Apple Store app mis-selling? iPhone Upgrade Programme doesn’t actually include AppleCare Plus

Honda777

Hey everyone,

I wanted to share something important that I just discovered after weeks of confusion, in case others are in the same boat.

Last year, in October 2024, I purchased an iPhone 16 Pro Max through the Apple Store app in the UK. The app page said “iPhone Upgrade Programme,” so naturally, I believed I was enrolling in Apple’s official upgrade plan that includes AppleCare Plus and allows a new upgrade after 11 months.

However, when my Barclays Partner Finance agreement arrived, it showed a standard 0 percent consumer loan with no mention of AppleCare Plus or any upgrade clause.

When I contacted Apple this week, their own agent confirmed there is an issue on the Apple Store app and website. On the iPhone Upgrade Programme, you should be getting AppleCare Plus as a bundle, not an additional add-on.

So basically, if you’re using the Apple Store app and it lets you add AppleCare Plus manually, you’re not actually in the Upgrade Programme, even if the page says you are. That means you won’t have AppleCare Plus coverage, you can’t upgrade after 11 months, and you were likely signed up for a standard 24-month loan instead of the regulated Upgrade Programme.

Apple UK’s official Upgrade Programme terms clearly state that AppleCare Plus must be included automatically as part of the finance; it’s not optional. If the app lets you skip it, that’s not the correct plan.

I’ve raised this with Apple Customer Relations and Barclays Partner Finance as a potential mis-selling issue, since many customers could be affected without realising.

If you bought your iPhone through the app thinking it was the Upgrade Programme, check your Barclays loan email. If it doesn’t list AppleCare Plus or “Upgrade Option,” you’re not enrolled.

It would be great to hear if anyone else has noticed this or experienced the same confusion.

Let’s make sure Apple fixes this. People shouldn’t be misled by the app checkout when it comes to a regulated financial product.

MyRealNameToo

Honda777 said:

Hey everyone,

I wanted to share something important that I just discovered after weeks of confusion, in case others are in the same boat.

Last year, in October 2024, I purchased an iPhone 16 Pro Max through the Apple Store app in the UK. The app page said “iPhone Upgrade Programme,” so naturally, I believed I was enrolling in Apple’s official upgrade plan that includes AppleCare Plus and allows a new upgrade after 11 months.

However, when my Barclays Partner Finance agreement arrived, it showed a standard 0 percent consumer loan with no mention of AppleCare Plus or any upgrade clause.

When I contacted Apple this week, their own agent confirmed there is an issue on the Apple Store app and website. On the iPhone Upgrade Programme, you should be getting AppleCare Plus as a bundle, not an additional add-on.

So basically, if you’re using the Apple Store app and it lets you add AppleCare Plus manually, you’re not actually in the Upgrade Programme, even if the page says you are. That means you won’t have AppleCare Plus coverage, you can’t upgrade after 11 months, and you were likely signed up for a standard 24-month loan instead of the regulated Upgrade Programme.

Apple UK’s official Upgrade Programme terms clearly state that AppleCare Plus must be included automatically as part of the finance; it’s not optional. If the app lets you skip it, that’s not the correct plan.

I’ve raised this with Apple Customer Relations and Barclays Partner Finance as a potential mis-selling issue, since many customers could be affected without realising.

If you bought your iPhone through the app thinking it was the Upgrade Programme, check your Barclays loan email. If it doesn’t list AppleCare Plus or “Upgrade Option,” you’re not enrolled.

It would be great to hear if anyone else has noticed this or experienced the same confusion.

Let’s make sure Apple fixes this. People shouldn’t be misled by the app checkout when it comes to a regulated financial product.

Their website and app (poorly) say that to sign up to the upgrade programme you have to go in store, if you are already in the programme you can do the subsequent upgrades online. I say poorly because it doesnt say explicitly that you have to go in store to do it but the instructions say you need to take proof of ID with you which clearly implies its a physical store not the app plus there is no "join" or sign up or similar on the page/screen about the programme. 

Can't say what the app said/showed in 2024 obviously. It however should have been obvious long before now as if you register a phone that doesnt have AppleCare the Settings page has a big banner counting down how many days you have to register it for AppleCare and I'm fairly sure there are one or two popups as well if you dont respond to the banner. 

Honda777

MyRealNameToo said:

Honda777 said:

Hey everyone,

I wanted to share something important that I just discovered after weeks of confusion, in case others are in the same boat.

Last year, in October 2024, I purchased an iPhone 16 Pro Max through the Apple Store app in the UK. The app page said “iPhone Upgrade Programme,” so naturally, I believed I was enrolling in Apple’s official upgrade plan that includes AppleCare Plus and allows a new upgrade after 11 months.

However, when my Barclays Partner Finance agreement arrived, it showed a standard 0 percent consumer loan with no mention of AppleCare Plus or any upgrade clause.

When I contacted Apple this week, their own agent confirmed there is an issue on the Apple Store app and website. On the iPhone Upgrade Programme, you should be getting AppleCare Plus as a bundle, not an additional add-on.

So basically, if you’re using the Apple Store app and it lets you add AppleCare Plus manually, you’re not actually in the Upgrade Programme, even if the page says you are. That means you won’t have AppleCare Plus coverage, you can’t upgrade after 11 months, and you were likely signed up for a standard 24-month loan instead of the regulated Upgrade Programme.

Apple UK’s official Upgrade Programme terms clearly state that AppleCare Plus must be included automatically as part of the finance; it’s not optional. If the app lets you skip it, that’s not the correct plan.

I’ve raised this with Apple Customer Relations and Barclays Partner Finance as a potential mis-selling issue, since many customers could be affected without realising.

If you bought your iPhone through the app thinking it was the Upgrade Programme, check your Barclays loan email. If it doesn’t list AppleCare Plus or “Upgrade Option,” you’re not enrolled.

It would be great to hear if anyone else has noticed this or experienced the same confusion.

Let’s make sure Apple fixes this. People shouldn’t be misled by the app checkout when it comes to a regulated financial product.

Their website and app (poorly) say that to sign up to the upgrade programme you have to go in store, if you are already in the programme you can do the subsequent upgrades online. I say poorly because it doesnt say explicitly that you have to go in store to do it but the instructions say you need to take proof of ID with you which clearly implies its a physical store not the app plus there is no "join" or sign up or similar on the page/screen about the programme. 

Can't say what the app said/showed in 2024 obviously. It however should have been obvious long before now as if you register a phone that doesnt have AppleCare the Settings page has a big banner counting down how many days you have to register it for AppleCare and I'm fairly sure there are one or two popups as well if you dont respond to the banner. 

If you go into the app now, you can click on' check eligibility'. Once that is complete, it clearly states' join the programme' button, which you click, and then you can start the process by adding the iphone. It states you can upgrade your iphone anytime, even though officially on the programme it's after 11 payments. I shared a screen call with Apple, and the advisor was stunned lol. Next up, the Barclays customers' complaints rep was also shocked that they are mis-selling, so let's see what happens next. Both complaints are now logged.