Why can’t I upgrade my phone

I’m phone is eligible for an upgrade but when I go through all of the steps of trade-in, selecting a new phone and adding it to cart, it says I have to pay in full for the new phone  or pay off my phones (which I already did).  It also says I already have 4 existing lines.  I’m not sure what this means.  I was able to add it to the cart but not able to checkout.

@user_n679te, there are a few more requirements that are considered when buying a device. One of those is how many lines you are eligible to have on your account. The maximum amount of phone lines that a Xfinity mobile customer can have is 12. If we include watches and tablets you can have 22 Xfinity mobile lines active at a time. With that being said, you would need to be eligible to have that many lines on your account. Since you already have four lines, and you're upgrading instead of replacing. That should not be a factor that is impacting your ability to upgrade your phone. 

The next consideration is your device payment plan balance, this is the amount that you are able to finance over 36 months. Your device payment plan balance can be determined by an internal automatic review or an external soft credit inquiry.

We would be more than happy to take a closer look at your account to determine your eligibility, and help you upgrade if you are eligible to do so. Please send our team a direct message with your full name and service address.  

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