorCustomer is unable to redeem purchased codes via Apple Configurator. Customer must first speak with an Enterprise

advisor and provide us with an Enterprise case number.Duplicatepurchase

The customer purchased the item(s) multiple times on the same account or across multiple accounts.

Quality Issue The item(s) has a quality issue. For more information, see iTunes Store: Handling Content Issues.Received wrongcontent

The item(s) have the wrong audio or video. For more information, see iTunes Store: Handling Content Issues.

Unauthorizedpurchase

The item(s) were purchased without the accountholder's knowledge and the purchaser is not known. For refundlimitations, see Handling Inquiries About Unauthorized Account Activity.

Won't download The item(s) cannot be downloaded and troubleshooting does not resolve the issue.Won't play oncomputer/device

The item(s) do not play on the customer's computer/device and troubleshooting does not resolve the issue.

g) In the Comment box, provide a detailed justification for the reason, including the case number. If the customer did not provide a description of the issue, ask fordetails.

h) Click refund.

(1) MZSupport will automatically insert a comment detailing the amount refunded.

i) Refunds for purchases over 90 days old should be sent to the Enterprise SSE team if the refund meets all other criteria for approval, including manager review asdescribed in section 2.A.4.i.

j) Special refund requirements:

(1) The table below indicates which approval level is required for refund amounts. All amounts are in USD. You can use an online currency converter, such ashttp://www.xe.com/currencyconverter/, to convert currencies.

(2) The refund should otherwise meet approval guidelines before escalating, unless the customer requests further review or you believe the request may qualifyfor an exception.

Note: Advisors should escalate sequentially to the level above; for example, a $4,000 refund request would be escalated from Tier 1 to Tier 2 to the seniorspecialists.

Refund Amount Approval Level Contact≤$500 Tier 1 N/A≤$2,000 Tier 2 iLog consultover $2,000 Senior SpecialistACPR_Senior_Specialists@group.apple.com

(3) For orders over $2,000, a senior specialist determines the best course of action. This can include additional troubleshooting, requesting more information, orrequesting approval for the refund. To request approval for a refund:

(a) Select your escalation email address based on the amount requested:

Refund Amount Approval Level Contact≤$5,000 Team Manager TM_VPP_Refund_Approval@group.apple.comover $5,000 Area Manager AM_VPP_Refund_Approval@group.apple.com

(b) Create a new email thread in the iLog case to contact the manager group. Summarize the reason for refund, list any research and troubleshootingcompleted, and provide any other relevant information. Avoid using jargon or abbreviations.

(c) After the request is approved or denied, reply to the heads-up email in Apple Mail to notify the Tier 2 Advisor.

k) Refunds for unredeemed VPP credit are not issued by AppleCare. Customers should be directed to the account executive in the U.S. or the sales rep or reseller fromwhom they purchased the credit.

l) Other refund requests can be considered on a case-by-case basis and must be escalated for review. Escalate to Tier 2 for assistance and provide as much informationas possible about the request.

(1) Refunds for purchases over 90 days old must be sent to the Enterprise SSE team by Tier 2 if the refund meets all other criteria for approval.

m) After the refund has been processed, it will take up to 48 hours to return VPP Credit and up to 7 business days for a credit card purchase.

(1) The funds will return to the original method of purchase.

(2) If the credit card used to purchase the funds is no longer active, the customer will need to contact his or her bank to ensure that the monies are routedcorrectly.

(a) If it has been longer than 10 business days and the customer reports that the bank is unable to locate the funds, escalate to Tier 2 to submit an RTA toSSEs to obtain the ARN reference number as proof of refund by the financial institution.

B. Purchasing VPP Credit

1) For VPP availability, refer to the Related Links section.

2) For purchasing VPP Credit options by country, see: https://support.apple.com/HT202983.

3) VPP administrators can sign in to a secure inbox to access their VPP credit at https://volumepurchaseprogramcredit.apple.com.

a) Issues with access to this site other than the support described in Section 1.A-B are not supported by ACPR. For assistance with this site, customers can contactmyaccess.support@apple.com

b) VPP Credit is available for four weeks. If a customer has not downloaded the credit during this time, send prepared response IC10732, "VPP: Expired VPP Credit" togather the order information.

