Skip to main content

    Support

    Offers

P
ParkerLuke
1st Topic

1 Message

Sunday, February 23rd, 2025 4:51 PM

"Sorry we are unable to process your request. You need to pay in full" Error

Getting the above error when trying to trade in my current Iphone 11 for a Iphone 16 on the xfinity website.  Iphone 11 is in perfect condition, still in use every day.  Has had a strong case for the entire time I have owned it, no damage at all.   Getting the error message when I enter in the IMEI and try to add the new phone to my cart.  Already been frustrated with Xfinity mobile, if I can not get this resolved I am finally just going to move to a new carrier.  Why promise trade in credits if you don't want to give them out?  Just dishonest behavior.  

Question

 • 

Updated 

11 days ago

71

2

0

XfinityPeterH

Official Employee

 • 

2K Messages

4 months ago

 

ParkerLuke Thank you for reaching out and sharing your feedback. Chances are if the IMEI is not allowing you to move forward with the trade in than that phone does not qualify. 

 

2

0

axedoit

Visitor

 • 

1 Message

Why would that be the case?

Like

Reply

13 days ago

0

XfinityBillie

Official Employee

 • 

3.4K Messages

 

axedoit There can be a variety of reasons for a phone not being eligible for trade in. Given the error OP provided it could be that the device they are trying to trade in still has a balance due. I hope this helps. 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Like

Reply

11 days ago

0

tuffigirl

Contributor

 • 

185 Messages

13 days ago

You should call them and see if they can do it, otherwise you're going to have to go into an Xfinity store to get it resolved because trying to update a phone online is impossible. You'd think a company specializing in mobile and internet service would have a better website but no, their site is a mess. 

0

0

forum icon

New to the Community?

Start Here