Thanks for joining us at the Best Buy Community forums. My cell phone contract is up soon so I’m looking to upgrade my phone as well. I completely understand your frustration with not being able to get your upgrade to go through.
From the sound of it you are trying to make your purchase at our web site. I’ve found that often the root of errors like this is a mismatched PIN. Sometimes you’ll also enter your current ZIP code but actually be registered with Verizon under a previous ZIP instead. I suggest giving Verizon a call at 1-800-922-0204 to double check that you have all of the correct information, and to possibly reset your account PIN. After doing that give it another try.
If you still can’t place your order after that, I would suggest either visiting your local store or giving us a call at 1-888-BESTBUY (1-888-237-8289) to work with a Best Buy employee to see if we can get your order placed that way.
I hope that points you in the right direction to get this resolved. If you have any additional questions, please let me know.