You can make a difference in the Apple Support Community!

When you sign up with your Apple Account, you can provide valuable feedback to other community members by upvoting helpful replies and User Tips.

Looks like no one’s replied in a while. To start the conversation again, simply ask a new question.

iPhone upgrade program - account not supported on apple.com

I switched carriers today from AT&T to Verizon with my iPhone 11 Pro which is on the iPhone upgrade program. Very seamless switch, no issues, everything works. When I went to click on the iPhone Upgrade Program pre-approval message tonight to get my iPhone 12 Pro preapproval, I get all the way through to the carrier check, it knows I'm on Verizon, but I get a message saying "your Verizon account is not supported on apple.com" I haven't been able to find any info about what this could mean (aside from the fact it has something to do with a business account which my account isn't), and talked to 3 people at Apple who had no idea. Has anybody seen this before?

Posted on Oct 13, 2020 6:15 PM

Reply
Question marked as Top-ranking reply

Posted on Oct 15, 2020 2:16 PM

I'm having the EXACT same issue today and yesterday. I was told by Apple and by Verizon that they are not supporting "confirming the carrier" for pre-approvals and it will only work when pre-orders open up tomorrow. That seems strange to me and a big inconvenience from Verizon. We've always had AT&T and it's worked great. This is the first time with Verizon so huge bummer we can't get the pre-approval done ahead of time. Not sure if anyone else has found a solution or not.

5 replies
Question marked as Top-ranking reply

Oct 15, 2020 2:16 PM in response to mhedstrom

I'm having the EXACT same issue today and yesterday. I was told by Apple and by Verizon that they are not supporting "confirming the carrier" for pre-approvals and it will only work when pre-orders open up tomorrow. That seems strange to me and a big inconvenience from Verizon. We've always had AT&T and it's worked great. This is the first time with Verizon so huge bummer we can't get the pre-approval done ahead of time. Not sure if anyone else has found a solution or not.

Oct 15, 2020 12:25 PM in response to mhedstrom

Just to respond to my own message in case somebody has a similar problem. I spoke to Verizon first, and there's nothing wrong with my account. It's a personal account, not prepaid, not business, it's completely fine. I then was on the phone with Apple for an hour. While the person I spoke to was super nice, they had no idea, they couldn't escalate, they couldn't report this as a bug, and couldn't tell me who else to talk to. Since nobody I can actually speak to has any clue what's going on, I'm going to just leave the upgrade program, either this year or next when it's up, and start buying phones again by paying up front. That seems to be the only solution since if you buy a phone outright it doesn't ask for a carrier check if you choose SIM-free phone.


Obviously somebody somewhere knows what's going on, but I have no way to reach that person.

Oct 15, 2020 2:21 PM in response to Mike_Mobley

Same, my first time with Verizon too. Thought it was something with my account. Interesting that you got that statement from them; nobody I talked to had any clue. No issues in the past with AT&T ever. However I will say, that it's nice to have full cell coverage at my house when AT&T gave us 0-1 bars, and even when it "thought" it had a connection and would drop me off wifi calling, it didn't. So I'll take better reception at this point, even though I'm frustrated. I'm still going to pull out of the program though I think. We figured it out and with trade in it's about the same, just one way you're paying up front.

iPhone upgrade program - account not supported on apple.com

Welcome to Apple Support Community
A forum where Apple customers help each other with their products. Get started with your Apple Account.