Cannot upgrade iPhone. Error message before checkout.

Subject: Unable to Upgrade Paid-Off iPhone – Device Payment Plan Line Limit Error

Hi Xfinity Support,

I’m trying to upgrade my current iPhone 13 Pro Max to the new iPhone 18 Pro Max, but I keep receiving an eligibility error during checkout.

For some background, I previously had AT&T and completely paid off my iPhone 13 Pro Max before switching to Xfinity Mobile. I currently have both Xfinity Mobile and Xfinity Internet.

When I log into my Xfinity account, it shows that my current iPhone is eligible for an upgrade. I’m able to select the new phone, choose my options, and proceed through the upgrade process. However, when I reach checkout, I receive the following error:

“You’re over the number of lines you can have on device payment plans. Pay in full or bring your own.”

What’s confusing is that my eligibility details show:

• 4 phone lines allowed on my account
• 1 active phone line
• 2 phones listed under my device payment plan eligibility
• 0 tablets or watches

I also receive a separate message stating that a down payment is required on all device payment plans.

I’m not trying to add another phone line. I’m simply trying to upgrade my existing device, which was already paid off before I transferred my service to Xfinity.

Can someone please explain why I’m receiving this error when my account shows that I’m eligible for an upgrade?

I’d also like to know whether this is an account eligibility issue, a device financing restriction, or an error in the checkout system.

I would prefer to finance the new iPhone through Xfinity’s monthly device payment plan rather than pay the full retail price upfront.

Any assistance in resolving this would be greatly appreciated!

Thank you!