Apple Mistakenly Tells Customers Their iPhone Trade-Ins Are 'Canceled' [Updated]

Apple today sent an email to some iPhone Upgrade Program members to inform them that their previously-completed iPhone trade-in has been "canceled," but the email was almost certainly sent in error based on the circumstances.

iPhone Trade In Box
Apple told customers it never received their iPhone, even though they sent it in months ago. In many cases, the customers physically handed their iPhones to an Apple Store employee in person, so there is no possible way they could be at fault.

"Because you didn't trade in your iPhone, we are unable to complete the trade-in process," the email says, according to a screenshot shared with us by reader Quinn Everett. "The associated loan on this iPhone will resume."

Everett and others said the Apple Store app also shows their iPhone's trade-in status has changed to "canceled," suggesting that Apple's email is legitimate. The email has been widely shared across the MacRumors Forums, Reddit, and X, with many customers receiving it in the early hours of Thursday morning in the United States.

Many customers who received the email completed their iPhone trade-in last September, when the iPhone 15 series launched, so the delayed timing of the email suggests that it was sent as a result of a system glitch. Apple did not immediately respond to our request for comment, but we will update this story if we receive an explanation.

Update — 10:35 a.m. Pacific Time: We have confirmed that this email was sent erroneously and that customers who received it do not need to take any action.

Update — 11:51 a.m. Pacific Time: Apple has now sent a follow-up email to affected customers that says to "please disregard the previous email we sent."

Popular Stories

M5 MacBook Pro

Apple Announces New 14-Inch MacBook Pro With M5 Chip

Wednesday October 15, 2025 6:07 am PDT by
Apple today updated the 14-inch MacBook Pro base model with its new M5 chip, which is also available in updated iPad Pro and Vision Pro models. In addition, the base 14-inch MacBook Pro can now be configured with up to 4TB of storage on Apple's online store, whereas the previous model maxed out at 2TB. However, the maximum amount of unified RAM available for this model remains 32GB. Like...
Apple iPad Pro hero M5

Apple Debuts New iPad Pro With M5 Chip, Faster Charging, and More

Wednesday October 15, 2025 6:16 am PDT by
Apple today announced the next-generation iPad Pro, featuring the custom-designed M5, C1X, and N1 chips. The M5 chip has up to a 10-core CPU, with four performance cores and six efficiency cores. It features a next-generation GPU with Neural Accelerator in each core, allowing the new iPad Pro to deliver up to 3.5x the AI performance than the previous model, and a third-generation ray-tracing ...
apple oct 2024 mac tease

Apple Expected to Announce These Two to Three Products 'This Week'

Sunday October 12, 2025 7:05 am PDT by
Apple plans to announce new products "this week," according to Bloomberg's Mark Gurman. Apple's "Mac Your Calendars" teaser last October In his Power On newsletter today, Gurman said the products set to be updated this week include the iPad Pro, Vision Pro, and "likely" the base 14-inch MacBook Pro, with all three likely to receive a spec bump with Apple's next-generation M5 chip. Gurman...
maxresdefault

Here's Everything Apple Announced Today

Wednesday October 15, 2025 3:54 pm PDT by
We didn't get a second fall event this year, but Apple did unveil updated products with a series of press releases that went out today. The M5 chip made an appearance in new MacBook Pro, Vision Pro, and iPad Pro models. Subscribe to the MacRumors YouTube channel for more videos. We've rounded up our coverage and highlighted the main feature changes for each device below. MacBook Pro M5...
joz macbook tease

Apple Teases Upcoming M5 MacBook Pro Launch: 'Something Powerful is Coming'

Tuesday October 14, 2025 11:59 am PDT by
Apple marketing chief Greg Joswiak today teased the launch of an upcoming product, saying "something powerful is coming" on social media. Subscribe to the MacRumors YouTube channel for more videos. A short animation accompanying Joswiak's teaser reveals a brief glimpse of a MacBook Pro along with the words "coming soon." The shape of the MacBook Pro is a V, which is the Roman numeral...
airpods max 2024 colors

