iPhone Upgrade Program Look Up Tool Not Accurate

Contact Apple and ask them about it.

Click Contact Us at the bottom of this page.

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

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

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

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.

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?

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.

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?

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.

This happened to me too. I bought my iPhone on launch day last year through the upgrade program. In March or so of this year, Apple replaced my phone due to a problematic battery in store. When I entered the serial number of the replacement phone in the lookup tool, it said I wasn't enrolled. I spoke to several people in Support, who eventually escalated the issue to an engineer, who said the issue should have been resolved, but it wasn't. He referred me back to the Apple Store where I had the replacement phone issued. When I spoke with the store, they tried to refer me back to Support, and even Citizens One! It was beyond frustrating, but after a few more days of dealing with the store, I was told the lookup tool should have the correct information, and the issue finally seemed to be resolved.