Purchased Bundle Episodes 2-5 + 500 Days - But it's showing I have not!

Hi, I purchased The Walking Dead Episodes 2-5 and 500 Days (the special bundle for $19.99) for my iPhone 5 on iTunes. I have the receipt for the purchase as well, which totals $21.89. This was yesterday. However my episodes never loaded and it's telling me I still have to buy them. I am trying not too get upset about this, but I would like a refund. Who do I need to contact about this?

Comments

  • Also I would like to add I have tried the 'restore purchases' button multiple times and it still shows I haven't bought anything. I paid online with my credit card.

  • Got the same problem >:(

  • I also restore it but now game wont load

  • Mrx,

    I ended up having to contact ITunes for help. I suggest you email iTunesStoreSupport@apple.com I talked to a representative named Sarah who was very helpful and friendly. She told me she has reversed the change and I will be refunded within 10 days.

    As for Telltale Games, who have been no help and silent on this issue, I will not be buying anything else from them. No wonder their sales are plummeting. I will be sure to tell my friends to avoid this game.

  • Hi guys,

    I have the exact same problem, but in my case I purchased the game using my Ipad (not Iphone). I purchased the game this morning and I keep getting the "buy now" option every time I try to load any of the purchased episodes (2-5 and 400 days). I called the Itunes store and they told me that they could verify the payment I made on their end. They suggested I try restarting the Ipad and/or reinstalling the game. I did both of these suggestions. Not only did it not help but I also I lost all my progress in episode 1...

    Telltale representatives: If you care about your brand at all, please respond to this thread. I will be asking Itunes to refund my purchase if I don't receive a response from you by tonight.

    Thank you. Best.

  • Same here..

    How on earth do I restore this? Since Apple is an American company they do not help you out in Europe. In other words. You're f***d!
    The only thing I can do is re-invoke the amount on my creditcard...

  • tronixtronix Telltale Alumni

    We have had a growing number of reports on this issue since last week. We have not been able to re-create the issue ourselves and are continuing to try. Unfortunately we cannot offer refunds for Apple Store purchases. Please contact Apple Support for further assistance with this inquiry.

    For people experiencing the issue, it would be great to know what region you are in, what version of OS you have, have you tried different networks, are you using a data connection, did you experience a crash? Any information that would help to isolate what causes this would help.

  • Hi tronix

    I am in the uk, running iOS 7.0.3 on iPad mini and iPhone 5 using home wifi, did not experience any crash, tried turn off and on, uninstall install, but to no avail nothing makes the episodes download

  • tronixtronix Telltale Alumni

    Hey Terriblejuggler

    Thanks for the info. A lot of people are having success with this workaround. The only other advice is to try Wifi in other places.

  • I wouldn't bother with this company. Downloaded the extra content for my 3 day old ipadAir. Didn't work despite having one of the best wifi's in Europe. iTunes refunded me the money but I shan't risk it a second time. Such a disappointment, seemed like a great game.

    tronix posted: »

    We have had a growing number of reports on this issue since last week. We have not been able to re-create the issue ourselves and a

  • Have the exact same problem on my ipad mini and the wi fi is one of the best in scandinavia... Really want to play this game out and expect this problem being solvd. Didnt pay 19.99$ for nothing. Hope the support service is as good like the game is!

  • tronixtronix Telltale Alumni
    edited November 2013

    For this issue, it appears that it is related to the server you connect to, so we are able to suggest this workaround, or you can try a different location like a WiFi hotspot. We have also had people find that resetting their network settings can fix this, but I hesitate to recommend that as it will require re-setting all your Wifi passwords. Hope that helps.

  • IOS 7, yes have tried different networks, all WIFI. Yes experience a crash as soon as the level is done and the game is going to the main menu, I guess?

    tronix posted: »

    We have had a growing number of reports on this issue since last week. We have not been able to re-create the issue ourselves and a

  • edited November 2013

    Hello tronix, I have a similar issue:

    I'm trying to download the 400 days special episode but it wont start to download and continue to show the "buy" option, when I clic it a message pops up and tells me that I already bought it but it didn't download press ok to download, I do it and it remains the same.

    I tried to do the workaround you suggest and it does the same thing even with the vpn active.

    I'm from México and I love this game, I actually just bought an iTunes card just to buy the special episode and the game won't work.

    Please do something cause I already finished the first 4 episodes and I don't wanna lose my game!, I'm playing on an IPad 2 with iOS 7

    tronix posted: »

    For this issue, it appears that it is related to the server you connect to, so we are able to suggest this workaround, or you can tr

  • tronixtronix Telltale Alumni

    Restarting the app before re-trying, trying the workaround, trying 3G and trying networks in different locations is all I can suggest. If you were able to get episodes 2 - 5, it's very strange that you can't get '400 Days' in the same way that you got the other episodes.

