"Cannot connect' when setting up Apple One

Problem automatically resolved itself for me at 3PM MT today. I had an option at the top of the settings app on my iPhone asking to configure my Verizon Apple One plan.

gem225

Go to the settings page on your phone. Click on your name, scroll to the bottom and sign out. Then go to the link in your text and click on it while signed out. This worked for me to be able to finish set up.

All comments

Hello, GerryP2. So sorry to hear of this as we defintely want you to have access to your perk. Is the error message you are receiving showing cannot connect? Are you trying via the app or desktop?

-Natasha

I tried using my Mac (desktop) and and also on my phone using the link that was texted to me.

This is the screen I see

I apologize as the image is not approved yet. Can you please provide a few details?

-Melissa

When I click the link provided on my phone, it opens Safari and then shows the above image that simply says "cannot connect. Retry". If I try the same link on my Mac, it opens the Apple App Store and shows the same message. I spoke to Apple and they said they think the link is bad. There is nothing wrong with my iPhone or Mac that they could find and iit wouldn't make much sense to have the same issue on 3 different devices (iPad does the same).

Thank you so much for the details. We're going to need more specific information to make sure everything is OK with that Apple One, so I'll be sending you a Private Note. Please look out for that message.

~Jesse

Same exact issue here. Any resolution?

I have the same issue as well and have done the troubleshooting steps

Hclax12

Same exact issue. Would be grateful for any assistance. This has been an endless loop of requesting a new link, seeing “cannot connect”, selecting “retry” and then seeing “cannot connect” again. Repeats forever. This is an iPhone 16 Pro Max and iOS 18.1. Must be a bad link.

Thank you for lifting your concern. Is this through Verizon Perks or general setup?

-Melissa

It’s from Verizon perks. Bought Apple One and the link to complete the setup doesn’t work. Gives “cannot connect”. Apple says it’s not a problem on the d vice. I tried on my Mac, iPad and iPhone all with the same results.

https://support.apple.com/en-us/108099

I have this issue with my Verizon Perks, I would appreciate assistance with this issue as well.

SynthpopAddict

I've heard of people upgrading their plan to a current one when they previously had a legacy plan with Apple subscriptions which used to be free, and now their Apple perks no longer work. Don't know if a solution was found for that issue.

Has anyone tried the tips from this link:

That link does not really provide any steps that are useful for fixing the issue.

I think you’re right, there’s some issue coming from a free Apple perk to the new plan with a paid perk.

Apple has told me that it’s an issue with Verizon, not Apple.. so we have to work with Verizon to resolve.

overtheline

There is no issue enabling the billing, but the Apple One perk is till not enabled. Anybody find a solution?

SynthpopAddict

Sorry to hear the info in the link didn't solve your problem. However, the article does say something near the bottom about needing to unsubscribe to duplicated subscriptions. If you upgraded a legacy plan to a current one, then what I think is going on is your old Apple perk is still subscribed, so when you're trying to use the new paid perk with the same Apple ID, then it doesn't work. Someone at Verizon needs to unsubscribe you from the previously free version of the perk if you unsubscribing and resubscribing in your account doesn't do the trick.

DrewBoo

Having the same issue, both on Mac/Desktop and on iPhone. I am getting the "Cannot Connect" message any way I try to activate the account.

Currently have Apple One Premier via Apple Subscription
Enabled the Apple One Family perk in my Verizon 2 hours ago
Activated the perk in Verizon > got the text
Followed the link > goes to Safari > popup of "View Apple Plans" > Cancel or View
- Select View, page pulls up from the bottom (assuming it's a redirect into the App Store) and displays "Cannot Connect"
- Same happens on Mac/Desktop

pezetter

Same issue for me today. Support told me to update iOS. Did. Same issue.

call back happening in a minute.

pezetter

I brought this case to apple support and they have escalated to engineering. I’ll provide an update once I get any. It appears as though they are already aware of the issue.

Wocketman

Same issue here. Please advise.

nschmdbrg

Same issue. Updated to ios 18.1 and still get the cannot connect message when clicking the link from the my Verizon perks. Frustrating.. and this account had no prior apple subscriptions.

krothe64

Same issue. Any updates on how to fix this is appreciated.

Hello, GerryP2. Having access to your Apple One perk is a must and help is here. I have seen with other customers experiencing this issue that if you check your browser settings to ensure it is set to Safari rather than Chrome, the activation will work. Please us know if it does.

