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Problem with support profile

534 Views 4 Replies Latest reply: May 17, 2013 9:15 AM by Estebanff RSS
Estebanff Calculating status...
Currently Being Moderated
May 17, 2013 8:05 AM

I had my iPhone replaced with my local carrier, so I updated and added the new phone to my support profile but the phone does not appear (my MacBook &ipad mini appear just fine) however, when I try to add it again via the serial number I receive a message saying I have already added that device.

Any ideas?

iPhone 5, iOS 6.1
  • seventy one Level 6 Level 6 (8,505 points)
    Currently Being Moderated
    May 17, 2013 8:16 AM (in response to Estebanff)

    I'm a little lost with this one.   You should be able to go to Your Stuff > Profile > and edit each or any of the items you have included.   An alternate approach may be to delete and replace with the correct item.

  • seventy one Level 6 Level 6 (8,505 points)
    Currently Being Moderated
    May 17, 2013 9:14 AM (in response to Estebanff)

    I've just checked out my personal support profile (never had cause to use it) but the first thing it asks for is 'Serial number'.  As serial numbers are unique, it it says you have previously entered it, then that should be the case.

     

    Silly question maybe, but are you entering the original serial number?   As you phone has been replaced you will need to enter the new serial number.

     

    Please don't misunderstand me, I'm not meaning to be impertinent; it would be an easy mistake to make.

     

    If the situation persists I would be inclined to contact Apple at ...Apple - Support - Product Selection    And start at the Phone section.

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