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In the same boat where I put in my Serial Number and IMEI and it says that I’m not enrolled.

Also went to the Citizens One loan page and there doesn’t seem to be any recent payments made (though I have been doing it for the past 11-12 months)

Not sure what to do, but reaching out to support now.
Update on this:

Got transferred to Apple in the Agreements Department and he had me go to checkcoverage.apple.com and give my serial number. Apparently, having AppleCare+ is part of the criteria for determining if you are in the Upgrade Program or not. And for some reason, it completely dropped off my phone and account. The guy filed an escalation ticket and he said check back in a day or two and everything should be all set. Going to cross my fingers.
 
Update on this:

Got transferred to Apple in the Agreements Department and he had me go to checkcoverage.apple.com and give my serial number. Apparently, having AppleCare+ is part of the criteria for determining if you are in the Upgrade Program or not. And for some reason, it completely dropped off my phone and account. The guy filed an escalation ticket and he said check back in a day or two and everything should be all set. Going to cross my fingers.


It happen one year to me on my iPhone X I called a week a head of the Apple event so it gets solved on time.
 
I get to that screen. So I don't see how it's e sim issue.
 

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So people that already did the pre approval, open the apple store app on your phone.

Scroll down to the get started under get a head start on your upgrade. Select your phones serial number.

The next page says "It looks like you're not enrolled yet."

Which is strange bc I am enrolled...Does anyone else show this?
 
So people that already did the pre approval, open the apple store app on your phone.

Scroll down to the get started under get a head start on your upgrade. Select your phones serial number.

The next page says "It looks like you're not enrolled yet."

Which is strange bc I am enrolled...Does anyone else show this?

Unfortunately it happens more than you would think. Several people in this thread have talked about their status showing the same as yours.

I had the same issue last year and unfortunately it might not be an easy/quick fix. Good luck.
 
Unfortunately it happens more than you would think. Several people in this thread have talked about their status showing the same as yours.

I had the same issue last year and unfortunately it might not be an easy/quick fix. Good luck.
no, re read my post. I already did the pre approval process for my phone. After doing the pre approval process, its showing my phone isn't enrolled.

https://ibb.co/yhHJWP7
 
no, re read my post. I already did the pre approval process for my phone. After doing the pre approval process, its showing my phone isn't enrolled.
Sorry your initial post didn’t indicate that you completed the pre-approval process already. Not sure what could be going on. You’ll probably need to call Apple.
 
worked for me

I have TMobile and I am on ios13. I could get to the Tmobile log in screen sometimes then it would fail. I ended up using my wifes phone on the same apple ID account and it worked. She is still on ios 12.
 
Okay now open the app again. Scroll down to the Get a head start on your upgrade and click get started.
Then under choose the iPhone you'd like to upgrade click the serial number you enrolled. Lemme know what it says
It shows my phone and allows me to proceed.

I am confused. If you already completed your pre approval, we are you going back a
In a clicking on “get started” you already completed..

If you completed your pre approval, you should see a box at the top once you open the app that says “ you’re ready for pre-order on 9.13” and it instructs you to come back starting at 5 a.m. PDT to complete my order.

Do you not see that when you go in the app?
 
Looks like e sim may be the issue. I put another Sim in and it read it right away. Guess I'll be getting a Sim card at the mobile. So stupid.
 
I just cut to the chase and escalated it via Tim Cook's email... cuz I wasn't getting anywhere on the phone.
It’s a serial number mismatch issue (at least that was the case for me). Did you have your phone replaced at any point? The iUP has record of the old SN, not the replacement, so a replacement device isn’t technically enrolled in iUP. Took many calls before Apple finally fixed it a week later, the day before pre-orders started last year
 
It’s a serial number mismatch issue (at least that was the case for me). Did you have your phone replaced at any point? The iUP has record of the old SN, not the replacement, so a replacement device isn’t technically enrolled in iUP. Took many calls before Apple finally fixed it a week later, the day before pre-orders started last year
This is exactly what happened to me! (The serial mismatch issue). I have been on the phone with Apple and citizens literally all day. I wish someone could have explained to me the issue happened with the replacement device I exchanged last year. Ugh. No one seemed to know why I was getting the mismatch SSN error message. They told me to just start a new loan instead. Annoying because now I have a new hard pull on my credit.
 
Once you get all this stuff done, make sure you place a "practice" order. I placed an order for the $9 dongle to make sure my order would go through without any issues, especially related to the shipping address (you can cancel the order easily after a few minutes).

I live in Maryland but will be visiting my fiance in Utah when the phone ships and arrives, so it's important for me to make sure I've changed all the shipping addresses to her address. If the address isn't exactly right, the order will not go through. Do this before Friday morning. You don't want to waste precious time when preorders start.
 
Curious to see what happens in my case. Last year I was slow on the trigger at 3a.m. EST (lol) so my payment dates are the 27th of every month. So technically I'm not eligible to trade until I make one more payment. I may have to wait until pre-order date slips to 9/27 or later. Hmm.

As long as you’ve made 11 payments you’re good to go.
 
It shows my phone and allows me to proceed.

I am confused. If you already completed your pre approval, we are you going back a
In a clicking on “get started” you already completed..

If you completed your pre approval, you should see a box at the top once you open the app that says “ you’re ready for pre-order on 9.13” and it instructs you to come back starting at 5 a.m. PDT to complete my order.

Do you not see that when you go in the app?
i got it fixed. signed in and out of iTunes and it fixed it. ty for your help
 
This is exactly what happened to me! (The serial mismatch issue). I have been on the phone with Apple and citizens literally all day. I wish someone could have explained to me the issue happened with the replacement device I exchanged last year. Ugh. No one seemed to know why I was getting the mismatch SSN error message. They told me to just start a new loan instead. Annoying because now I have a new hard pull on my credit.
Good luck. Had the same frustrating issue last year.
 
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