Sounds a bit strange. You need to return your current one to a store for evaluation and swap over.
Which store? The issue may be that the trade up can only occur if the new iPad is in store. Otherwise it can get a bit messy i.e. you order a new unit but might change your mind or you damage your unit while waiting for it to be delivered. etc.
Did the staff agree you are elligible for the trade up? Correct contract and at least 12 months into your terms and your iPad is undamaged?
Hi @Tonza90, normally, we're able to raincheck or order the device for you in-store
The iPad 12.9 512GB is still on backorder and we're unable to confirm when we'll be receiving a new batch of stock.
Trade up process for Raincheck & Preorder
If the chosen device is not in stock but available for raincheck or preorder, we process a raincheck order for you.
If you return to the store and your existing device is no longer in good working order, you can chose to payout your total remaining device charges and proceed with a recontract, or we'll process a contract reversal for you in-store.