Neowolfwitch

Q: iPhone Upgrade Program Look Up Tool Not Accurate

Not sure where to go with this other than to bring my phone to the Apple Store, along with my billing statements. This is the closest "Support" option I could find. Maybe others have had a similar issue?

 

There is now an iPhone Upgrade Program look-up tool that is supposed to check your eligibility for an upgrade. I bought an iPhone 6s under the program as soon as it was released last year, so I should be eligible for an upgrade when the iPhone 7 comes out.

 

(Link to the tool below, from Apple's Web site.)

 

When I type in my serial number and the last four of my IMEI, and I've done this five times to make sure it wasn't a typo, I get a message that I'm not enrolled. ***?

 

It looks like you're not enrolled yet.

Your iPhone isn't registered for the iPhone Upgrade Program. You can purchase a new iPhone with the iPhone Upgrade Program at any time,
or go back to check the upgrade status of a different iPhone.

 

https://secure1.store.apple.com/shop/eligibility/checkUpgradeEligibility?_np=sta ndard/home/shop_iphone/family/iphone_7/s…

iPhone 6s, iOS 9.3.5

Posted on Sep 7, 2016 2:27 PM

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Q: iPhone Upgrade Program Look Up Tool Not Accurate

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  • by roaminggnome,

    roaminggnome roaminggnome Sep 7, 2016 2:33 PM in response to Neowolfwitch
    Level 10 (96,829 points)
    Sep 7, 2016 2:33 PM in response to Neowolfwitch

    Contact Apple and ask them about it.


    Click Contact Us at the bottom of this page.

  • by ChrisJ4203,

    ChrisJ4203 ChrisJ4203 Sep 7, 2016 2:38 PM in response to Neowolfwitch
    Level 9 (57,071 points)
    iPhone
    Sep 7, 2016 2:38 PM in response to Neowolfwitch

    I used it earlier this afternoon to double-check my status and it worked just fine.

  • by Neowolfwitch,

    Neowolfwitch Neowolfwitch Sep 7, 2016 2:39 PM in response to roaminggnome
    Level 1 (6 points)
    iPhone
    Sep 7, 2016 2:39 PM in response to roaminggnome

    Everything "Contact Us" ends up leading to these Support Forums. They don't have any kind of category that applies to this issue, and it isn't a hardware or software technical support problem. I'm sure others will have similar problems, and at least this starts some kind of discussion about it.

  • by ChrisJ4203,

    ChrisJ4203 ChrisJ4203 Sep 7, 2016 2:44 PM in response to Neowolfwitch
    Level 9 (57,071 points)
    iPhone
    Sep 7, 2016 2:44 PM in response to Neowolfwitch

    You should be able to use the chat, or if you have a Twitter account, you can use their Twitter, @AppleSupport.

  • by Michael Black,Helpful

    Michael Black Michael Black Sep 7, 2016 3:16 PM in response to Neowolfwitch
    Level 7 (24,059 points)
    Sep 7, 2016 3:16 PM in response to Neowolfwitch

    Just call tthe Apple Store at 1-800-MY-APPLE and ask.

  • by Neowolfwitch,

    Neowolfwitch Neowolfwitch Sep 7, 2016 2:49 PM in response to ChrisJ4203
    Level 1 (6 points)
    iPhone
    Sep 7, 2016 2:49 PM in response to ChrisJ4203

    Thanks ChrisJ4203. Right now I've been on hold at 1-800-My-iPhone, which at least seems like a good starting point. Not sure why that option doesn't show up from the main Web site, which just throws Support requests into an endless loop of options that don't apply, most of which come here.

     

    My concern is I won't be able to pre-order the iPhone 7 without confirming eligibility online. Citizens One (the financial company they go through) hasn't been very helpful either. I guess worst-case I'll just have to wait a few weeks for availability to get it sorted out at the Apple Store.

     

    I will post an update with whatever resolution happens.

  • by ChrisJ4203,Helpful

    ChrisJ4203 ChrisJ4203 Sep 7, 2016 3:16 PM in response to Neowolfwitch
    Level 9 (57,071 points)
    iPhone
    Sep 7, 2016 3:16 PM in response to Neowolfwitch

    Did you ever register your Citizens One account in their online access? You can log into their website and see your history. At least with that, you have something to share with Apple.

