iTunes Store: Troubleshooting iTunes Match

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Make sure you meet the iTunes Match minimum requirements

• iTunes 10.5.1 or later
• Mac OS X v10.6.8 or later for Mac
• Windows VIsta or later for Windows
• iOS 5.0.1 or later for iOS devices

If you are unable to download a song, play a song, or access songs in iCloud

Make sure you have an active Internet connection

Be sure your computer or device has an active Internet connection by loading a webpage using Safari or another web browser. 

On an iOS device, if you are not on a Wi-Fi network, try enabling 3G cellular data¹ for iTunes Match.

• Tap Settings > Store > Use Cellular Data > On

Check iTunes viewing options

Make sure that your iTunes viewing options are properly set. Choose View > View Options and enable "iCloud Download". A download button will be visible next to songs available for download from iCloud.

 

Make sure iTunes Match is turned on.

Please see this article for information about turning on or adding a computer or device to iTunes Match.

If iTunes Match is already enabled on your computer or device, try turning iTunes Match off and then on again.

• On your Computer choose Store > Turn Off iTunes Match, then Store > Turn On iTunes Match.
• On your iOS device tap Settings > Music > iTunes Match Off, then Settings > Music > iTunes Match On.

Some songs are missing in iCloud

Songs purchased from multiple Apple IDs

Songs containing DRM (Digital Rights Management) may not appear, or may appear grayed out in iCloud. This can occur if your computer is not authorized for playback of that content. Try authorizing your computer, then manually update iTunes Match.

1. To determine what Apple ID your computer needs to be authorized for, locate and select the song in your iTunes library.
2. Choose File > Get Info.
3. In the Summary tab, locate the Account Name field in the right column and write it down. 
4. Click OK.
5. Choose Store > Authorize this Computer.
6. Type in the account name from the Summary field and its password. Click Authorize.
7.  Choose Store > Update iTunes Match.

Check iCloud Status

Check to see the iCloud status of your songs. Choose View > View Options and enable "iCloud Status". iCloud status will help you to determine whether or not a song was purchased from the iTunes Store, matched, uploaded, or ineligible for upload. Items may not be eligible for upload if:

• The item was purchased outside of the United States iTunes Store.
• Your computer is not authorized for playback for that item.
• The music video was not purchased from the iTunes Store. 

Notes:

• If a song contains DRM and is no longer available on the iTunes Store for purchase, the song is uploaded to iCloud and made available for download in protected DRM format. You will be required to authorize your computer or device for playback.
• A song will not be uploaded to iCloud if the song contains DRM, was purchased using a different Apple ID, and could not be matched.
• When you subscribe to or enable iTunes Match, your iOS device or computer will be associated to the Apple ID being used for iTunes Match. Learn more about associating a device or computer to an Apple ID.