iPhone X Apple store app iUP checker says my iPhone is “not enrolled yet”
- Thread starter thebrick
- Start date
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jaybar
macrumors 68020
Apple support is telling me I'm showing I'm enrolled on their end....after 15 minutes she says ok I'll transfer you to the right department and they'll get it all straightened out. Then....disconnected.C'mon Apple we shouldnt have to go through all this!!
That is what happened to me. I suspect you need to get to someone much higher on the chain of command. As I stated, it took about 6 weeks.
Alexrat1996
macrumors 601
Update people check now it works for me fine.
Shadowbech
macrumors G3
Just checked on my phone and has been fixed. As said before, it was probably just a system issue.
Alexrat1996
macrumors 601
Maybe Since I did the escalation they fixed it for all of you.
Alexrat1996
macrumors 601
iPhone Upgrade Program
It looks like you’re not enrolled yet.
MINE'S NOT FIXEDGRRRRRR
Call Apple care now and talk to agreement team they will fix it quick.
patricem
macrumors 6502
Searching online, it seems people have run into this glitch for years. Year after year. Seems they would have it figured out by now. Match correct phone to correct account!
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Ive called. Will have to call again I guess.
slippery-pete
macrumors 68020
Well this sucks. Mine showing I am not enrolled. Looks like I’ll be making some calls tomorrow.
Shadowbech
macrumors G3
When I checked earlier, it showed up, I didn't had to do anything. I knew it had to do with their system.
slippery-pete
macrumors 68020
Called this AM, said they would correct it and it would take 48 hours. Honestly, not all that confident it will be updated. Apple rep even suggested that I contact Citizens...called Citizens and was referred back to Apple.
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Ironically, I didn't have this problem with my 7 Plus even though I had my original 7 plus replaced because of a screen issue. Seems like its random and something Apple could easily correct. I suspect they aren't updating their systems when doing swaps...
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How long ago did you contact Apple? FWIW, they told me this morning it could take 48 hours.Mine is still not working today
Ironically, I didn't have this problem with my 7 Plus even though I had my original 7 plus replaced because of a screen issue. Seems like its random and something Apple could easily correct. I suspect they aren't updating their systems when doing swaps...
jaybar
macrumors 68020
You calling Citizens is a waste of time. It is an Apple issue. Apple might have to interact with Citizens, but at a far higher level then you could.
slippery-pete
macrumors 68020
Yup, Citizens couldn't get me off the phone fast enough. Basically "call Apple, good bye"
jaybar
macrumors 68020
As I said yesterday, people who still have the problem need to find a way of getting to a Senior Engineer. I had this problem, when I first got my 8 Plus on release day. It took about 6 weeks for the IUP app to recognize my phone was enrolled. Apple was great about remaining in contact. I am not suggesting your issue will now take that amount of time. However, try and get to the right level of staff, who can resolve the issue. Be polite but persistent.
BTW, I fail to understand why people who want to remain in the IUP, have not checked their eligibility s few months before release, to allow sufficient time for resolution without stress.
slippery-pete
macrumors 68020
Good advice. I would say that most aren't checking months in advance because they didn't think there would be an issue.
We will see if the problem gets fixed within 48 hours as they suggest it would.
mattguy10
macrumors 6502a
As @jaybar suggested, being persistent & polite is key. The issue is that neither Apple or Citizens want to do the legwork to figure out what the issue could be, but not EVERY employee is that way.
I drove to another state to an Apple store to pick up an iPhone X for my sister in law that would be used on my cellular account. I reserved the phone online to be picked up at the store, got the confirmation email that it would be ready at a specific time, and in the email it also stated that the primary account holder for the cell account could pick up the phone, that person being me. I drove a little over two hours to pick up the phone, wait in line for 30 minutes only to be told that I had to be an authorized user on my sister in laws Apple account to pick up the phone. The employee told me to have my sister in law call Apple support to have my name added as an authorized user on her account and that I would have to get back in line and it could be up to two hours before I was waited on again. So I accepted what she told me at first, called my sister in law, and waited for her call back to say I was added to her account. As I waited for her call, I realized that after waiting in line for maybe another two hours that I still had to drive two more hours back home, so I went and talked to a different Apple employee who was on the outside of the store directing customers to the proper line to pick up there preorders. I told him what the original Apple employee had told me and also that in the confirmation email it was stated that the primary cell account holder could pick up the phone. He pulled out his company iPhone and looked into my situation, did the extra work of figuring out what the first employee overlooked and I was on my way in 15 minutes with the new phone.
It’s all in WHO you talk to, HOW you talk to them, and WHAT they’re willing to do by going that extra mile to help you out.
Don’t give up!
Now back on topic!
I drove to another state to an Apple store to pick up an iPhone X for my sister in law that would be used on my cellular account. I reserved the phone online to be picked up at the store, got the confirmation email that it would be ready at a specific time, and in the email it also stated that the primary account holder for the cell account could pick up the phone, that person being me. I drove a little over two hours to pick up the phone, wait in line for 30 minutes only to be told that I had to be an authorized user on my sister in laws Apple account to pick up the phone. The employee told me to have my sister in law call Apple support to have my name added as an authorized user on her account and that I would have to get back in line and it could be up to two hours before I was waited on again. So I accepted what she told me at first, called my sister in law, and waited for her call back to say I was added to her account. As I waited for her call, I realized that after waiting in line for maybe another two hours that I still had to drive two more hours back home, so I went and talked to a different Apple employee who was on the outside of the store directing customers to the proper line to pick up there preorders. I told him what the original Apple employee had told me and also that in the confirmation email it was stated that the primary cell account holder could pick up the phone. He pulled out his company iPhone and looked into my situation, did the extra work of figuring out what the first employee overlooked and I was on my way in 15 minutes with the new phone.
It’s all in WHO you talk to, HOW you talk to them, and WHAT they’re willing to do by going that extra mile to help you out.
Don’t give up!
Now back on topic!
patricem
macrumors 6502
I never checked because it never crossed my mind that there would be an issue. I paid, I enrolled, I should be in. I mean, why wouldn't I be?? This my first year buying with iUP. Thank goodness for Macrumors!!
starbucks1222
macrumors member
My issue seems to be fixed. Missed a call from my agreement specialist who said it should be fixed, and would give me a call back tomorrow at 2pm. When I go online to check, now it shows my phone as it should! Can’t get those 4 hours back from Saturday, but now I can get my new shiny expensive model next month.
Azzin
macrumors 603
I just checked and the app has updated and now says I’m eligible for an upgrade.
slippery-pete
macrumors 68020
Not updated yet for me. Hopefully it is working its way through the process.
FrankySavvy
macrumors 68000
Greg is the guy I working with - I was going to call him later because the issue is still not resolved.
HobbesInVA
macrumors 6502
I'm affected by this issue too. I spoke with AppleCare Agreement and they opened a Case ID for my problem. Apple told me this is a known issue and it's affecting a small number of users.
I was informed Apple can see that I am enrolled in the Upgrade Program but the customer facing portal is experiencing issues. The Agreement Department told me it's taking about 2 weeks to resolve the issue. I have a follow-up call scheduled with them on Wed, Sept 5th.
I was informed Apple can see that I am enrolled in the Upgrade Program but the customer facing portal is experiencing issues. The Agreement Department told me it's taking about 2 weeks to resolve the issue. I have a follow-up call scheduled with them on Wed, Sept 5th.