cancel
Showing results for 
Search instead for 
Did you mean: 
Copithorne
A-List Star

unable to upgrade

I am having difficulty upgrading my son’s phone. I am on the Account Summary page, but there is no option to select a number or upgrade. I am given an option to add a line. But nowhere in the website do I have an option to upgrade. I have gone into the store and they sent me to the website. I went on chat and they were unable to help me. I tried it on Android, IOS and Windows devices.

Dio you see the option to upgrade presented to you on your account?

0 Kudos
17 Replies
Moderator
Moderator

Re: unable to upgrade

@Copithorne I will be happy to provide you the steps to log in to your account online and upgrade your device. Please see steps below:

Steps to Upgrade Your Phone

Ready to go? Just follow these step-by-step instructions.

 

  1. Sign in to My Account online.
  2. On the Account Summary page, scroll down to Phone Numbers, and select the blue arrow to the right of the line you wish to upgrade.
  3. On the next page, scroll down to Device, then select Upgrade Device.
  4. On the next page, you'll see some information about the upgrade process.
  5. Select Shop Smartphones to start shopping for a new phone. 
  6. Add the phone you want to buy to your cart.
  7. Next you'll need to review your insurance options. View details above
  8. If you want to shop for accessories, select Accessories (under Shop) from the top navigation. Add the accessories you want to your cart and then select the Cart icon at the top right to get back to your cart.
  9. Review your shopping cart and select Check Out.
  10. View your contact information. Make changes if necessary, then Continue.
  11. Enter your billing/shipping address and payment info. Agree to the terms and conditions and select Continue.
  12. Review your order and select Place Order.
  13. You'll see the Receipt screen. Print or save the confirmation number for your records. You'll also receive a text message to confirm your payment and an order confirmation email.

When you get your new phone, you'll need to come back and select Activate from the top navigation to get your phone up and running. Make sure you insert your new SIM card into your new phone BEFORE you activate.

Remember to always mark posts that resolved your issue with Accept as Solution. You can even mark multiple posts in a single thread. This will help other users find this information too!  Use the Kudos Button to offer a thumbs-up for good content.

0 Kudos
Copithorne
A-List Star

Re: unable to upgrade

Thank you. On Android. iOS and window there are no blue arrows next to my list of three phones.
0 Kudos
Copithorne
A-List Star

Re: unable to upgrade

If we could exchange screen shots, I could show you. Do you see the blue arrows now on your account?
0 Kudos
Moderator
Moderator

Re: unable to upgrade

@Copithorne I actually don't have access to an account to upgrade. Are you trying to add the device to the cart or just looking at the pricing?

Remember to always mark posts that resolved your issue with Accept as Solution. You can even mark multiple posts in a single thread. This will help other users find this information too!  Use the Kudos Button to offer a thumbs-up for good content.

0 Kudos
Copithorne
A-List Star

Re: unable to upgrade

I am trying to buy a phone as an upgrade to an existing cricket service. One of the hardest things I have ever attempted
0 Kudos
Moderator
Moderator

Re: unable to upgrade

@Copithorne  Did you follow the steps in the first message where you have to log in to the account online first and then choose the line that you are wanting to upgrade. Once you choose you want to upgrade it will pop up with a button to shop for a smartphone.

Remember to always mark posts that resolved your issue with Accept as Solution. You can even mark multiple posts in a single thread. This will help other users find this information too!  Use the Kudos Button to offer a thumbs-up for good content.

0 Kudos
Moderator
Moderator

Re: unable to upgrade

@Copithorne Once you select the device it will open a pricing menu and select upgrade and add it to your cart.

Remember to always mark posts that resolved your issue with Accept as Solution. You can even mark multiple posts in a single thread. This will help other users find this information too!  Use the Kudos Button to offer a thumbs-up for good content.

0 Kudos
Copithorne
A-List Star

Re: unable to upgrade

Yes I did. On android. iOS and Windows. I can sign on to my account. I see my account summary. I pay for three phones for my family and I are them. There is no possibility for me to select phones. There is no blue arrow. If I bypass that by shop phones J get an option to add a line but no option to upgrade.
0 Kudos
Copithorne
A-List Star

Re: unable to upgrade

Yes I did. On android. iOS and Windows. I can sign on to my account. I see my account summary. I pay for three phones for my family and I see them. There is no possibility for me to select phones. There is no blue arrow. If I bypass that by shop phones I get an option to add a line but no option to upgrade.
0 Kudos