We have two seats in First / Apartment booked later this year for LHR to AUH on the A380, booked via Etihad points last year. I've twice tried to upgrade those two seats to the Residence but each time (speaking to Etihad over livechat) the response has been no, it's not possible to do this. I had read that this was now possible, and you could upgrade either cash or miles based First bookings. It was confirmed that the Residence is available on our flight, just not available to us.

Has anyone completed the process successfully, and if so how did you do it?