Need help swapping/activating phone as a 2nd line on a family plan

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Agent

Re: Need help swapping/activating phone as a 2nd line on a family plan

So sorry to hear about this experience, Morelli. We want to help! We value your privacy and security. Due to the nature of your concern, we would like to authenticate your account, but for us to do this in a secure way we need to take this to a private channel where we can discuss private account information. Please send us a private message along with your phone number, the PIN and a brief description of your request.

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Newbie

Need help swapping/activating phone as a 2nd line on a family plan

I’m the 2nd line (Not the primary) of a boost family plan. I had an iPhone 6 Plus but recently ordered and received a new XR through the boost website. I’m trying to swap my new phone (keep the same number) and activate it, but whenever I go to the activation page and put in my information/serial number/etc it shows my brand new phone (XR) and the Primary on the family plans phone (an iphone 7) but it won’t give me options to swap it out for my old phone, the 6 plus. Am I missing something painfully obvious here? It’s getting really frustrating. I haven’t been able to use my new phone at all.

Thanks in advance