Mike Wuerthele
For a while on April 25, emails to customers that traded in iPhones months ago were listed as canceled — but Apple is now telling those informed that the messages were in error.
Overnight, we got some tips about months-old trade-ins listed as cancelled. It has also also happened to one AppleInsider staffer.
It's not yet clear exactly what's going on. Apple takes in one trade-in towards a single device, with multiple devices being traded in counting toward gift cards. So far, the only information we have is that it only appears to be happening to people who have traded in for a new device.
The tracker is claiming a half-year after the fact that the device wasn't received within the "required time frame." That time frame is 14 days, and Apple has historically been prompt about that time frame, as trade-in values vary greatly as time passes.
Anyone else get a "Your trade-in has been canceled" email from Apple? Uh sorry, I traded in that iPhone in September 2023. lol @AppleSupport
— Andrew (@helloandrewc) April 25, 2024
We've heard of two scenarios. One is that a loan will resume on a device that Apple is claiming after the fact that it hasn't been sent in, and another is just a rejection of the trade-in.
"Because we didn't receive your device within the required time frame, your trade-in has been cancelled. If you've already sent your device to our trade-in partner, it will be shipped back to you," the rejection notice in the tracker says.
Apple doesn't appear to be sending emails in most cases. And, in the case of a one-for-one return, nearly all users say that they've gotten the credit for it.
Update April 25, 5:00 PM ET Apple has confirmed that this is some kind of system error, and no action by the consumer is necessary.
Charles Martin
Malcolm Owen
William Gallagher
Christine McKee
Wesley Hilliard
Andrew Orr
4 Comments
I received this email this morning.
I finally got Apple Support on chat and they said: "I do apologize for the confusion. Your order and trade in has processed normally. This email was result of a technical error. We do apologize for the inconvenience but please disregard that email."
I mentioned it was very hard to get in touch with them, and they said: "Sorry we don't have any support email, but you are getting long wait while getting connected due to the technical error of that email which you received, likewise most of the customers received the same email."
A follow up email saying acknowledging the error would have been nice. As it is, it's nearly impossible to get an agent via text or on the phone.
Apple’s trade in program is outsourced and has become a joke.
I got the email at 3 am EST, got me upset. Said trade-in never received and loan restarting. I traded in at the Apple Store too. Kept checking my registered devices to see if that phone was added back to my list!
Thanks to Appleinsider for allowing me to skip calling Apple, for now.