Credit check failed when trying to upgrade

[JM_1992]

Hi,

My mobile number and contract was previously under a family member’s name until it was transferred under my own name in September 2024. While I knew that I would have to wait 3 months before I could upgrade my severely aging iPhone 11, I kept receiving emails saying that I was eligible to upgrade so I gave it a go through the Vodafone website. My credit check failed, but I assumed it was because it was still in the 3 month period.

Fast forward to now, where I’m definitely outside of the 3 month period. I tried to upgrade my phone again through the website and I failed the credit check again. I have an ‘excellent’ credit score, and when I transferred the contract in September Vodafone did a credit check and I passed without issue, so I can’t understand what the issue is now? Is anyone able to help me understand what the problem is?

[Charlotte]

Hello, @JM_1992. I hope you're well.

I understand that missing out on an upgrade due to a failed credit check can be disappointing, and if you think we've got something wrong, you can complete the credit check appeal form which is linked on this help page under the section titled 'What you can do if you don’t pass the credit check'.