Preorder my phone 24pro
Trade in my old phone can I bring in store
You may get better and prompt responses if you may kindly provide the iPhone Model that you have and the iOS version if it is known to you and re-post.
With the limited information that you have provided, It is hard to even guess the problems faced by you.
You may get faster and better responses to your query by --> Writing an effective Apple Support Commun… - Apple ...
Please re-post with detail so that someone else can help.