device swap - "we are unable to find the details in our system for this device" error

[tras]

I'm trying to swap phones with someone on my account using the Swap Devices page in My Verizon, but after I click on the two phones to swap, I get an error message saying "we are unable to find the details in our system for this device."  The two phones I'm trying to swap are a 2018 iPhone XR with an existing line and a new iPhone 12 Pro with a new line that I activated yesterday.  Any idea what's wrong?

[vzw_customer_support]

Tras, we are truly sorry to hear that you are having some trouble with this swap. Moving those phones around is absolutely something we can assist with. Please respond to our private message. LorenB_VZW If my response answered your question please click the _Correct Answer_ button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!    

[tras]

Hi, thanks for the response, but I didn't see it right away and I think the link to authenticate expired.  Please send another one.  Thanks!

[vzw_customer_support]

No problem, tras! We'll send it to you via Private Note.

[dp40]

Getting the same error. What was the solution?

[vzw_customer_support]

I have read the thread and need to gain access to your account to assist you. Can  you please send us a Private Message, so we can continue? 

[jushanno]

I'm getting the same message. Can someon assist?

[vzw_customer_support]

Help is here, jushanno! To clarify, are you looking to switch the IMEI numbers for your device? CourtneyM_VZW

[Munding87]

same issue. Assistance, please? 

[bosco_gotrocks]

Verizon is unable or unwilling to fix it.

The best option is to switch carriers!

[bosco_gotrocks]

This thread is almost 2 years old.  No solution!

[vzw_customer_support]

We can certainly help with this and getting the device activated, Munding87. To get started, please send us a Private Message. *Zaak

[Moep]

Same issue , need help

[vzw_customer_support]

Hello, Moep. We would be happy to help you activate your device. We have sent you a Private Note, to help us get started. *Cassie

[Erin35]

So the only answer is that we have to call in?  That makes no sense

[bosco_gotrocks]

I agree, it makes no sense at all.  I swap phones all the time and it takes a long time to call in and have Verizon techs do the swap.  On most carriers, I was able to swap the sim cards myself.  Verizon is requiring me to call customer service and the process takes very a long time!

[vzw_customer_support]

I know your time is valuable. I would love to make sure everything is working for you. I have sent you a private message. Amber_VZW

[Mich1215]

I am having the same problem. What is the solution?

[vzw_customer_support]

We want this resolved ASAP.  Can you tell us more about your specific situation and issue so we can get this resolved together as efficiently as possible?-Sean

[Sperry1937]

Have the same problem with 2 pixel 5s

[vzw_customer_support]

Sperry1937, making sure you are able complete a device swap is vital. I will be more than happy to assist. Please share with me some details on what happens when you use this link? https://www.verizon.com/support/smart-setup/