Some macOS Mojave users are unable to complete purchases in the Mac App Store

Posted:
in macOS
While reports of users unable to download apps from the App Store in the wild are few, the common thread seems to be that the problem is contained to users of macOS Mojave 10.14.

Some macOS Mojave users are unable to complete purchases in the Mac App Store


When attempting to purchase or download apps from the App Store, users are getting an error that reads, "We could not complete your purchase," followed by the detail text "cancelled." The error has also been reported when a user attempts to update an app. So far, only users who are currently running macOS Mojave 10.14. have reported the issue. There have been no reports of the issue for those running macOS Catalina 10.15.

We could not complete your purchase


AppleInsider was first notified of the problem by a tipster pointing to the Apple support forums,. Sporadic mentions of the issue can be found on social media as well.

What is it with Apple today? Searching Notes has decided to stop working and the App Store is broken "We could not complete your purchase. cancelled" pic.twitter.com/Kr7uK0dzOy

-- Michael Speechley | Opposite Fields (@2bitpunk)


Suddenly the Mac App Store errors on update/purchase:

"We could not complete your purchase.
cancelled"

Cleared caches & prefs, logged out/in - nothing. Last update was Logic. Searches show it's happening to others as well, and a common thread seems to be Mojave 10.14.6.

-- Steve Brazill (@stevebrazill)


Users have reported attempting to clear the cache and certificates as well as signing in and out, but to no avail. No one has reported that they have solved the problem.

Of the 31 installations running Mojave that AppleInsider has access to, only one machine and one iCloud account has the issue. The same iCloud account used on a different machine has no problems downloading, so the issue seems unrelated to an iCloud account. The issue is also not related to a recent update.

Comments

  • Reply 1 of 14
    iwansiwans Posts: 3member
    I also had this problem last two days on three MacBooks with 10.14.6, but it seems to work again now.
  • Reply 2 of 14
    rcfarcfa Posts: 1,124member
    I have Catalina, and updates show up, but won’t download.
    Didn‘t try to purchase something.

    Friend of mine has the same problem; no idea if he’s on Catalina or Mojave.

  • Reply 3 of 14
    I work in my company's IT Dept, this starting becoming widespread in our organization yesterday. Tried lots of different angles, got some advice from Apple Enterprise I'm trying out now.
  • Reply 4 of 14
    Nice to know others are having this, means it's not our network.
  • Reply 5 of 14
    chasmchasm Posts: 2,467member
    Update: I was having this issue on my Mojave machine earlier today, but it now works for me as of 5:08 ET.

    Further info: had not seen this issue in days past, but as I don't use the Mojave machine (a 2012 MBP) very much these days I didn't notice any pending updates. Today (21-May) I had two and got the same error message as described in the article. Shrugged, went back to work on my Catalina machine, checked a couple of hours later, still unsuccessful. Per update above, I checked moments after reading the article, and it seems to work exactly as expected now.
    edited May 2020
  • Reply 6 of 14
    dempsondempson Posts: 62member
    chasm said:
    Update: I was having this issue on my Mojave machine earlier today, but it now works for me as of 5:08 ET.

    Same here. I saw this error while trying to install apps or app updates on my Mac running Mojave over the last couple of days, but the same app update which failed several hours ago is working now.
  • Reply 7 of 14
    dkddkddkddkd Posts: 13member
    Not working for me at the moment ... trying to download macOS Mojave and some of the older installers for "safe keeping", and whether I access via the links in Apple Support Documents, or via the System Preferences Software Update mechanism, I continually get "Timed out while loading data from the Apple Software Update server" or other similar errors ... hoping they resolve this soon - was about to rebuild a 2012 Mac Mini with a clean install of Mojave via an external TB2 attached drive dock, and do the same for Catalina ...
  • Reply 8 of 14
    zenwaveszenwaves Posts: 88member
    Yup, can’t update PhotoSweeper.

    Ain’t gonna upgrade to Catalina either.



    edited May 2020
  • Reply 9 of 14
    razorpitrazorpit Posts: 1,796member
    Anyone else have this issue reappear recently?
    mretondo
  • Reply 10 of 14

    This started a few weeks ago for me, never seen it before. I have to repeat it over and over again, like 20 times before it works. This has happened with every application needing updates. I'm on an iMac running Mojave 10.14.6.


    razorpit
  • Reply 11 of 14
    As of the last few days, this is happening for me on both my Macs running 10.14.6
    App Store apps will not update
    Have tried the usual fixes, cache clearing, sign-out & sign-in, restarts, logging in and out with AppleID in iTunes, changing payment options in iTunes
    No luck

    razorpit
  • Reply 12 of 14
    razorpitrazorpit Posts: 1,796member
    outasound said:
    As of the last few days, this is happening for me on both my Macs running 10.14.6
    App Store apps will not update
    Have tried the usual fixes, cache clearing, sign-out & sign-in, restarts, logging in and out with AppleID in iTunes, changing payment options in iTunes
    No luck

    Same. I finally bit the bullet and now running Catalina. So far so good. Must be a Mojave thing?
  • Reply 13 of 14
    I've had this message appearing first thing on some mornings. Here's what worked for me today. Open the Activity Monitor app, click on the line for the process "appstoreagent", and click on the "X" button to quit or force quit that process. In my case nothing happened for "Quit", so I had to use Force Quit, which worked. Then I relaunched App Store, clicked Update all, and it ran normally. 
    bobster
  • Reply 14 of 14
    Neville said:
    Open the Activity Monitor app, click on the line for the process "appstoreagent", and click on the "X" button to quit or force quit that process. In my case nothing happened for "Quit", so I had to use Force Quit, which worked. Then I relaunched App Store, clicked Update all, and it ran normally. 
    This worked for me too. Thanks!

    This issue has been happening on my machines for at least several weeks, if not months. Both are running the latest Mojave, 10.14.6 (18G6042).

    MacBook Pro (15-inch, Mid 2012)
    2.6 GHz Intel Core i7

    Hackintosh 2017 iMac
    i9-9900k

    Contacted Apple Support via web chat last night. The agent said they reached out to the App Store specialists, but it took longer than expected, and I ended the chat. It's nice that they'd take on the case given that my MBP is obsolete, but for a company with Apple's immense resources, there's no excuse for such buggy software.
    edited December 2020
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