You can order a new phone on the upgrade program. It’s just a new line. You aren’t trading anything in. Make sense?I am skeptical they can fix it in the store. I also am not sure if you can order a new phone on IUP, on the same line, with an outstanding phone that is not eligible. Then there is the issue of how the Citizen’s systems will react. Is there any way to confirm what the Apple staff member has told you!