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Profile’s device is ‘On hold’ and cannot launch

You might be here because: “On hold” · “This device profile is on hold. Pick another device” · “can’t launch: its device is on hold” · “why is my iPhone greyed out in the device list” · “Device unavailable” · “the AI chat says the device is on hold” · “profile won’t start, something about the device” · “Not offered” · “This device profile isn’t offered”

Short answer

Some device profiles (a specific iPhone model, iOS and Safari version) are shown in the picker but temporarily not offered, because they are still being checked against a real iPhone. A saved profile pinned to one of those shows “On hold” and cannot start a session until the hold is lifted. To work now, create a profile on a device marked “✓ Verified” or “Measured”.

A device version or a profile marked “Not offered” is different: it is not on hold and no check is under way for it, so there is no hold to lift. See cause 5.

Check first

  • On the profile card, read the “Device — On hold — …” row; it gives the reason in one sentence.
  • Is the app up to date? A newer build can lift a hold.
  • Does the profile also lack a proxy? The refusal says both, and both must be fixed.

Likely causes and fixes

  1. Device under verification. Launch is refused before any session exists with HTTP 409 device-unavailable: “This device profile is on hold while we confirm it matches a real iPhone. Pick another device.”. The app’s Launch says ““Name” can’t launch: its device (…) is on hold. … It can launch once the hold is lifted. To start a session now, create a profile on another device.”. Fix: create a new profile on a device marked “✓ Verified” or “Measured”. A profile’s device cannot be changed after creation.

  2. Device not on your plan. The picker can also hold a phone or version with “Not on your plan — Choose one of the devices your plan includes.”. See Which iPhone devices a plan can choose.

  3. AI chat refuses. The chat composer says “This profile’s device is on hold, so it can’t start a chat. … To chat now, pick a profile on another device.”. Pick another profile.

  4. When is the hold lifted? No date is published for each device.

  5. The version says “Not offered”, not “On hold”. Some Chrome-on-iPhone versions read “Not offered — We can’t check this version against a real iPhone, so it isn’t offered.” in the device list, and a profile saved on one reads “Not offered” where a held one reads “On hold”. A launch on one is refused with “This device profile isn’t offered because we can’t check this version against a real iPhone. Pick another device.” This is not a hold: nothing is being checked, an app update does not change it, and it will not be offered. Fix: create a profile on a device marked “✓ Verified” or “Measured”.

If it still fails

Press Talk to a person in this chat (or open Help) and include the device shown on the card and the exact sentence. Support cannot lift a hold for one account; a device marked “On hold” is offered when its verification completes. A device marked “Not offered” has no verification under way, so that does not apply to it.