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Hello XX_Name_XX,

Thank you for contacting Deployment Programs Support at Apple.

When VPP Credit is purchased, an email is sent to the designated administrator between 24 and 72 hours after thepurchase. The email contains a link to a secure inbox where you will be able to log in and access a redemption codefor the credit on the VPP store. This credit is available for four weeks.

If you were given a redemption code for VPP credit by an Apple Authorized Reseller, you must contact them forassistance.

If the credit is visible in your secure inbox, please reply with the information below.

1. Email used to make the initial purchase.2. VPP order number.

For information on how to resend credit purchased through the eCommerce store, see:

Translate

c) After you have gathered the VPP administrator email and Credit Order number, escalate to Tier 2. Tier 2 takes the following steps:

(1) Locate the order in SAP. Confirm that the email address provided by the customer matches the email address that the VPP credit was sent to.

(a) If you are unable to locate the PO number in SAP, have the customer forward his or her PO to institutionorders@apple.com to verify that it has beenprocessed.

(2) Use MZ Support to verify the email address is a Volume Spender account and that the credit is not redeemed by looking up the order number in the CodeSearch section.

(3) Submit an RTA to have the credit republished. Include a screenshot of the order in SAP and use the following notes template in the Troubleshooting section:

Sales Order Number (SAP):Verified Publish to Email:Verified in MZ:Cust PO:Ref# (SAP):

(4) After the SSE confirms the credit has been republished, direct the customer back to the secure inbox to download the credit.

C. Invoice Inquiries

1) Resending Invoices

a) To resend an invoice from MZ Support the order must be finalized.

b) On the order details page, click Resend Invoice.

c) Choose whether to send the invoice to the email address that was used for the purchase or a new email address.

d) If the Resend Invoice button does not appear, the order has not yet invoiced. This can take up to 7 business days.

e) If it has been longer than 7 business days, escalate to Tier 2 to submit an RTA.

2) Japan Invoice Details

a) Customers in Japan may request advance confirmation of the transaction description ( , , , , ) that appears on their credit cardstatement for a VPP purchase.

b) VPP purchases are invoiced like other iTunes Store purchases. The company name that appears on Japan invoices is iTunes K.K. However, the transaction descriptionthat appears on the credit card statement varies by credit card company.

c) Inform customers in Japan that their credit card transaction description may appear as Apple, , iTunes Store, , or some variation(possibly including VPP). Because the description varies by credit card company, we're unable to confirm exactly what will appear on their organization's statement.

D. Inquiries Related to EDU Sales

1) Purchases of 20 or more copies of the same application at once might be discounted if the developer has chosen to offer a volume discount.

a) Users see the discounted price (if available) when they are viewing the details of an individual application in the portal. The prices are not shown on the searchresults page in the portal.

b) Volume discounts are at the discretion of the developer.

2) Inquiries related to EDU orders for finished goods should be directed to the customer's Education Sales representative.

a) For Education Sales contact information, refer to the Related Links section.

E. Unredeeming VPP Credit

When a VPP Credit has been redeemed to the wrong account and has not yet been used, Tier 2 may unredeem by taking these steps:

1) Direct the customer to use the Previously Redeemed Credits section of the Account Summary in the VPP Store to obtain the Activation Code for reuse.

2) Verify the customer’s identity using iCloud Support Tool per CP1322.

3) Under the Store Credit pane in MZ Support, click the Unredeem button next to the requested code.

Important: Do not click Unredeem until the customer had obtained the Activation Code.

4) The customer may now redeem the code to the desired VPP administrator.

F. Processing Issues

1) If orders still show as Processing after 24 hours, ask the customer to view his or her purchase history using the menu in the top-right corner of the Volume PurchaseProgram storefront.

2) Have the customer click the Regenerate History button in the All Purchases section to resolve the issue.