  • Greetings.
    I have the same problem I can not download TWD Ipad I bought and I have the bill of purchase, can help me please.

  • Hola.
    También soy de México y no puedo bajar del 2 al 5 y 400 días, si encuentras la forma por favor avísame.

    Roavatar posted: »

    Hello tronix, I have a similar issue: I'm trying to download the 400 days special episode but it wont start to download and conti

  • Greetings.
    I have the same problem I cannot download TWD Ipad I bought and I have the bill of purchase, can help me please.
    I also bought the complete set of Jurassic Park and complete release and works well.
    Only I have problems with TWD.

    tronix posted: »

    For this issue, it appears that it is related to the server you connect to, so we are able to suggest this workaround, or you can tr

  • tronixtronix Telltale Alumni

    If your app is crashing on start up after an in app purchase, it is a new issue related to iOS 7.0.2 and above that we are looking into with Apple's help and hope to find a solution for soon.

    Downloading Episode 1 of The Walking Dead should work fine by downloading the game on Device from the store through a strong WIFI connection. If you are having trouble downloading Episodes 2 - 5 or "400 Days", then you may need to try again in a different location. Some people have had success with this workaround.

  • Episode 1 was loaded perfectly, but the other episodes do not download.

    tronix posted: »

    If your app is crashing on start up after an in app purchase, it is a new issue related to iOS 7.0.2 and above that we are looking i

  • MattPMattP ModeratorTelltale Staff

    Do episodes 2-6 show a connection error when trying to download or does your app crash when trying to purchase the multi-pack?

    If you are unable to download the episodes, please try this workaround as some players have stated this corrected the issue for them. If that does not work, you may want to also try resetting your network connections or trying to connect from another network.

    If you are experiencing a crash when purchasing the multi-pack, this appears to be an issue related to iOS 7 only and we are reaching out to Apple and hoping for a fix in the next iOS update.

    Episode 1 was loaded perfectly, but the other episodes do not download.

  • IOS Perhaps because Twd downloaded episode 1 and Jurassic Full Pack both with the same network and same account, I hope to have good news soon on this issue.

    MattP posted: »

    Do episodes 2-6 show a connection error when trying to download or does your app crash when trying to purchase the multi-pack? If

  • MattPMattP ModeratorTelltale Staff

    Sorry, I'm confused by your response, can you please clarify?

    IOS Perhaps because Twd downloaded episode 1 and Jurassic Full Pack both with the same network and same account, I hope to have good news soon on this issue.

  • Excuse me I do not speak English.
    I'm sad about not playing TWD.
    I hope to play before the start of the next season.

    MattP posted: »

    Sorry, I'm confused by your response, can you please clarify?

  • tronix - I posted under iPad 5.1 IOS. I recreated this error when I tried to load the game/app on my iPhone on 5.1 IOS as well. I simultaneously re-downloaded the app on both the phone and iPad. I got the same exact scenario on both with the episodes 2-5 AVAILABLE to BUY even though I have purchased them in the bundle. I turned both off after downloading for 10 minutes. I had the hotspot vpn on my iPad. Both had the same problem again when I turned them both back on and clicked on the app. Still showing I need to buy them even though I already did. Both have a RESTORE button which brings up my appleid and asks for my password. After entering my password I hit ok and the icon that says Restoring purchase ... stays on for a second but nothing changes when it goes off. I loaded the app using my ISP wifi on both devices. Once loaded I turned off wifi on my phone since it has unlimited data I used the phone data source for update and restoring attempts. There is no difference in what is happening via my phone data source and my iPad wifi source as far as updating or restoring etc that I can see.

    The game is good but not worth the hassle if you can't download it. I already emailed apple/itunes that this wasn't working and asked for my refund.

  • México. Hi. Episodios 2-5 + 400 days, Is ready for download.

    7 iOS iPad Air are downloadable, thanks. Remove, install, key shopping and ready.
    Bye

  • Now available, try again, delete and download. I have all the episodes so far it works well.

    Hares posted: »

    tronix - I posted under iPad 5.1 IOS. I recreated this error when I tried to load the game/app on my iPhone on 5.1 IOS as well. I

  • tronixtronix Telltale Alumni

    Thanks for the info Hares. It does help, and we are working on the un-able to download issue. I'm so sorry this bug is making playing our game so hard.

This discussion has been closed.