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Apple today sent an email to some iPhone Upgrade Program members to inform them that their previously-completed iPhone trade-in has been "canceled," but the email was almost certainly sent in error based on the circumstances.

iPhone-Trade-In-Box.jpg

Apple told customers it never received their iPhone, even though they sent it in months ago. In many cases, the customers physically handed their iPhones to an Apple Store employee in person, so there is no possible way they could be at fault.

"Because you didn't trade in your iPhone, we are unable to complete the trade-in process," the email says, according to a screenshot shared with us by reader Quinn Everett. "The associated loan on this iPhone will resume."

Everett and others said the Apple Store app also shows their iPhone's trade-in status has changed to "canceled," suggesting that Apple's email is legitimate. The email has been widely shared across the MacRumors Forums, Reddit, and X, with many customers receiving it in the early hours of Thursday morning in the United States.

Many customers who received the email completed their iPhone trade-in last September, when the iPhone 15 series launched, so the delayed timing of the email suggests that it was sent as a result of a system glitch. Apple did not immediately respond to our request for comment, but we will update this story if we receive an explanation.



Update — 10:35 a.m. Pacific Time: We have confirmed that this email was sent erroneously and that customers who received it do not need to take any action.

Update — 11:51 a.m. Pacific Time: Apple has now sent a follow-up email to affected customers that says to "please disregard the previous email we sent."

Article Link: Apple Mistakenly Tells Customers Their iPhone Trade-Ins Are 'Canceled' [Updated]
 
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I received this email as well. I purchased in an Apple Store on launch day back in September and definitely turned my phone in to them…
 
  • Wow
Reactions: Jovijoker
Definitely a bug. No way it's legit. You get an email when it is finished. I'm sure all of those people already have the email saying the trade in is complete.
 
Also received the email for a Sept in store trade-in. Has anyone been able to through to Apple? There phone system isn’t allowing callers to enter the queue and text support doesn’t connect you to anyone.
 
Lol. We haven’t heard any good news from Apple in a while. But we have to realize, this company is massive so everything isn’t going to run smoothly.
 
I got the same email late last night and was on hold with Apple this morning listening to insipid music for 30+ minutes before I saw this article (I had begun to wonder if something like this was responsible for the long hold times). VERY annoyed.
 
  • Love
Reactions: Jovijoker
The irony is that ASICS Americas recently sent out a similar set of - repeated - emails regarding returns from 2-3 years ago. This is a data security and privacy problem - in ASICS case - because that should have been archived long ago.

This was in March, for a return from 2021.
1714051628066.png
 
  • Like
Reactions: Jovijoker
I received the email and tried calling Apple before looking here. I received a message that they were having too many calls and to try again later.
 
Connected to someone via chat; as suspected it is an error. Here is their statement:

I do apologize for the confusion. Your order and trade in has processed normally. This email was result of a technical error. We do apologize for the inconvenience but please disregard that email.
IMG_4348.jpeg
 
  • Like
Reactions: sammiemo
Connected to someone via chat; as suspected it is an error. Here is their statement:

I do apologize for the confusion. Your order and trade in has processed normally. This email was result of a technical error. We do apologize for the inconvenience but please disregard that email.View attachment 2371768
My chat person said they were going to call the store then disconnected. Forwarded it to tcook@apple.com. Maybe somebody in corporate can do something. It’s happened every year and I always trade at store.
 
Definitely a bug. No way it's legit. You get an email when it is finished. I'm sure all of those people already have the email saying the trade in is complete.

When I did an online order w/ trade-in and chose to pickup in store, I traded my iPhone in instore. I got several "trade in not complete" emails but ignored them since I already got my money back. I prefer in store because you know it's done and what you'll get.
 
  • Like
Reactions: cocky jeremy
I'm not sure if personally made a mistake or if Apple made a mistake. When I initially got my 15 Pro Max order it was delivery with Trade-in after.

I decided to do the trade in store. Advised the rep that the phones serial # matches the order #, however the rep advised they didn't want the order# Got the below email.

Also got the trade-in cancelled email last year.

Was I at fault?

1714056365735.png
 
  • Disagree
Reactions: Account25476
Connected to someone via chat; as suspected it is an error. Here is their statement:

I do apologize for the confusion. Your order and trade in has processed normally. This email was result of a technical error. We do apologize for the inconvenience but please disregard that email.View attachment 2371768
But this isn't correct, right? To me, the email implies that I had initiated a NEW trade-in ... that failed ...
 
I got it this morning. If I click the link on a computer browser it takes me to a page that shows "Your trade-in has been canceled. The associated loan will resume, in addition to any payments on your new iPhone."

If I click the link on my iPhone, it shows "Your trade-in is complete, and the associated loan has been closed."

Definitely a glitch.
 
Okay, so Apple screwed up. But people going into a Stage Three panic over a couple hundred dollars is well…a sign they don’t have any real problems.
It's a serious **** show when Apple tells you "we didn't get your trade in" that you did in fact ship to them -- been through it, a real nightmare.

This also could very well have signaled that one's Apple account had been hacked and someone had figured out a scam involving fake trade-ins.

So alarm is justified, IHMO.
 
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