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

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?

Comments

Verizon_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!

Verizon_Support

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

dp40

Getting the same error. What was the solution?

Verizon_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?

Erin35

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

Sperry1937

Have the same problem with 2 pixel 5s

Verizon_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/

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!

Verizon_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

matt0819

Having the same issue, how can this be fixed?

bosco_gotrocks

This issue still exists. The only work-around is to call Verizon and go through the long process of having them do the switch.

Verizon_Support

Being able to change your device without any problems is vital. Let's see how we can help. What is the make and model of the phone which you're receiving the error? Is it a phone purchased from Verizon Wireless?

jazmcconico

Its now June 2021 and Im having the same issue. Then a chat agent was doing it manually and it failed so now I have to go through the night without any service on my phone. This is terrible!!

Verizon_Support

It's never our goal for you to have this type of experience when swapping devices, jazmcconico. We will need to look further into this for you. I've sent you a Private note. Please reply at your earliest convenience.

KiaH_VZW

Stuntbikejustin

i get this same problem is there a solution?

bosco_gotrocks

The only solution is to switch carriers.

Verizon_Support

We apologize for this inconvenience, Stuntbikejustin. We want to ensure this gets resolved. Is this happening when you use the My Verizon app or the website online using a browser? -Gerson

Drsea

same error can i just swap sim cards myself vs some broken process that should be easy?

Verizon_Support

I know the importance of being able to easily manage your account. I apologize for the hassle. Please send a Private Note and we can offer you more personalized support. -Yale

Moep

Same issue , need help

Verizon_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

Weldingunltd

Same problem. Ugh... really don't want to spend hours on the phone.

Verizon_Support

We know it's important to get your device working. We are here to help. Please send us a Private Message. *Rebecca

tboss2677

Is there a solution to this after two years? Or do I need die on hold on the phone waiting to get this resolved?

Jprowe82

I am experience this same issue with a recently purchased phone. Has there been a solve to this? Tried contacting support but was too long of a hold time. Been giving me the same message online since the phone was purchased.

searsy18

I am having this same problem. Can someone assist me?

Verizon_Support

searsy18 I'm sorry you are having a problem with the device change. We have sent you a private message here on this platform.-Dolores

dwkc30

I am now having the same problem. Please assist.

Verizon_Support

We would be more than happy to help in getting the devices switched out. Please send us a Private Note, so we may be able to assist. *Gert

BABF

I have the same problem!

I wish there is a tutorial on how to do this without the pain we are going through.

J-Dubya06

Same error message here. Newly arrived iPhone 12 trying to swap with an iPhone XR on my account and received the error message. Please assist if possible.

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