Cinderella in iTunes library

[comicgenre]

I feel like I'm going crazy, but I used to have Cinderella as a digital copy in my library... there was a new version released today and I checked to see if I had the outdated one still, and now I have none. Has this happened to anyone else?

[-Gonzo-]

Where are you looking though? TV app library or Movies Purchased section?(if of course your using an ATV)
If ATV then have a look in the Movies app and check the Purchased section as quite often what doesn’t show in the TV App still shows up in the Movies app.

[comicgenre]

Originally Posted by -Gonzo-

Where are you looking though? TV app library or Movies Purchased section?(if of course your using an ATV)
If ATV then have a look in the Movies app and check the Purchased section as quite often what doesn’t show in the TV App still shows up in the Movies app.

Both, it's just gone. Not in hidden section either.

[jeremyparker84]

In the TV App, when I do a search and type in the name, nothing shows. When I go to Library>Movies and scroll down, it shows up. Same for you that way?
I think it has something to do with the old one being ‘Vaulted.’

[ManOfTheForest]

I have a few movies that got re-issued (just new subtitles added) which affects streaming - on my AppleTV I can only stream from the library and on other devices I can only download them.

I’ve never had a movie removed from my library though.

I would advise finding contact with the section of Disney customer support that deals with digital.

Have you contacted iTunes support? There might be an easy solution to it?

[comicgenre]

Originally Posted by jeremyparker84

In the TV App, when I do a search and type in the name, nothing shows. When I go to Library>Movies and scroll down, it shows up. Same for you that way?
I think it has something to do with the old one being ‘Vaulted.’

Not there either for me, gone from MA as well.

Originally Posted by ManOfTheForest

I have a few movies that got re-issued (just new subtitles added) which affects streaming - on my AppleTV I can only stream from the library and on other devices I can only download them.

I’ve never had a movie removed from my library though.

I would advise finding contact with the section of Disney customer support that deals with digital.

Have you contacted iTunes support? There might be an easy solution to it?

Will I have an easier time contacting Disney or iTunes? Apple is always extremely unhelpful. I wonder why it seems to be only me missing it.

[-Gonzo-]

Originally Posted by comicgenre

Not there either for me, gone from MA as well.



Will I have an easier time contacting Disney or iTunes? Apple is always extremely unhelpful. I wonder why it seems to be only me missing it.

A bit of a long shot but have you tried logging out of your AppleID and logging back in again?
If it’s gone from iTunes and MA then do you have any proof it was there to begin with?
Is it listed in your MA Transaction history? If it does then that’s at least one avenue to pursue with MA.

[jeremyparker84]

Yeah, that’s weird. Mine updated this weekend by adding the new bonus features from the new release. No reason why yours shouldn’t have, either.

I’ve always had luck with Disney Support, they usually respond within the day:
https://www.disneystudioshelp.com/contact-dch.html

[turns2stone]

Mine copy ported over from DMC to MA a long time ago, and it still available for me to watch. However, if I just search in the iTunes Store...it wants me to purchase for $19.99.

[jeremyparker84]

Originally Posted by turns2stone

Mine copy ported over from DMC to MA a long time ago, and it still available for me to watch. However, if I just search in the iTunes Store...it wants me to purchase for $19.99.

There are two listings for it now.

The old one you have is the ‘Diamond’ edition, you should be able to find it in the TV App>Library>Movies (scroll to find, don’t search by name). It won’t show up in the iTunes Store by searching, since it went back in the Disney Vault.

The new one is the ‘Signature’ edition, that’s the one that shows up for purchase.

[turns2stone]

Originally Posted by jeremyparker84

There are two listings for it now.

The old one you have is the ‘Diamond’ edition, you should be able to find it in the TV App>Library>Movies (scroll to find, don’t search by name). It won’t show up in the iTunes Store by searching, since it went back in the Disney Vault.

The new one is the ‘Signature’ edition, that’s the one that shows up for purchase.

I wonder how long the Diamond edition will stay in my iTunes to stream/download?

