I havent, i read previously that they dont offer discounted upgrades via phone as they do in the app, including the "Boarding cate upgrade" or "On-board upgrade" options that are in the app.
I will call them today and rerport their response v.s the current online price difference in fare.

Ive had a reply from their [email protected] account today.

"We have checked your PhoenixMiles account and ticket and found that the given names information in your account does not match the one on your ticket. For the security of your account, we need the photocopies or copies of your membership card and your valid ID card or passport registered in your account to update your account information. so would you please send us the complete documents with the message you want to update as soon as posiible? We would help to update the information within 3 working days after receiving the complete documents. Your understanding upon this matter would be appreciated."

In response to my message where i shared screen shots of the app Trip tab, saying "To use the trip function, please complete the real-name authentication"

Ive sent the docs to them, lets see. I also reminded them that i submitted my photo of my passport beging help in a selfie photo as requested 4 says ago, so something their end is not working....