My wife and I both have Samsung Galaxy S10+ devices. Mine is a black model, purchased at Sam's Club and performed as an upgrade there to my old Galaxy S7 Edge device. My wife's is also a Samsung Galaxy S10+ device, in blue, but purchased at Best Buy and oriented as an upgrade there to her old Galaxy S7 Edge. (We always get identical model phones when we upgrade, but this time blue was out of stock at Sam's Club so her phone was done at a different store.)
We are both on the same unlimited plan for our two lines, and both plans are supposed to come with free Apple Music. When I use my phone to go in to the My Verizon app, or I log in to the Verizon website on my computer at home, my device shows as able to enroll, but my wife's phone shows in both places as "This phone is not compatible" and I cannot enroll her in Apple Music.
I'm baffled how identical model phones (except for color and the store that sold them to me) are showing as differently compatible. There's absolutely no way that her S10+ isn't compatible, but I cannot get any method to give me an enroll option for her line. Even our previous phones were the same model (and even same color), and those were purchased and upgraded at the same store (Best Buy at that time).
I've read suggestions that say I should just put her SIM card in my physical device and that may work, but I'm unsure if that would cause issues with my enrolling afterwards for my phone, plus I'm a little leery about doing a swap like that with the SIM.
Is there any other option to try and get the Verizon system to understand her phone is compatible?
jloandi97, we are sending you a Privater Note to work with you. CourtneyM_VZW
Hello, jloandi97. We want to make sure you get the most out of your plan, and you are able to use all the features. Let's access your account. Please confirm your full name. Then, follow the prompt in the message below to verify. CourtneyM_VZW
When I click on the link provided in my email to authenticate myself, it cannot open the page due to too many redirects. I'm using Safari.
Courtney, I’m confused by this message. You appear to be asking me to action something, but there is no link to confirm my full name or follow any prompts. Please advise.
This is still not resolved Verizon, and it seems as if the support folks "helping me" have gone silent. The links you sent to me to authenticate myself only lead to "page not found" errors, which I have replied back with to silence. It's now been three months and hours on the phone and online trying to get this resolved. Verizon, you're costing me real $$ by me having to renew my own Apple Music subscription to get what I've already paid for through your service. Please get me to someone who can actually help me instead of just sending me fluff community responses saying how much you value me.
Has anyone gotten this issue resolved? I wasted time last night and this morning with Verizon support chat on this issue and have gotten nowhere.
We know your time is valuable and we want to ensure you can use Apple Music without any issues, vbnn. Let's take a closer look into this. What is your current plan? What is the make and model of your phone? Is this happening with all lines or one specific line?
DanielleR_VZW
I am currently having this very same issue
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We want to make sure all our customers are getting the assistance they need. Please, if you're still having trouble with your device or service, Private Message us for live agent support. - NicholasS_VZW
You can disregard my problem. I found the following page: https://www.verizonwireless.com/vzw/browse/devicechange/home.jsp?
and re-activated my current device on Verizon. Then I just powered the device off and on, and voila everything works. I didn't lose any data or have to restore my device.
For some reason, the SIM card had not activated correctly. It seems to be activated now.
I've been having the same issue since we joined Verizon June 22, 2020. My plan comes with free apple music. I spent 2 hours on the phone Apple Support, an hour on the phone with Verizon support. A few days later called Verizon back, after 2 hours on the phone with Advanced Tech Support, she put in a "ticket", said it would be fixed in 3-5 days. I never got a call or email back. Today is July 9, 2020, and I just spent 3 hours on the phone with Verizon and Apple, come to find out, I have an active Apple ID on a 1st Gen Ipod Touch with an Apple Id that I had when I was 11 years old, 12 YEARS AGO. There is no chance I'm ever going to get into that email so that I can log out of that Apple ID. So basically, they've made it so hard for me to use the free apple music, I'm going to change my Play More plan, to the less expensive one because IT'S A WASTE OF TIME AND MONEY. Hope this helps.
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