Q: iPhone Upgrade Program Look Up Tool Not Accurate

In my humble opinion, the BIGGEST issue is the lack of supply for upgraders of the program in general. Aside from the obviously horrible "inactive serial number" and "not enrolled" issue is the widespread report of users like us who are 12 months into the program saddled with major supply issues. We are forced to trade in our phones in a store to get the 7 or 7 Plus and we must rely on in-store supply, rather that warehouse supply to be fulfilled direct to purchaser. For example, my younger sister who is upgrading her 6 to a new 7 Plus, as well as other new enrollees, are able to get their loan application approved online, with the phone shipped to their house. Apple is shafting the original users who started this program last year, it seems. Until they offer a way to upgrade, receive your 7 in the mail, and send back your 6s, this program is shamefully pathetic to second time users. Articles are popping up on the interwebs, and twitter, check it out for yourselves.

Where do you find that new user enrolling in the Apple Upgrade Program can have their device mailed to their home?

My sister was able to enroll in the Apple Upgrade Program. She had an iPhone 6 and her two year contract with ATT just ended. She was able to successfully enroll, approved loan and everything, online. Successfully purchased a silver 7 Plus 128 GB. It is shipping to her home addrwas. We live in Los Angeles. It seems other first timers were successful as well.

I see, I was curious, since it required enrolling at Apple last year. I'm in the program but I couldn't find a reference to what you said about the shipment. I've tried looking at different tests from my computer. I also found that I was able to pre-order at multiple Apple Stores for September 16. I know that the return of the device is important to the program, and doing it at the Apple Store ensures the device is correct and in good shape. I'm just guessing on that part, thinking of what I would imagine for a program that depends on the return of a good product. Since I was able to make reservations at multiple stores, I'm not sure why you think that you would not be treated fairly. Last year they shipped enough devices to the stores to fulfill the reservations, and still had additional store stocks.

Im Glad your process went smoothly. in sticking to the subject of this thread, the issue is that many of us that are enrolled after one year of the upgrade program are having serial number problems, making us ineligible for upgrade, when we indeed should be. That's the root of the problem, is that Apple does not have a clear answer to fix it. Read the rest of the thread above. We were downright not able to preorder.

I've read the entire thread, but it seemed in your response that you were making comments about stock issues. Your comment was "the BIGGEST issue is the lack of supply for upgraders of the program in general. Aside from the obviously horrible "inactive serial number" and "not enrolled" issue". That is what I was addressing, and my comment was about not observing supply issues and I was an original member of the program. I tested across several Apple stores to see if there were any supply issues and I did not see that.

It seems from other posters that Apple may have identified the issue and is correcting it. I hope you are successful in getting your new device.

Chris, thanks for the information. Good to know the stock isn't overly low—the demand is probably exceeding that as it does every year. Thanks for the well wishes. Enjoy your device(s) as well, and if you hear any new about the serial number enrollment fix, please don't hesitate to let me know! cheers.

I have the same issue and have not been able to pre oder since pre orders started. My phone was replaced twice for defects. The first was under the iPhone upgrade program. Somehow, apple's database is not recognizing my replacement as being part of the upgrade program. I'm getting the "Your iPhone isn't registered for the iPhone Upgrade Program"

I have spent 3 days on the phone with apple, been transferred to multiple people, including apple care administration with no resolution. One person did call me back a day later to tell me they had a solution. The solution: They said they could transfer me to another department who would know what to do. ***!! Ended up waiting over 40 minutes with no transfer occurring.

This is beyond what I can tolerate from a company. All the iPhone 7+ 256GB pre orders are gone and I'm still no closer to getting the problem resolved. At this point i'm ready to sell my iPhone pay off the upgrade program and go with another  manufacturer. This experience has been beyond horrible.

I am having this same issue, and it has been very aggravating and four days later still not resolved. My timeline goes like this:

Thursday night: I used the online tool around 6pm to check availability and it said I was not enrolled. I called Apple that night and the representative told me that the tool should not be live to the public yet and that the error is expected. He told me that when I went on to preorder it would work. So, at midnight I go on to preorder and get the same error - not enrolled. I could do nothing but watch the ship times slip.

Friday: I couldn't get through to 1-800-MYAPPLE or the online chat all day long, the support lines were too busy.

Saturday: I got through to support on 800-MYAPPLE and was on the phone with two different reps for over two hours. After all that time, they had no solution and suggested that the problem might be with my carrier, Verizon, and that I should call them. The Apple rep said he guessed my Verizon account was locked and that was causing the problem, and said I should call Verizon then call Apple back. In the meantime, he said the support techs would take on my problem and send me an email soon with an update. By the time my call with Apple ended, Verizon's phone lines were closed.

Sunday: Verizon said there is no issue with my account and that they are not responsible for upgrades through an Apple program.

Which brings us to today, where I still have not gotten an email from Apple. I really do not know where to go with this next, but it has been a frustrating process with absolutely no answers from Apple. They really dropped the ball with this Upgrade Program, and in my opinion we should be prioritized. Now I'm going to be weeks to a month or more delayed getting my phone, which is completely the opposite of what I expected when I signed up last year.

I was able to get my serial number to finally show that it was enrolled after calling 1-800-MY-IPHONE. I did NOT mention the upgrade program, but I mentioned that my serial number was showing an error on the AppleCare+ page. I was transferred to a senior specialist, and then had my information keyed in and sent to an engineer.  Now, my iPhone shows that it is indeed eligible to upgrade, and they even said they would call me back on Tuesday to confirm resolution. Hope this helps anyone with the 'not enrolled' problem.

After another call to Apple, I was again told that the problem would be fixed by the 16th. Much to my surprise, yesterday morning it shows I'm eligible. I Also noticed there is plenty of stock in most configurations at most stores. I can go back to loving Apple again. Hope everyone else got it all straightened out as well.

I did not try to update, but I'm in the iPhone Upgrade Program. I didn't have any trouble with Apple showing that I was eligible, but I just received an email from Apple saying that they had released more devices for Upgrade participants, and it provided a link to a form you could fill out and send in with your preferences and they would email you when it was available for you at the store of your choice.

I continue to have the same issue as the original post.  After several calls to Apple everyone appears stumped as to why my serial number and IMEI continue to show as not enrolled.  My phone has not been replaced, my serial number on my phone matches exactly the serial number on my Apple Store receipt when I purchased my 6s+ on release day last September.

Adding salt to the wound I too received the email stating that stock was available and to check, only to find out when I check and attempt to validate the error on my serial number not being enrolled still shows.

At this point I've lost any faith that Apple will resolve my issue and am disappointed in how this issue has been handled.