3) For email inquiries, send IC11532, "VPP: Processing Issues."

3. App Licensing Issues

A. Code Redemption Issues

1) When a customer is unable to redeem a code because of an invalid or inactive error, advise him or her that the message will occur if one or more characters of the codeare entered incorrectly.

a) Advise the customer to use iTunes Store: How to redeem a code to confirm the code by sending prepared response IC10622, "VPP: Unable to redeem code(request information)."

https://support.apple.com/HT203043

If you have any questions, let us know. We're happy to help.

Hello XX_Name_XX,

Thank you for contacting Apple Deployment Support about your order.

It is normal behavior for VPP Store purchases to take up to 24 hours to process. But in case there is an issue, pleasefollow these steps:

1. Sign in to the VPP Store (http://vpp.itunes.apple.com).2. Select Account Summary from the menu and click Purchase History.3. Click the Regenerate History button.

If the issue persists after you have regenerated your purchase history, please reply to this email. We're happy to help.

Hello XX_Name_XX,

Thank you for your interest in the App Store Volume Purchase Program. I understand you're having trouble redeemingyour code.

The following article will walk you through the redemption process:

http://support.apple.com/kb/HT1574

b) If the customer still cannot redeem the code, refer him or her to the code issuer to verify the redemption code.

c) If the customer is unable to redeem the code after the contacting the code issuer, replace the code as described in section 4 of AD1520, "DPS: MZ SupportOverview."

2) If a customer has lost a VPP app code, refer him or her to the code issuer at the organization to request a replacement. Send prepared response IC10617, "VPP: Lost code(refer to Program Administrator or Business Representative)."

3) When a customer receives an error message stating that the code has been redeemed, advise the customer to check the Purchased section of the iTunes Store todetermine whether the code was redeemed by his or her Apple ID.

a) Send prepared response IC10623, "VPP: View code redemption status (Program Administrator or Business Purchaser contact)."

b) From the iTunes Store homepage, make sure the customer is signed in with the correct Apple ID and click the Purchased link at the right.

c) If the code was redeemed to his or her Apple ID, the app can be redownloaded from iTunes.

d) If the code was not redeemed to his or her Apple ID, the customer should contact the code issuer at the organization to request a replacement.

4) Orders of more than 2000 codes in a single spreadsheet causes an error upon download. Customers who want to purchase more than 2000 codes must create multipleorders.

5) When a technical issue or Configurator malfunction causes content redeemed via codes to be unavailable, replace the codes as described in AD1520, "DPS: MZ SupportOverview."

a) There is no time limit for code replacement.

b) Replacing a partial batch of codes will not invalidate the entire batch for a refund, if applicable.

c) While replacing the codes, ask if the customer is willing to switch to managed distribution.

(1) The original codes will convert to managed distribution content, but the replacement codes will not.

B. Converting Codes to Managed Distribution

1) Review the Apple ID using MZ Support and confirm that the Convert button is not dimmed.

Note: If the customer has not yet downloaded his or her first VPP token from the store, the button will be dimmed. In this case, instruct the customer to download aVPP token before you proceed.

2) Confirm that the customer wants all the eligible codes purchased with the Volume Store Spender account to be migrated and explain that the migration cannot be undone.

Note: All eligible codes on the Volume Store Spender account will be migrated. It is not possible to migrate a single order’s codes to managed distribution.

a) Send prepared response IC10625, "VPP: Migrating from redemption codes to managed distribution."

3) Migrate the codes in MZSupport.

a) When the customer has replied to the prepared response above, search for the Volume Store Spender account in MZSupport.

b) Click the Convert button in the Account Properties box.

Note: If the customer has not yet downloaded his or her first VPP token from the store, the button will not be available. In this case instruct the customer todownload a VPP token before you proceed.

c) Add a comment that includes the requestor's full name and the iLog case number.

If you continue to have trouble, please contact the responsible VPP agent or administrator in your organization toverify the code you are using is correct.

Hello XX_Name_XX,

Thanks for contacting us. I understand that you lost your Volume Purchase code.

