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I offered to do exactly that and the dude told me I had to buy out the phone completely. It’s funny cause one of the reasons I went to apples upgrade program was cause I got tired of dealing with T-Mobile’s BS when I wanted to upgrade my phone and now they give me this crap.
This isn't right, I've for sure done this with IUP and directly with Apple, without having to deal with T-Mobile at all.

Sounds like their IUP/T-Mobile integration is a bit messed up right now, so let's all wait a day or 2 for them to figure things out.
 
I tried last week as well to mock an order and got this same error. So I don’t think it is related to the new phone. It must me something else and not just a day bug.
 
tmobile defaults to thinking that you want to use their phone upgrade program when you mention to them the word upgrade.. if you were to upgrade using a tmobile trade in then yeah, that would be the case, if you are going to continue to use the iup then you should be able to upgrade, its a feature built into the iup loan.
Actually it was Apple that told me I would have to buy out the remaining payments not tmobile
 
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I’m actually getting a different error but all the information is correct.
1787a3a320552feaea80d266abe2c90a.jpg
 
Oh, yikes… I was going to keep doing iUP, but I decided to pay off the loan instead and trade it in for the trade-in value and extra bill credits (since we’re on Magenta Max 55+ and eligible). I hope you are all able to get it sorted.
 
So, I am receiving the same message that my account isn’t eligible. I am on a 2-line Magenta plan. Also, I am NOT doing the upgrade program, just paying in full and I do not have any phones on EIP. I’ve purchased my previous two phones this same way without issue - not sure why.
 
I went to go look at my bill - I am getting a gateway timeout error as well.. this has been happening for days.
 
This is what I see
 

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This is all frustrating, and we all know that there will be major shortages for the device.. its just problem after problem.
 
when attempting through the store page on a pc this is what I get.
 

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