[Greyman]

Originally Posted by turns2stone

I wonder how long the Diamond edition will stay in my iTunes to stream/download?

Should be decades.

[ManOfTheForest]

Originally Posted by comicgenre

Not there either for me, gone from MA as well.



Will I have an easier time contacting Disney or iTunes? Apple is always extremely unhelpful. I wonder why it seems to be only me missing it.

I thought someone else was missing it too?

iTunes tech support are good but 95% of the time you’ll be put through to iTunes billing no matter what option you pick in the support pages.

If it really is just you then it might be a problem for Apple

[comicgenre]

Okay, it's not anywhere including my purchase history for MA or iTunes. BUT, I saved all of my old .mp4 iTunes movies on a hard drive before the cloud was a thing, and sure enough, there it is. I thought I was going crazy. What do I do with this? Clearly I had it, I have no clue why it was erased from my entire history; like they decided I in fact did NOT have it in the cloud and wiped all trace.

[that1guystudios]

I still have this title in my library in iTunes and Movies Anywhere and Vudu. I redeemed the digital copy disc back in the day in iTunes. If you still have the digital copy disc with the code sheet contact Disney and they will sort it out for you.

[jeremyparker84]

Do you have a a Disney Movie Rewards account? If so, have you checked the ‘Points Earned’ history? If it’s in there, that would be proof that you had it once you opened a help request.

Any other streaming retailers connected to MA that you could check the transaction history?

Do you remember if the code you redeemed was split? Where someone else redeemed the points and you redeemed the digital copy? I’ve heard of purging titles before, because of that.

[ManOfTheForest]

Originally Posted by comicgenre

Okay, it's not anywhere including my purchase history for MA or iTunes. BUT, I saved all of my old .mp4 iTunes movies on a hard drive before the cloud was a thing, and sure enough, there it is. I thought I was going crazy. What do I do with this? Clearly I had it, I have no clue why it was erased from my entire history; like they decided I in fact did NOT have it in the cloud and wiped all trace.

When you say it is gone from your purchase history do you mean it doesn't show in the Purchased section of the iTunes Store?
Or do you in the View My Account section and that the actual receipt is gone?

[comicgenre]

Originally Posted by ManOfTheForest

When you say it is gone from your purchase history do you mean it doesn't show in the Purchased section of the iTunes Store?
Or do you in the View My Account section and that the actual receipt is gone?

Correct, neither, but I can't remember when it was redeemed as it was just a blu-ray code.

Originally Posted by jeremyparker84

Do you have a a Disney Movie Rewards account? If so, have you checked the ‘Points Earned’ history? If it’s in there, that would be proof that you had it once you opened a help request.

Any other streaming retailers connected to MA that you could check the transaction history?

Do you remember if the code you redeemed was split? Where someone else redeemed the points and you redeemed the digital copy? I’ve heard of purging titles before, because of that.

That had to be it, that's definitely a possibility as I recall buying the code somewhere. That seems awful to me that they could take it away, as I'm the one who put the movie code in. Who knows what else I'll lose, as I might have sold the other half of some of my DCs, myself.

Although I can't recall how the dual thing worked; if BOTH people got a copy of the digital movie, and who thus ends up keeping it, etc.

[-Gonzo-]

Originally Posted by comicgenre

That had to be it, that's definitely a possibility as I recall buying the code somewhere. That seems awful to me that they could take it away, as I'm the one who put the movie code in.

But then on the flip side of that technically we’re not really supposed to be able to buy and sell codes so they could argue you’ve had something you weren’t entitled to in the first place.
I know we all do it but it’s one of those risks we take to get the movies we want in the cheapest way possible.

[ManOfTheForest]

Originally Posted by comicgenre

Correct, neither, but I can't remember when it was redeemed as it was just a blu-ray code.

It is a pain navigating the Purchasing History when you don’t know the dates.

I don’t remember the the details but someone told me that Apple said they can’t remove items from the Purchase History. I have apps still listed that aren’t even available anymore.