I'm not able to issue replacement codes. For help, you can contact your Program Agent or business representative.

Hello XX_Name_XX,

Thanks for contacting us. I understand you have a question about the status of your redemption codes.

To view the redemption status of your codes, follow these steps:

1. Go to the Volume Purchase Program website: http://volume.itunes.apple.com.2. Choose your store and login with your Volume Purchase Program Apple ID.3. Click your account name to view the purchase history.4. Locate the purchase for your codes.5. In the Get Codes column of that row, click the Download link.

The CSV file that downloads to your computer will contain the current redemption status of each code. A new list willgenerate each time you click the Download link.

If you need more help, contact your institution’s authorized purchaser.

Hello XX_Name_XX,

I understand that you’re interested in moving your Volume Purchase Program delivery method over to manageddistribution. With managed distribution, your organization retains control of apps even after you’ve assigned them tousers. You can then revoke and reassign the apps as needed. The only exception is books: when you assign a book,ownership is transferred to the user.

Make sure that you’re aware of all the managed distribution requirements:

• All previously purchased redemption codes that haven’t been redeemed or that were redeemed with AppleConfigurator will be converted to managed distribution.• We cannot convert specific orders on your account. All orders that meet the above criteria will be converted unlesspreviously refunded.• Codes for Pages, Numbers, Keynote, iMovie and GarageBand that were granted by Apple are not eligible forconversion. You may submit a new request at vpp-fulfill.apple.com.• The migration from redemption codes to managed distribution can’t be reversed.• Managed distribution requires iOS 7 or later or OS X Mavericks v10.9 or later.• A mobile device management (MDM) solution or Apple Configurator 2 is required for managed distribution.• In some rare instances, we may not be able to convert all of your items. For those items, your existing codes canstill be used.

If you reviewed the requirements and want to migrate from redemption codes to managed distribution for all yourprevious Volume Purchase Program purchases, reply to this email and we’ll get you set up.

For more information on migrating from redemption codes to managed distribution, see this article:

http://support.apple.com/kb/HT6015

d) Click Confirm.

e) The migration will begin. When the migration has been completed, you will receive an email stating that it has completed, and a comment will be left on the VolumeStore Spender account.

Note: If you do not receive the email, and there is no comment stating that the migration has completed within 24 hours of initiating the conversion, escalate toTier 2.

4) Send prepared response IC10606, "VPP: Managed distribution conversion completed."

C. Lost or Stolen Devices

1) If the primary deployment computer is lost or stolen, advise the customer to restore the computer from backup.

a) If the customer does not have a backup, issue a refund for the purchase history on the account as a one-time exception as described in section 2.

(1) Escalate to Tier 2 for purchases older than 90 days.

b) Position the importance of backing up and refer him or her to Apple Configurator: Backing Up and Restoring Data.

c) If the customer needs any assistance backing up or restoring the computer, escalate to Enterprise Support.

2) If a user device is lost or stolen, customers will not lose apps.

a) If a customer is having issues reclaiming codes, escalate to Enterprise Support.

b) If Enterprise indicates that the customer is unable to reclaim the codes, issue a new code and spreadsheet for each lost App and position as a one-time exception.

D. App System Requirements

1) When customers receive the “App is not compatible with device” error, ensure that the customer's devices meet the App's system requirements. If the device:

• Meets the system requirements, advise the customer to update the device software by sending prepared response, IC10686, "Update the Device Software."• Does not meet the system requirements, refer the customer to the system requirements and issue an one-time exception refund as an accidental purchase asdescribed in section 2.

E. Profile Manager Inquiries

1) For how-to inquiries, refer customer to Enterprise Support and online resources.

2) For technical issues, escalate to Enterprise Support.

F. App Licensing Questions

1) For questions about app licensing, send prepared response IC10590, "VPP: Company or institution wants advice about purchasing app licenses (U.S., CA, AUS, FR, DE, IT,JP, NZL, SP, UK only)."

