Unable to add device to AppleCare One plan

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Unable to add device to AppleCare One plan

Just wanted to see if anyone else has had a similar experience when upgrading to AppleCare One. I’ve just upgraded the AppleCare+ subscription for my Watch to AppleCare One, at the same time I transferred my iPad over from its AppleCare+ to the One, I then tried to add my iPhone 17 Pro Max, it said it needed to check the device, the system asked for photos and then ran a diagnostics, after this it said I needed to take it into an Apple Store or an Authorised Retailer to check the device and its condition it gave absolutely no explanation as to what was/could be the reason the system didn’t “pass it”. I can’t imagine anything has come back from the diagnostics and I assume it’s got something to do with the photos, the device is in immaculate condition with absolutely no marks whatsoever, prior to taking the photos it did say remove the screen protector if it’s damaged, mine isn’t so I didn’t. Anyone else had such issues?

iPhone 17 Pro Max, iOS 26

Posted on Aug 16, 2026 2:50 PM

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Answer 1

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benlfc Author

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Aug 17, 2026 3:33 AM in response to benlfc

After speaking with Apple Support this morning they say the diagnostics threw up a potential issue with the front camera sensor, allegedly it wasn’t detected, the front camera works fine when I use it so I have absolutely no idea. Either way a trip to the Apple Store is the only option

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Answer 2

benlfc Author

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Aug 20, 2026 7:47 AM in response to benlfc

Update on this issue, I ended up going to the store as it was the only option and they have replaced the front camera under the warranty, they called it a strange issue as the camera was working fine but the diagnostics was not detecting it. As a result I’ve now been able to add the phone to my AppleCare One.

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Answer 3

benlfc Author

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Oct 12, 2026 11:24 AM in response to geniusplaylists

I took the photos with an iPad which don’t produce the best quality photos but they were accepted, my issue was the diagnostic check after taking it to an Apple Store it was determined something was wrong with the front camera not that I would have known though

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Answer 4

Oct 12, 2026 10:17 AM in response to benlfc

I was prompted to perform a device check to cover an iPad for apple care. The process includes taking pictures of the IPad with another camera. I linked my iPhone 18 pro. It was impossible to satisfy the framing, lighting and stability requirements. The camera said “decrease the lighting” “move closer” then “move away” then “tilt to flatten” then “center” and then start over again. One would need a professional fixed camera in a specially lighted studio to accomplish the device check. I took the iPad to an authorized service provider who was also unable to accomplish the self check, and did not know how to inform apple the device was working correctly and undamaged. How were you able to get pictures? I was unable to get to the diagnostics phase.

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