Customer Help Center

Please log in to the merchant’s website, where you purchased your device, to initiate a device return or upgrade.

Jump+: Jump+ | Apple Products (channelsubscription.com)

For iPhone and Watch purchases before 5/3/2022, you can initiate an upgrade or return of your device any time after your 23rd payment until seven days after your 24th payment is due.

For iPad and Mac product purchases before 5/3/2022, you can initiate an upgrade or return of your device any time after your 35th payment until seven days after your 36th payment is due.

For all iPhone, Watch, iPad, and Mac product purchases after 5/3/2022: You can initiate an upgrade or return of your device from 30 days before your end-of-term (also known as your loan’s maturity date) until seven days after your end-of-term.

You can log in to the merchant’s website where you purchased your devices to see the upgrade eligibility date for your loan. Please see below for links:
Jump+: Jump+ | Apple Products (channelsubscription.com)

Please note that your loan must be in good standing to participate.

You have three options:
1. Upgrade your device – Trade in your existing device to have its value applied to your loan balance and apply for a new PayPlan by RBC™ loan to get a new Apple device.
2. Return your device – Don’t want to keep your device? No problem. Return it to have its value applied to your loan balance.
3. Keep your device – Continue making the remaining payments on your loan and keep enjoying the device you have.

When you return your device, its value will be applied toward the remaining balance of your loan.

When you upgrade your device, its value will be applied toward the remaining balance on your loan, and you will apply for a new PayPlan by RBC™ loan to get a new Apple device.

When you initiate an upgrade or return, you will be asked a few simple questions about your device’s condition and presented with a preliminary offer. If you accept this offer, you will be asked to send your device to the Trade-In Partner, Assurant, for a physical inspection to confirm its condition and value. Once your device has been received by the Trade-In Partner and its value assessed, you will receive an email with the final assessed value of your device. This amount will be automatically applied to your loan if it is equal to your preliminary offer. If it differs from your preliminary offer, you can accept the amount to be applied to your loan. If you decline, your device will be returned to you.

When your request to initiate an upgrade or return is confirmed, you will receive an email with further instructions. Within a few days of confirming your upgrade or return, you will receive a return kit in the mail. Follow the accompanying instructions to send your device in for a physical inspection.

If you do not receive an email within 30 minutes of confirming your upgrade or return, please check your spam/junk folders.

When you initiate a trade-in, you will be asked some questions to determine a preliminary value for your device. Once your device has been received and physically inspected, you will receive an email with your device’s final assessed value. If it’s different than what you were offered when you answered your initial screening questions, you can decline the offer and get your device back.

You will be refunded any overpayments amount(s). Please note that it may take up to 14 business days from the date your device’s value is confirmed to process your refund.

To ensure your loan account remains in good standing, please continue to make your scheduled monthly payments until your device’s value has been applied to your loan balance and your loan balance has been updated in the PayPlan by RBC Member Portal

The value will be applied toward your loan balance. You will be responsible for paying any remaining amount(s) on your loan in accordance with your loan agreement.

To ensure your loan account remains in good standing, please continue to make your scheduled monthly payments until your device’s value has been applied to your loan balance and your loan balance has been updated in the PayPlan by RBC Member Portal. If, at that time, any overpayments have been made, you will be refunded for overpayments.

If we don’t hear from you, we’ll assume you want to keep your device, and you’ll be responsible for paying any remaining amount(s) on your loan in accordance with your loan agreement.

Please follow these steps to turn off the Find My feature on your Apple device before mailing it for inspection and valuation: Turn off Find My on your iPhone or other devices – Apple Support.

Please follow these instructions before mailing your iPhone or iPad for inspection and valuation: What to do before you sell, give away, or trade-in your iPhone or iPad – Apple Support.

Please follow these instructions before mailing your Apple Watch for inspection and valuation: What to do before you sell, give away, or trade-in your Apple Watch, or buy one from someone else – Apple Support.

Please follow these instructions before mailing your Mac to for inspection and valuation: What to do before you sell, give away, trade-in, or recycle your Mac – Apple Support.

For any trade-in-related support, please get in touch with Assurant at [email protected]

For any trade-in-related support, please get in touch with Assurant at [email protected]

For any trade-in-related support, please get in touch with Assurant at [email protected]

It’s important that you return your device as soon as possible after initiating your trade-in/return and receiving your return kit to avoid any delays in assessing and evaluating your device. PLEASE NOTE: If we do not receive your device within 14 days of your trade-in being initiated, you may owe your next payment or the total remaining balance on your loan. To avoid missing payments, please do not delay returning your device.

In most cases, this process will be completed within 21 days. However, the process may take longer if there is an adjustment to your device’s value after physical inspection. Please get in touch with Assurant at [email protected] if you have any questions about the trade-in status of your device.

To ensure your loan account remains in good standing, please continue to make your scheduled monthly payments until your device’s value has been applied to your loan balance and your loan balance has been updated in the PayPlan by RBC Member Portal. You will be refunded any overpayments.

We cannot guarantee that you will be able to retrieve your device after you have sent it in for physical inspection. Please only send your device if you are sure you want to upgrade or return it and once you have transferred your data to your new device (if applicable) and erased all your data from your old device.

Once your device has been physically inspected, you will receive an email confirmation that it has been processed.

If your device is worth less than the amount at which it was valued during its preliminary assessment (i.e., prior to you sending it for physical inspection and assessment), you will receive an email asking you to accept or reject your adjusted valuation.

If you accept the updated valuation, please continue to make your scheduled monthly payments until your device’s value has been applied to your loan balance and your loan balance has been updated in the PayPlan by RBC Member Portal. You will be refunded any overpayments.

If you reject the updated valuation, your device will be returned to you.

If your device is damaged and you have purchased AppleCare+, you can use it to repair your device and improve its value. For more information about repairs through AppleCare+, please visit AppleCare Products – Apple (CA).

At this time, only devices that were purchased within the FlexPlan for Apple Products program are eligible for upgrade or return.

To upgrade your device, you must meet RBC Ampli Inc.’s credit granting criteria for PayPlan by RBC financing. If you are seeing an error screen saying you are declined for a new loan, it could be because you do not currently qualify for a new PayPlan by RBC loan. There could be several reasons for this, including a change to your credit profile. Credit decisions are made primarily based on the information in your credit report. We are not able to manually override those decisions. Unfortunately, we are also unable to allow you to return your device at this time. Please continue to make your scheduled payments as per the loan agreement for your current PayPlan by RBC loan. You may be eligible to return your device at a later time. Please contact PayPlan by RBC Support if you have additional questions.

PayPlan by RBC determines the creditworthiness of applicants by reviewing various information available through your credit report in addition to your borrowing and payment history with PayPlan by RBC, amongst other factors. Please ensure that all of your current loans with PayPlan by RBC are in good standing. Log into the PayPlan by RBC Member Portal and ensure your monthly payments are up to date. If you make a payment toward an overdue balance, please note that it may take 3-6 days to see your payment reflected on your loan balance, and you may continue to see this decline message until your payment has been processed.