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Cannot switch devices on an existing line (New iPad replacing old iPad)

I purchased a new iPad Air to replace my old iPad Gen 6. I went online and followed the prompts to activate the new device on an existing line and it told me to download the app on the device. So I downloaded the app.
I then navigated to the Mobile tab.
I chose the correct line/device to make my device change.
Under "Manage Devices " I scroll down to "Device Management" > "Activate or Switch Device".
I then get a screen with "Activate, change or replace your device". I select the button marked "Activate on an existing line".
It asks me if this a new or previously used device. I select New.
It asks me for the IMEI number. I put in the IMEI number and it takes me to the original instruction page. I cannot go further.

I am at my wits end...

See snip below:

Comments

Verizon_Support

Congratulations on the new iPad. We are happy to help you get it programmed, sending over a Private Message so we can assist.

-Kristen

SynthpopAddict

I'm wondering if the new iPad isn't compatible with Verizon, as that will cause activation to fail and would explain why every time you enter the IMEI it goes back to the starting screen. You can run the IMEI on the compatibility checker here:

https://www.verizon.com/sales/nextgen/byod.html

If the IMEI comes up as incompatible, or not found, then you will have to return the iPad. I'd heard of factory unlocked Samsung Ultra smartwatches having this problem, so it's plausible other unlocked devices could have the same issue with their IMEI not being in Verizon's device management database.

Verizon_Support

We had sent a Private Message to continue the discussion related to your iPad activation issue. This issue is specific to an individual account, so we will need to continue in Private Message to fully resolve the concern. Please contact us if you still need support.

-Necia

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