AirPods Max 2: Everything We Know So Far

Tuesday October 14, 2025 8:43 am PDT by
Apple's AirPods Max have now been available for almost five years, so what do we know about the second-generation version? According to Apple supply chain analyst Ming-Chi Kuo, the new AirPods Max will be lighter than the current ones, but exactly how much is as yet known. The current AirPods Max weigh 0.85 pounds (386.2 grams), excluding the charging case, making it one of the heavier...
Vision Pro M5 Announcement

Apple Updates Vision Pro With M5 Chip, Dual Knit Band, and 120Hz Support

Wednesday October 15, 2025 6:14 am PDT by
Apple today updated the Vision Pro headset with its next-generation M5 chip for faster performance, and a more comfortable Dual Knit Band. The M5 chip has a 10-core CPU, a 10-core GPU with Neural Accelerators, and a 16-core Neural Engine, and we have confirmed the Vision Pro still has 16GB of RAM. With the M5 chip, the Vision Pro offers faster performance and longer battery life compared...
HomePod mini and Apple TV

Apple's Next Rumored Products: New HomePod Mini, Apple TV, and More

Thursday October 16, 2025 9:13 am PDT by
Apple on Wednesday updated the 14-inch MacBook Pro, iPad Pro, and Vision Pro with its next-generation M5 chip, but previous rumors have indicated that the company still plans to announce at least a few additional products before the end of the year. The following Apple products have at one point been rumored to be updated in 2025, although it is unclear if the timeframe for any of them has...
macbook pro blue

Apple's M5 MacBook Pro Imminent: What to Expect

Tuesday October 14, 2025 4:35 pm PDT by
Apple is going to launch a new version of the MacBook Pro as soon as tomorrow, so we thought we'd go over what to expect from Apple's upcoming Mac. M5 Chip The MacBook Pro will be one of the first new devices to use the next-generation M5 chip, which will replace the M4 chip. The M5 is built on TSMC's more advanced 3-nanometer process, and it will bring speed and efficiency improvements. ...
MacBook Pro M5 Screen

New MacBook Pro Does Not Include a Charger in the Box in Europe

Wednesday October 15, 2025 6:59 am PDT by
The new 14-inch MacBook Pro with an M5 chip does not include a charger in the box in European countries, including the U.K., Ireland, Germany, Italy, France, Spain, the Netherlands, Norway, and others, according to Apple's online store. In the U.S. and all other countries outside of Europe, the new MacBook Pro comes with Apple's 70W USB-C Power Adapter, but European customers miss out....

Top Rated Comments

iksretep Avatar
19 months ago
Oh boy, well if Apple doesn't want them ... send all trade-ins here
Score: 7 Votes (Like | Disagree)
lazyrighteye Avatar
19 months ago
OMFG. I woke to the same email from Apple, sending me into a legit panic. What the actual F?
Guess I'll not be needing coffee to get going this morning. Thanks Apple!
Score: 5 Votes (Like | Disagree)
now i see it Avatar
19 months ago
Artificial Intelligence at its finest. Better get used to it folks cuz we ain’t seen nothin yet.
Score: 2 Votes (Like | Disagree)
re5i5tor Avatar
19 months ago

Okay, so Apple screwed up. But people going into a Stage Three panic over a couple hundred dollars is well…a sign they don’t have any real problems.
It's a serious **** show when Apple tells you "we didn't get your trade in" that you did in fact ship to them -- been through it, a real nightmare.

This also could very well have signaled that one's Apple account had been hacked and someone had figured out a scam involving fake trade-ins.

So alarm is justified, IHMO.
Score: 2 Votes (Like | Disagree)
vegetassj4 Avatar
19 months ago
OK. Apple, where is the bug that mistakenly sends me a Mac Pro w/ Wheels? Or, at least a polishing cloth.
Score: 2 Votes (Like | Disagree)
odyssey924 Avatar
19 months ago
I received this email as well. I purchased in an Apple Store on launch day back in September and definitely turned my phone in to them…
Score: 1 Votes (Like | Disagree)