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iPhone 15 Pro Max Weird iPhone Upgrade Program email questions?

iNICK20

iNICK20

macrumors 6502
Original poster
Oct 25, 2014
373
220
I upgrade yearly at launch like most folks do with iUP I assume? Well I literally just got this weird email...

"iPhone Upgrade Program
We never received your iPhone.
Order Number: W1304******
Because you didn’t trade in your iPhone, we are unable to complete the trade-in process. The associated loan on this iPhone will resume."

I can't find my current loan number and Citizens One is showing my account as closed. Looks like the current isn't on there anymore. According to Apple Website it shows this "
iPhone 15 Pro Max
Picked Up Sep 22
Your trade-in has been canceled. The associated loan will resume, in addition to any payments on your new iPhone."

Has anyone had this issue before? I assume, the current loan will just show up without any issues? Obviously Citizens One is closed currently. I'll call them in the morning tho. Figured, I'd ask here incase someone had this issue as well with a solution?
 
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I also received the same email. Picked up my 15 Pro Max on launch day and traded in my 14 Pro Max a couple of days later at the same store. Very weird indeed.
 
rainbow_wild said:
I also received the same email. Picked up my 15 Pro Max on launch day and traded in my 14 Pro Max a couple of days later at the same store. Very weird indeed.
Click to expand...
So it must be a system issue then? I figured I'd be the only one with this issue haha.
 
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Dusted off my Macrumors account to chime in and say that I got the same email just now. Panicked me a bit, but glad to see I'm not the only one in this boat. Definitely has to be a system glitch, I tried upgrading my device on the Apple Store app, and I get a never ending loading screen.
 
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HeyCharlieBall said:
Dusted off my Macrumors account to chime in and say that I got the same email just now. Panicked me a bit, but glad to see I'm not the only one in this boat. Definitely has to be a system glitch, I tried upgrading my device on the Apple Store app, and I get a never ending loading screen.
Click to expand...
My Citizens One account is showing $0 balance. Would be nice but won't last LMAO.
 
iNICK20 said:
I upgrade yearly at launch like most folks do with iUP I assume? Well I literally just got this weird email...

"iPhone Upgrade Program
We never received your iPhone.
Order Number: W1304******
Because you didn’t trade in your iPhone, we are unable to complete the trade-in process. The associated loan on this iPhone will resume."

I can't find my current loan number and Citizens One is showing my account as closed. Looks like the current isn't on there anymore. According to Apple Website it shows this "
iPhone 15 Pro Max
Picked Up Sep 22
Your trade-in has been canceled. The associated loan will resume, in addition to any payments on your new iPhone."

Has anyone had this issue before? I assume, the current loan will just show up without any issues? Obviously Citizens One is closed currently. I'll call them in the morning tho. Figured, I'd ask here incase someone had this issue as well with a solution?
Click to expand...
I got this as well. Has to be a system glitch. I traded my phone in in person at a store.
 
iNICK20 said:
I upgrade yearly at launch like most folks do with iUP I assume? Well I literally just got this weird email...

"iPhone Upgrade Program
We never received your iPhone.
Order Number: W1304******
Because you didn’t trade in your iPhone, we are unable to complete the trade-in process. The associated loan on this iPhone will resume."

I can't find my current loan number and Citizens One is showing my account as closed. Looks like the current isn't on there anymore. According to Apple Website it shows this "
iPhone 15 Pro Max
Picked Up Sep 22
Your trade-in has been canceled. The associated loan will resume, in addition to any payments on your new iPhone."

Has anyone had this issue before? I assume, the current loan will just show up without any issues? Obviously Citizens One is closed currently. I'll call them in the morning tho. Figured, I'd ask here incase someone had this issue as well with a solution?
Click to expand...
I just got the same email an hour ago too.
 
Just got this email too and has me in a bit of a panic - this thread is my only comfort :) Would appreciate anyone else weighing in.
 