     

    As far as the loop, there really isn't much when all you have is a customer service rather than a true support question. The loop they take you through seems to be about keeping things off of the Genius Bar or the telephone service. Seems they may feel you get quicker service from the forum. But then I'm speculating.

  • by Neowolfwitch,

    Neowolfwitch Neowolfwitch Sep 7, 2016 3:11 PM in response to Neowolfwitch
    Level 1 (6 points)
    iPhone
    Sep 7, 2016 3:11 PM in response to Neowolfwitch
    Well- 1-800-MY-IPHONE was a bust. After a half hour and talking to two different reps, it was decided that they couldn't do anything about it and "...maybe they are still updating phone information". They told me setting up a Genius Bar appointment at the Apple Store was the only option they could give me for now.
  • by Neowolfwitch,

    Neowolfwitch Neowolfwitch Sep 7, 2016 3:12 PM in response to ChrisJ4203
    Level 1 (6 points)
    iPhone
    Sep 7, 2016 3:12 PM in response to ChrisJ4203
    Agreed about the Support options on the site. As I just noted- telephone support got me nowhere.  I can login to Citizens One and download my statements from them, but don't see anything about upgrade eligibility there either. It seems like that end of things is on Apple.  I am going to download my stuff from them and take it to the Genius Bar ASAP.
  • by ChrisJ4203,

    ChrisJ4203 ChrisJ4203 Sep 7, 2016 3:17 PM in response to Neowolfwitch
    Level 9 (57,071 points)
    iPhone
    Sep 7, 2016 3:17 PM in response to Neowolfwitch

    While the Citizens One may not discuss eligibility, it will show how many payments have been made. I had difficulty this afternoon with the Tool not working right, and wouldn't provide an answer at all. I got an error, something about not being able to connect. Have you tried power cycling your computer and trying again?

  • by GlenR88,

    GlenR88 GlenR88 Sep 7, 2016 10:00 PM in response to Neowolfwitch
    Level 1 (4 points)
    Sep 7, 2016 10:00 PM in response to Neowolfwitch

    I Have the same problem. I spoke to citizens one, Apple, and my local Apple Store. Citizenone said you have to go into the store to upgrade. Apple also said you have to go into the store because they are the ones that deal with the upgrade program. And the local store said they don't know what the process will be but they hope to find out in the next couple days. Im so disappointed that I chose to use the iphone upgrade program. I should have stuck with att next. I can't believe no one has any answers. When they told me I had to go into the store, I asked so do I go into the store everyday and just hope I get lucky and it is in stock? They told me, yeah you can do that or just wait until the rush dies down and they are all in stock.

  • by sladetim,

    sladetim sladetim Sep 8, 2016 3:45 AM in response to Neowolfwitch
    Level 1 (4 points)
    iPhone
    Sep 8, 2016 3:45 AM in response to Neowolfwitch

    I am having this same issue, which caused a bit of panic last night. I spoke to Apple and hung up with out an answer. They weren't able to really explain anything. The support person said that she had another person asking the same thing earlier. She then connected me to another individual who stated that I needed to talk to the store where I purchased the phone (which I'll have to do today, as the store was closed). He also mentioned AppleCare several times, which didn't make much sense.

     

    I'll be trying again today, but I'm not holding my breath. I'm a bit shocked that Apple doesn't seem to have a clear process for how we will be upgrading our phones. Online? In-store only?

  • by Neowolfwitch,

    Neowolfwitch Neowolfwitch Sep 8, 2016 6:13 AM in response to Neowolfwitch
    Level 1 (6 points)
    iPhone
    Sep 8, 2016 6:13 AM in response to Neowolfwitch

    One would think they would have had all of this figured out before they started the program, and certainly in the year since. I'm a business customer, so I have some account reps at the local Apple Store that I am hoping to hear from today. I can't get in to the Genius Bar until later this weekend, and that seems like overkill anyway since this isn't a hardware or software support issue. So far- this has been really disappointing. It sounds like pre-ordering is out, and if online ordering won't work- it's back to the 'old days' of waiting in line at the Apple Store and hoping for the best.

  • by Michael Black,

    Michael Black Michael Black Sep 8, 2016 6:17 AM in response to Neowolfwitch
    Level 7 (24,059 points)
    Sep 8, 2016 6:17 AM in response to Neowolfwitch

    Or, simply wait a mere week or two when regular ordering is implemented and upgrade then.  If you already have a working phone, then there is no true need to upgrade immediately on the first day of pre-ordering.

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