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Can't swap devices on account


I have recently purchased a new iPhone 12 Pro and under the promotion I also needed to purchase a new line. I would like to swap numbers on my account now - move the new number to my old iPhone 11 Pro and move the iPhone 11 Pro number to the new iPhone 12 pro. When I attempt to swap in my account, I am able to select both phones I wish to swap. When I click continue I receive the message: We are unable to find the details in our system for this device. I'm unable to swap numbers at this time. Any ideas?


Re: Can't swap devices on account

Customer Support

Good morning, Sandy12341. We want you to be able to swap your devices and use the right phone with the correct phone number. Are you following the instructions as per this link (

Try a different web browser and let us know if this resolves the issue.