New iPhone XS Max "not eligible for swap"

Enthusiast

New iPhone XS Max "not eligible for swap"

 Hi, I just purchased a brand new unlocked iPhone XS Max from the Apple Store. I put my current Boost SIM in, got the "SIM is locked" message, and tried to activate the new device using the IMEI on your website. I got the "This device is not eligible for swap" message. I tried calling your customer service number, and for some reason they forwarded me to Apple Care, who told me that this is a carrier issue. HELP????

7 REPLIES 7
Agent

Re: New iPhone XS Max "not eligible for swap"

Hi there, @ruby8380! Did you call 888-266-7848 to get the phone’s compatible SIM card?

Enthusiast

Re: New iPhone XS Max "not eligible for swap"

I didn't - do I need to do that or can you help me with that here? My old phone was an iPhone 6S Plus.

Agent

Re: New iPhone XS Max "not eligible for swap"

You will need to call to get assistance with the SIM card. 

Enthusiast

Re: New iPhone XS Max "not eligible for swap"

I called the number and I'm getting conflicting information. I was told that they can't help me over the phone and I would need to visit a Boost store. Is there something specific I need to tell the customer care rep on the phone to get them to send me a new SIM?

Agent

Re: New iPhone XS Max "not eligible for swap"

If they told you that you will need to visit a Boost Mobile store, the SIM card for that device is currently out of stock. We recommend contacting your nearest Boost Mobile store for assistance. 

Enthusiast

Re: New iPhone XS Max "not eligible for swap"

I got a hold of another rep on the phone who was able to send me an updated SIM card, but told me that I would still need to call back to activate the phone. I’m not looking to add another line, just to use my new phone using my current number. Would I be able to do that online or should I still call the service number? Thanks for all your help thus far.
Agent

Re: New iPhone XS Max "not eligible for swap"

Hi, ruby8380! Unfortunately, you'll need to contact customer service to get the SIM card activated. You can either call 1-888-266-7848, or send us a Private Message and will be able to assist you as well.