-Natasha

Curious to see what they say. I spent almost an hour on the phone with Apple and they said it was not a problem on their side since I can open the App Store, have the latest iOS, and have the same problem on a phone, iPad, and Mac. Apple told me they think it's the link. To the people who have mentioned the default browser, I saw this comment before I started this thread, but the only browser I have on my phone and iPad is Safari so that's not my issue.

Hello, CyberPanda2077. My apologies to hear of this but we can help. Please share more details on what happens when you attempt to activate this perk.

-Natasha

We don't want you to miss out on your perks. To clarify, did you already add the perk through your My Verizon account? Are you registered as the account owner?

~Freddy

Freddy,

That’s correct, I added the perk (Apple One Family) through Verizon. I previously had the free Apple Arcade perk, but when I switched to the new plan (Ultimate Unlimited) that perk had a cost associated so I cancelled it and enabled the Apple One

I believe I’m an account manager, not the owner.

nschmdbrg

Same issue? Is there a fix yet?

pezetter

Hard to tell which side is broken. I think what’s odd is that the link will attempt to open the App Store, but there is no indication of anything loading over the network. Which would lead me to believe it is an apple issue. But, who knows. Bad link, or apple isn’t handling the link correctly.

i was told to expect a response today or tomorrow. I’ll post when that happens.

Yo, @vzw_customer_support
we all are actively paying you for this service that you aren’t giving us. What’s the status here? Are y'all investigating it or something? I just want to be able to use the service I already have been charged for.

@Hype51
wrote:
Freddy,

That’s correct, I added the perk (Apple One Family) through Verizon. I previously had the free Apple Arcade perk, but when I switched to the new plan (Ultimate Unlimited) that perk had a cost associated so I cancelled it and enabled the Apple One

I believe I’m an account manager, not the owner.

Hype51, thanks for confirming those details. I'm going to send a Private Message so we can better troubleshoot, and see what's up.

-John

Unfortunately this just gets worse and more frustrating. I was contacted through private messages from Verizon. I was asked, again, to try a different link (I've tried 9 so far, tried on an iPhone, iPad, and Mac) and wasted another 45 minutes of my life to be told its an Apple problem. Maybe that's true, but I already spent nearly an hour on the phone with Apple and they said the link must be bad. Maybe they're wrong, but to be told by Verizon, who I bought this from and who I'm paying, that I need to talk to Apple when I already did (and got no resolution) just adds to my frustration. If Verizon thinks this is an Apple problem that several of us had, VERIZON should talk to APPLE to understand what the problem is and get it fixed. We are the customers (of Verizon, NOT Apple) and shouldn't have to accept this level of incompetence. And to make things worse, I was told I am paying for something I can't use because it's a 3rd party item so Verizon can't offer any refund or discount. I am seriously considering dropping Verizon. How many people have to report the same issue to get some attention? How many times is Verizon going to ask us to do the same un-helpful troubleshooting?

Problem automatically resolved itself for me at 3PM MT today. I had an option at the top of the settings app on my iPhone asking to configure my Verizon Apple One plan.

Thank you for keeping us posted, and so glad to hear that your Apple One subscription is now working properly. Don't hesitate to reach out to us here if you should need our help again. We're always a few clicks away.

~Izzy

Same here, and also around the same time (didn't check exactly). I had a message from Apple appear on my phone saying I have Apple One through Verizon. I clicked the message and saw a screen for s short time with only "Continue" at the bottom. Now in my Apple Profile, Subscriptions, it says I have Apple One. Seems someone finally figured it out.

syphix924

Not working for me, too. So, don’t just congratulate the ONE who got it resolved. Help the rest of us having issues.

Same. Mine just began working as well. Appreciate all the Verizon rep’s help and everyone else who contributed info to finding a fix.

gem225

pezetter, we want to make sure that your Apple One subscription is up and running. Please tell us, were you able to complete the set-up? If you still need help, please don't hesitate to let us know here, and share the error message you're receiving.

~Izzy

Hello Wocketman. We're sorry to learn you're having issues with the Apple One promotion. What's going on with the promotion? Are you able to see the tile on your My Verizon account?

~Ivone

We don't want you to miss out on these great perks. Are you registered as the account owner on My Verizon? Is the perk already added to your account?

~Freddy