Unable to add airpod pro's to my account

[JamesGH]

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?

[Christopher_G]

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

[JamesGH]

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...

[Leanne_T]

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.

[JamesGH]

Hi @Leanne_T 

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

[Leanne_T]

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.

[JamesGH]

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?

[Jon_K]

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

[JamesGH]

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

[JamesGH]

@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...