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iPhone 12 iPhone Upgrade Program, "Sorry" Error on Checkout

iTim314

macrumors 6502
Original poster
Jun 5, 2005
329
3
U.S.
We have been members of the iPhone Upgrade Program since its inception. We are both eligible to upgrade to iPhone 12s (regular, not mini or pro), so we decided to go through the process on Friday (10/16).

My upgrade went smoothly. My iPhone 12 will be here at the end of the week.

The other iPhone, on the other hand, has been nothing but trouble. We can go through the entire process in the online Apple Store right up until the end, where we get a very nondescript "Sorry" with no other indication as to why the order failed (screenshot below).

We are able to confirm that his device is eligible for the upgrade. The online store then confirms with Verizon that the phone number is valid and can be auto-activated upon arrival. We can get passed entering his SSN, date of birth, and annual income. Once we review the details of the order and confirm the purchase, three seconds go by and we are redirected to a page that says one word in big, bold letters: "Sorry". The page's URL is www.apple.com/shop/sorry/iup_fsi_eligibility_failure

  • We confirmed that there's nothing wrong with his credit; its even better than the day we originally signed up.
  • We confirmed that his Verizon line is an "Account Manager" that allows the upgrade and auto-activation.
  • We are on separate Apple IDs ordering under separate names, so this isn't a "one phone per customer" issue.
  • We tried a different credit card issued by a different bank.
  • We tried on the Apple Store iOS app, different browsers on multiple Macs, a windows computer, different internet connections, and multiple combinations therein.

Five iPhone Sales agents are unable to determine what the issue is. I spoke to a Post-Sales agent handling the overflow, and they were also not aware of any issues. None of their supervisors could determine what the problem was. I spoke to two Agreement Management Administrators who confirmed that there were no eligibility issues and that the account is in good standing. We reached out to Verizon and they confirmed that they are not blocking the transaction. We reached out to Citizen's One (twice) and they confirmed they are not even receiving any application for him.

The latest iPhone sales agent suggested we try to complete the application and purchase in-store since they have greater sales permissions, but then they found that there are no stores within hundreds of miles making in-store sales due to COVID-19.

One Apple agent suggested that the issue was due to the fact that only the Verizon Account Owner can authorize the upgrade. However, when I spoke to Verizon about this, they confirmed that both Owners and Managers can authorize upgrades.

I'm currently waiting to speak to a senior support specialist, but I'm beginning to lose my patience. Has anyone had this trouble with the iUP? I don't even know what my next course of action could be…

Screen Shot 2020-10-16 at 3.38.27 PM.png
 

purpleparrotuk

macrumors 6502a
Jun 26, 2010
950
263
There’s another thread on here where second orders on the upgrade programme are being cancelled for no reason. This is ridiculous though since we are entitled to upgrade every one where we are in the programme with already.
 
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iTim314

macrumors 6502
Original poster
Jun 5, 2005
329
3
U.S.
I finally (after 12 calls to 1-800-MY-APPLE) got an escalation to senior support. Verizon confirmed that they were not blocking the transaction for whatever reason and even conferenced in with me while I talked to Apple. I'll hopefully be getting a call from them in 5-7 days.
 
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