G. Mac Volume Licenses & Apple Maintenance Program

Hello XX_Name_XX,

We’ve finished moving your VPP redemption codes over to managed distribution.

• Total number of codes purchased: XX_Insert_Number_of_Codes_Purchased__XX.• Total number of codes that were converted: XX_Insert_Number_of_Codes_Converted__XX.

To learn more about the Volume Purchase Program, see these pages:

• Volume Purchase Program for Business: http://www.apple.com/business/vpp• Volume Purchase Program for Education: http://www.apple.com/education

If you have any questions, let us know. We're happy to help.

Hello XX_Name_XX,

Thank you for contacting the Deployment Programs Support team at Apple regarding your recent purchase in theVolume Purchase Program store.

Because each major release of iOS and OS X includes new features, many apps will release new versions that takeadvantage of these features. Some apps also offer earlier, compatible versions for customers using earlier operatingsystems.

The app that you are trying to install, XX_App_Name_XX is listed as compatible with iOS XX_version_XX/OS XXX_Version_XX or later. You may update your device software and attempt to reinstall the app after the update.

If you have further questions about the compatibility of the app, you may contact the developer directly at:

XX_Support_Link_XX

If you have any other questions, please feel free to contact us again:

https://www.apple.com/support/itunes/vpp

Hello XX_Name_XX,

Thanks for your interest in purchasing app licenses for your organization. Please refer to the following excerpt fromthe App Store Terms and Conditions:

APP STORE PRODUCT USAGE RULES

(i) If you are an individual acting in your personal capacity, you may download and sync an App Store Product forpersonal, noncommercial use on any iOS Device you own or control.

(ii) If you are a commercial enterprise or educational institution, you may download and sync an App Store Product foruse by either (a) a single individual on one or more iOS Devices used by that individual that you own or control or (b)multiple individuals, on a single shared iOS Device you own or control. For example, a single employee may use anApp Store Product on both the employee's iPhone and iPad, or multiple students may serially use an App StoreProduct on a single iPad located at a resource center or library. For the sake of clarity, each iOS Device used serially bymultiple users requires a separate license.

The App Store Terms and Conditions are available here:

http://www.apple.com/legal/itunes/ww/

For more information about the Volume Purchase Program, visit:

https://volume.itunes.apple.com/storehttp://www.apple.com/business/vpp/http://www.apple.com/education/docs/ios_6_education_deployment_guide.pdfhttp://www.apple.com/education/it/

You may also want to contact your Enterprise or Education Sales Contact for more assistance.

1) Customers who purchased Final Cut Pro, Motion, Compressor, or Logic Pro X through one of the above programs may request to assign them to a VPP account formanaged distribution.

2) Gather the proof of purchase (POP) as described in section 2.A of AD1451 and the unused codes from the customer.

3) Confirm the Apple ID to which they want to assign the license.

4) Review the POP and confirm that the codes are unredeemed in the Code Search section of MZ Support.

Note: You can review up to 5 comma separated codes at a time.

5) After confirming the codes are unredeemed, escalate to Tier 2 to submit an RTA to the Enterprise SSEs for issuance.

4. Account Management

A. Account Management

1) To reset an account password, send prepared response IC10604, "VPP B2B: Resetting account password."

2) For account access issues, send prepared response IC10605, "VPP: Account access issue."

3) For credit card change requests, send prepared response IC10694, "VPP: Change Credit Card."

4) For account balance inquiries, send prepared response IC11348, "VPP: Balance Inquiry."

B. Transferring Administrators

1) Administrators can be moved over to a new Agent to retain purchase history and VPP credit or if the Agent account has been lost per the guidelines in HT6411, "Lostaccess to a Volume Purchase Program Agent account".

a) When the new account is in the Finalized Enrollment stage, obtain the new Agent Apple ID and the former Agent Apple ID.

b) Verify that two-step verification has been enabled on the new Agent’s Apple ID.

c) Using the Account Manager tool in Q.dashboard, enter one Apple ID in Account #1 and the other in Account #2, and click Search.

d) Drag the desired admins one at a time under the new Agent’s Apple ID until all have been moved.

