If you’re a fan of classic EA iOS game titles including Bejeweled 2, Dead Space and Need for Speed Shift, you may have noticed they – alongside a list of other classic iOS games – have disappeared from the App Store on your iPhone and iPad. It was a big deal for users as unlike other popular games removed from the App Store (like the frustratingly brilliant Flappy Bird), consumers were unable to re-download the apps from the Purchased tab of the App Store app. In situations like this, frustrated consumers can apply for a refund from Apple – but how is this done? Here, we talk you through the various rules of applying for a refund from Apple, as well as how to do it.

See also: the best 118 games available for iPhone and iPad

Apple removing games from the Purchased tab of the App Store

The issue is due to a change in the way that Apple operates the App Store. Previously, developers could completely remove their app from the App Store (to avoid people buying old apps, etc) while still making it readily available for those that had already purchased it via the Purchased tab, found within the Updates tab of the App Store on the iPhone. However, now when a developer removes their app from the App Store, it’s also removed from the Purchases tab – and that’s the real issue. Consumers feel like they’re ‘renting’ the apps from Apple, and that the company can take them back and make them unavailable at any time.

Tweetbot 4 developer Paul Haddad had this issue when he released Tweetbot 4 soon after the launch of iOS 9. To avoid confusion, Haddad decided to remove Tweetbot 3 from the App Store, with the aim of directing new users to the recently-updated Tweetbot 4. He’d assumed that paid users of Tweetbot 3 would still be able to access it via the Purchased tab, but it wasn’t the case – and he received complaints in the forms of both emails and tweets.

After a bit of research, Haddad realised there was a way around this ridiculous new rule – to make it available in the Purchased tab, it has to be available to buy in one region in the world. So, the only people in the world that can buy Tweetbot 3 from the App Store are those in the landlocked, French speaking, west African nation of Burkina Faso. The good news for the rest of us is that Tweetbot 3 should be available for download in the Purchased tab of the App Store.

But what if the app developer doesn’t want to do what Haddad did? What if they remove the app and that’s that? Don’t worry, you can always apply for a refund from Apple, for both App Store and iTunes purchases.

See also: 36 best free iOS games

Can I get a refund from Apple?

The first question you’ll probably be asking is “Can I get a refund from Apple?” and unless you’re treating it as a ‘free trial’ of an app, the answer should be yes. That is especially true of those of us in the UK and Europe, as a recent change in the law requires Apple to accept refund requests of digital content within 14 days of purchase, with no reason needed for the refund. We’re not too sure if Apple will regularly refund purchases, so it’s best to save it for an expensive app that doesn’t work on your device rather than a £0.69p app, for example.

Those outside the UK and EU (and those who have had their apps longer than 14 days) can still get a refund from Apple, but it becomes a trickier process. Why? Unlike with EU purchases within 14 days, all other refund requests require the user to give a reason before it’s accepted. This is then vetted by a team at Apple, who may contact you for more information before making a decision. It’s worth noting that Apple has in the past refunded In-App Purchases made accidentally (kids playing with parents iPad, etc), though the company only does this once per customer, so use it sparingly.

So, how do you get a refund from the App Store or iTunes? Well, you can do it in a couple of ways:

See also: 79 best Mac games

How to get a refund from the App Store: via iTunes

1) Open iTunes on your Mac or PC. The first step is to open iTunes on your Mac or PC, and make sure that you’re signed in with your Apple ID. You can check this by clicking on the Store tab, then selecting “Sign in” – if it displays your Apple ID email, you’re already logged in and can move on to the next step.

2) Access your account info. Once you’re signed in on iTunes, click your name (just to the right of iTunes’ now playing bar) and in the dropdown, select “Account info”. You should then be asked to input your Apple ID password before being given access to your account information.

3) Access Purchase History. Once you’ve accessed your account information, find the ‘Purchase History’ submenu and click “See all”. From here, scour the list and click on “Report a problem” next to the purchase you’d like to get a refund for.

4) Finalise refund. After clicking ‘Report a problem’, you should be taken to Apple’s website. From here, follow the steps after signing in and request the ‘Refund option’ and explain why – note that UK/EU users requesting a refund within 14 days of purchase need not give an explanation, thanks to European law regarding digital downloads.

How to get a refund from the App Store: via web

If you for whatever reason don’t want to use iTunes on your PC or Mac, you can request a refund via a web browser.

1) Go to Apple’s problem reports page. The first step is to open your web browser and access Apple’s problem reports page, which can be found at http://reportaproblem.apple.com/. Once accessed, simply log in with your Apple ID.

2) Find the purchase you want refunded. Once you’ve logged in to Apple’s Report a Problem page, select the appropriate tab (All, Music, Movies, TV Shows, Apps, or Books) and find the purchase that you want refunded.

3) Submit your refund application. Once you’ve located the app that you want to be refunded, simply select “Report a Problem” to the right of the purchase. From here, you’ll need to select the reason you want the refund and then fill in the description as appropriate. Once you’ve filled out all relevant information, simply click “Submit”.

How to get a refund from the App Store: via iPhone or iPad

Unfortunately Apple hasn’t built any links to problem reporting into the App Store or iTunes, so if you’re stuck using an iPhone or an iPad, there’s a slightly different process to follow.

1) Launch the Mail app. The first step is to open the Mail app (or whatever app you use for your email) and find the invoice of the purchase you want refunded. The easiest way to do this is to search “Your receipt from Apple” as this is always the subject of the invoice email.

2) Report a problem. Once you’ve found the invoice of the app you want a refund on (this may take some time depending on how often you purchase items from the App Store/iTunes), simply tap “Report a problem” next to the app.

3) Follow the above steps. Once you tap “Report a problem” you should be taken to Apple’s Report a Problem page in Safari. From here, simply follow the above instructions in the “via web” section above.

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