iPhone Upgrade Program Status - Not Enrolled

I'm in the UK. purchased my iphone on the upgrade program in december 2021.

The upgrade status checker can't find my status, and asks me to enter my serial number and IMEI. it still can't find me even when it prompts for Barclays Loan ID and surname. it instead asks me to contact barclays and verify with them, whatever that means. i called barclays, and they confirm i'm on the upgrade program, but the apple website and apple store app, still can't find my information.

please help!!

i'm not sure if it's relevant, but i recently had my iphone replace via apple care, but neither the old serial number or the new one is recognised by the status checker found on this page: https://secure4.store.apple.com/uk/shop/eligibility/upgradeEligibilitySignInOptions?_np=standard/home/shop_iphone/family/iphone_14