D. Legacy Accounts

1) VPP accounts that were created prior to March 1, 2014, are referred to as legacy accounts.

2) When a customer contacts us to request that the account be moved to a new account, explain that the organization must submit a new enrollment and assist thecustomer as far as possible.

3) When the new enrollment has been approved, the administrators can be moved from the legacy account to the new account as described in section B.

E. Fraud

1) Handle transaction declines and suspected fraudulent activity as described in CP1337, "SOP: iTunes Store: Resolving Transaction Declines and Reporting Fraud Trends."

2) If the account is disabled in MZ Support, customers cannot purchase apps or books in the VPP Store and are unable to redeem VPP Credit. Note the case and escalate toTier 2. Tier 2 takes the following steps:

Hello XX_Name_XX,

If you no longer have the password for your account, you can reset it on the iForgot website:

http://iforgot.apple.com

At iForgot, you can choose to reset your password in one of these ways:

• Have a password-reset email sent to an email address on your account.• Verify your birthday and then answer the security questions that you previously set up.

Hello XX_Name_XX,

I understand you cannot access your Volume Purchase Program account. If you can't remember your Volume PurchaseProgram Apple ID or password, visit http://iforgot.apple.com for help. You will need access to the email addressassociated with your Apple ID and the answers to the security questions.

If you are unable to recover your Apple ID or reset your password and your institution's help desk cannot help, pleasereply to this email and we can further assist you.

Apple IDs used on the consumer App Store cannot be used for Volume Purchase Program orders, and VolumePurchase Program Apple IDs cannot be used on the consumer App Store.

Hello XX_Name_XX,

Thanks for contacting us.

To change your credit card on your Volume Purchase Plan account, follow these steps:

1. Open http://volume.itunes.apple.com/us/store.2. Click Sign In, enter your Admin/Agent Apple ID and password, then click Sign In again.3. Click your email address in the top right corner.4. Select "Account Summary."4. Click "Edit Payment Information."5. Enter complete payment information.6. Click “Done."

If you have any questions, let us know.

Hello XX_Name_XX,

Thank you for contacting Deployment Programs Support at Apple about your VPP account balance.

You can view your current balance at any time by taking the following steps:

1. Navigate to volume.itunes.apple.com2. Sign in using your VPP Apple ID3. Click on your Apple ID on the top right4. Select Account Summary

The balance will be listed in the Account Information section and also be present to the left of your Apple ID when youfirst sign in.

If you have any questions, please let us know. We’re happy to help.

a) Verify the accountholder’s identity in iCloud Support Tool as this automatically re-enables the account in MZ Support.

b) Verify in MZ Support that the account has been enabled.

3) When customers try to create a large quantity of Apple IDs in a short period of time from one location, this may cause the account to be flagged as potential fraud andrequires manual review. When a customer contacts us to report that his or her account has been flagged, we can submit a request to have the account whitelisted so that itwon't incur any more flags for a period of 30 days so they can create as many Apple IDs as needed.

a) Ask the customer if he or she is familiar with managed distribution and would be willing to change distribution method to avoid this issue.

b) When possible, refer the customer back to his or her SE or AE for assistance.

c) If customers contact us before starting to create the Apple IDs, their accounts can be preemptively whitelisted to avoid a delay due to flagging. In this situation,include the date when the customer plans to start creating Apple IDs in the whitelisting request.

4) When reporting fraud or responding to a customer requesting whitelisting, gather the necessary information from the customer based on the template below by phoneonly. Do not send the template by email. Do not set any expectations with the customer or use the term "whitelist."

:::: Customer Information ::::Company/Institution: Company/Institution Address: Customer Contact Name: Customer Contact Email: SE Name/eMail:

:::: Request ::::Describe the deployment: What is the specific request? Number of devices? Number of accounts? Does the customer have the devices, and is the customer ready to create accounts? (Y/N): Is the customer is aware that the whitelisting window is 30 days and starts with our confirmation back to the SE? (Y/N): Date needed by:

:::: Whitelist Options ::::Corporate email domain: (if all users use company email addresses to create their accounts)

OR

IP address to be used to create accounts: (Use this option only when email domain or email addresses are not available. Gather the public-facing IP address)

5) After the above information has been gathered, consult iTunes Fraud Exceptions in iLog.