Got the same email. I had upgrade program and traded in my old iPhone at the store. I guess it’s a glitch
 
I woke up this morning to the same email. I traded in my iPhone at the store last September and my citizens one is showing a balance of $0 and loan status closed. If anyone gets an update on this please share! I can’t get anyone on the 1-800-MY-APPLE generic number in the email :rolleyes:
 
I also got this email and was freaking out this morning. Glad to see it’s not just me and this looks like a system issue. I pulled up my invoice and tried to add my iPhone 14 Pro Max loan on the same account as my iphone 15 pro max and was unable to add it. The email seems to have disappeared my inbox now but I’m seeing the below on my Apple Store app
 

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Got the exact same email last night. The main order page of Apple Store app says the trade in is cancelled. Tapping into the specific order page says my trade in is completed.

Citizen One loans do not seem activated. Tried to connect with Apple Support twice via iMessage and no one response.

Glad I am not alone and feel confident I can delete it as an error on Apple’s part.
 
Same here!
I did a launch day pick-up in store and since they didn’t ship me the return box, I returned to the same Apple stroe the next day to turn in my old phone after finishing up the back up and the data migration. In my case, the order status still shows the trade-in complete.
 
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Also got this email, went into my order history and confirmed that it still correctly shows I traded in the old phone at the store. Glad to see the other reports, really does sound like a glitch. Hopefully they’ll send out a correction today.
 
Received same email. Trying to call apple and wait can be hours also using their text support, looks like a few customers has the same issue. I traded in the store, so the iPhone shouldn’t be lost. Unless the store lost my traded in iPhone
 
I got the same email, I haven't called to confirm, but I do not see the loan activated again on Citizens end. I also traded in at the store as I always do to ensure this doesn't happen. Seems like it is just a glitch since I doubt this many people even just in this forums all got our phones "lost".
 
cthompson94 said:
I got the same email, I haven't called to confirm, but I do not see the loan activated again on Citizens end. I also traded in at the store as I always do to ensure this doesn't happen. Seems like it is just a glitch since I doubt this many people even just in this forums all got our phones "lost".
Click to expand...
Just called apple, supports says because I placed an order online(pre order the phone) and I didn’t use the trade in box they sent to me, after a while I will receive an email says trade in is cancelled. They see my loan at citizen bank is closed, and they can see I traded in the phone in the store
 
Plus one here. Got the same email. Panicked a bit but just gonna wait for the inevitable apology email. The phone support line said wait is more than one hour. So. Lots of people got this, methinks.
 
stardlord2046 said:
Just called apple, supports says because I placed an order online(pre order the phone) and I didn’t use the trade in box they sent to me, after a while I will receive an email says trade in is cancelled. They see my loan at citizen bank is closed, and they can see I traded in the phone in the store
Click to expand...
did you even get a trade in box sent to you? when you pre-ordered did you select mail-in but do a in store trade-in instead? I know I selected in store pick up for the 15PM when I upgraded as I did for the 14PM the previous year and never got this email when I upgraded to the 14PM. I went to the same Apple Store for trade-ins.
 
Same here. I traded my phone in-store. I did return it a few days after I picked up the new one but they said that was fine.
 
I knew if there was a place to find out if this was a glitch, I would find it here. Thank you Macrumors community.
 
cthompson94 said:
did you even get a trade in box sent to you? when you pre-ordered did you select mail-in but do a in store trade-in instead? I know I selected in store pick up for the 15PM when I upgraded as I did for the 14PM the previous year and never got this email when I upgraded to the 14PM. I went to the same Apple Store for trade-ins.
Click to expand...
i did selected mailed in for trade in, but used the store to trade in instead, i was afraid ups lose the trade in, then they have to open a claim/dispute for loss package..i had bad experience with both ups and fedex(fedex lost my apple.com order- an iphone), they both lost my expensive packages. there are two times i chosen ups pick up, and they force me to sign for the package then tell me the package is not found/they lost it, they let me deal with the seller, and don't even provide statement showing i pick up nothing(they said to my face, go talk to seller). so never sign for the package until you physcial see it. another time ups given me the empty box after sign for the package, i said there is a hole on the package and it's empty.. both time they let me deal with the seller, on seller side seller see i sign for confirm of receive the package... both item were purchased on amazon, amazon did reship the item for me. and i leave negative feedback on that ups store( own by 3rd party/not corp store, i guess some ups employees steals from work,they keep hire new employees)
 
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