topic Re: Unable to add airpod pro's to my account in Archived Posts

Unable to add airpod pro's to my account

JamesGH — Sun, 22 Nov 2020 03:20:00 GMT

I was looking at getting the airpod pro add on but it wont let me. I go to add them and it takes me to the upgrade or new device page and says that I couldn't log into my account regardless if I am or am not already logged in and it says you have them in stock in the shop section so why can't I add them to my account?

Re: Unable to add airpod pro's to my account

Christopher_G — Sun, 22 Nov 2020 10:47:14 GMT

Hi @JamesGH

Welcome to the community.

Could you try doing this on a different device or browser please?

Let me know if it's any better.

Chris

Re: Unable to add airpod pro's to my account

JamesGH — Mon, 23 Nov 2020 01:20:34 GMT

Hey @Christopher_G

Tried what you asked and still got the same result, I originally tried it on my pc and I've just tried it on my phone and it still says 'Unfortunately, we couldn't log you in, but you can still buy or upgrade - just choose what you want to do.' but I am logged in...

Re: Unable to add airpod pro's to my account

Leanne_T — Mon, 23 Nov 2020 11:37:12 GMT

Hi @JamesGH

Thanks for trying 🙂

Do you currently have a pay monthly device plan?

Are you in the first 17 months of your 24-month contract?

Thanks 🙂

Leanne.

Re: Unable to add airpod pro's to my account

JamesGH — Mon, 23 Nov 2020 15:59:24 GMT

Hi @Leanne_T

Yes, I do but it ended on the 28th of October this year

Re: Unable to add airpod pro's to my account

Leanne_T — Mon, 23 Nov 2020 16:06:31 GMT

Hi @JamesGH

Thanks for coming back to me.

You would need to be within the first 17 months of a 24-month contract to add accessories to your plan.

Are you looking at upgrading at the same time?

Leanne.

Re: Unable to add airpod pro's to my account

JamesGH — Mon, 23 Nov 2020 16:22:45 GMT

Hey @Leanne_T

Ah okay, still doesn't explain why it says "We couldn't log you in" yet it will show that I am logged in from trying to add something to the plan unless that's why?

And yeah, I'm looking to upgrade so should I just select the upgrade and contract I'm after then go back to add them to the plan?

Re: Unable to add airpod pro's to my account

Jon_K — Mon, 23 Nov 2020 16:40:24 GMT

Hi @JamesGH.

Yes, you will be best upgrading your plan first.

Let us know if you're able to add to your plan after this.

Jon

Re: Unable to add airpod pro's to my account

JamesGH — Mon, 23 Nov 2020 19:24:26 GMT

Okay, thank you. I'll let you know if it lets me add them or not.

One more thing with my upgrade how do I go about keeping my current sim with the new 24 month plan I choose? Because I don’t want a new number

Re: Unable to add airpod pro's to my account

JamesGH — Thu, 26 Nov 2020 19:12:15 GMT

@Jon_K

So I've chosen my upgrade and when I go to look at adding the airpod pro's to my plan I still get that pop up that says 'couldn't log you in' even though I am logged in...

Re: Unable to add airpod pro's to my account

Christopher_G — Fri, 27 Nov 2020 08:09:00 GMT

How strange, @JamesGH

I'd recommend speaking to our Mobile Care team so that they can find out why this isn't working and help you add them to your plan.

Chris