Consult > Choose Other > Other > iTunes Fraud Prevention > Global EN iTS Fraud Exception

6) After a reply has been received from the Fraud team, contact the customer by phone to let him or her know that the organization will have 30 days to create the quantityof Apple IDs necessary. After this window, they may need to contact us again. If the request was denied, do not provide any more information or explanation of internalprocesses.

F. Processing Issues

5. Referrals

A. Referral to sales

1) For volume voucher purchases or refunds: send prepared response IC10620, "VPP: Referral to Sales (volume voucher purchases/refunds)"

6. Related Links

A. VPP Availability

• For business: http://www.apple.com/business/vpp/• For education: http://www.apple.com/uk/education/it/vpp/

B. VPP Customer Portals

• Admin access to VPP store: http://volume.itunes.apple.com/• Creating Program Administrator (Admin): http://deploy.apple.com• Program Agent Enrollment: http://deploy.apple.com

C. Country-specific Links

1) For finished goods inquiries, refer to customer to the link for his or her country:

• Australia and New Zealand: • Phone: 1300 551 927 • Email: education_aus@apple.com• France: http://www.apple.com/fr/education/how-to-buy/• Germany: http://www.apple.com/de/education/how-to-buy/• Ireland: http://www.apple.com/ie/education/how-to-buy/• Italy: http://www.apple.com/it/education/how-to-buy/• Japan: http://www.apple.com/jp/feedback/education/var.html• United Kingdom: http://www.apple.com/uk/education/how-to-buy/

Recent Changes

26 May 2016: Added F.3 with IC11532; Added E.225 May 2016: Updated link in IC10606; Updated 2.A.5.g, h, i; Updated section 4.E19 May 2016: Added section 3.G17 May 2016: Added 2.B.3.1.c.a11 May 2016: Updated section regarding code replacements05 May 2016: Updated special refund requirements, updated IC1073202 May 2016: Updated 2.B.3.c29 Apr 2016: Updated IC1062227 Apr 2016: Updated section 2.B25 Apr 2016: Updated links in IC10606 and IC1059021 Apr 2016: Updated 1.B.218 Apr 2016: Updated IC1062014 Apr 2016: Updated section 2.B05 Apr 2016: Updated section 2.B.3.C.3, added section 2.F22 Mar 2016: Added section 4.A.429 Feb 2016: Updated IC1073219 Feb 2016: Updated section 2.E16 Feb 2016: Updated section 4.E11 Feb 2016: Added 3.B.2, minor change to IC10732

Hello XX_Name_XX,

Thanks for contacting Deployment Programs Support at Apple.

To obtain a refund for your VPP Credit, you’ll need to contact the group from which you purchased it.

If you purchased it from an Apple Authorized Reseller, reach out to them with your request.

If you purchased it directly from Apple, call our XX_Business_or_EDU_XX Sales team at XX_Phone_Number_XX orcontact your sales representative directly.

If you have any questions, let us know. We're happy to help.

10 Feb 2016: Updated 2.A.4.j09 Feb 2016: Updated section 2.B22 Jan 2016: Updated section 2.B.3.C05 Jan 2016: Moved Replacing Codes instructions to AD152022 Dec 2015: Clarification to IC10625 and added 3.C.410 Dec 2015: Corrected lettering09 Dec 2015: Added clarification to 2.A.4.a07 Dec 2015: Corrected link in 3.D.1.b and added 2.A.4.d19 Nov 2015: Moved DPS feedback to AD404 and changed 2.A.4.i13 Nov 2015: Updated 2.B.3.c.410 Nov 2015: Added section 1.C09 Nov 2015: Updated IC1062505 Nov 2015: Added 2.A.4.k.a; Updated 1.B.2

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