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Mon, Oct 19, 2020 4:27 AM

Unable to check out with iphone 12 Pro preorder

Hello - I am due for an upgrade, and I have been periodically trying to preorder an Iphone 12 Pro since the preorders became available. When I select the model I want, decline trade-in, choose 30-month financing, and try to proceed to the cart, the "go to cart" button is disabled (grayed-out) with no explanation. I have scoured the page for some required field I might be missing, but there's nothing.

Despite this, I can see that something has been added to my cart (because of the "1" badge on the cart icon), so I try to click directly on the cart icon, rather than trying to get there through the original purchase flow. When I finally make it to the cart this way, I see the preorder in my cart, but 1) the check out button is now disabled and 2) the warning below appears above the Iphone 12 preorder in my cart:


"Looks like you missed a few steps. Let's go back and add the items that'll complete your cart.

Finish configuring your service"

If I click the "Finish configuring your service" link, it takes me to a page to select my TV and Internet plan, which has absolutely nothing to do with preordering my phone. It won't let me proceed without selecting one, and if I do select one, it just takes me to the cart with only the tv/internet package, and no Iphone 12 preorder.

I have tried all of this on a Windows PC, a Mac, and my current Iphone. I have tried it in Chrome, Firefox, and Safari. I have cleared cookies, cache, and saved passwords. Nothing works. 

Any help would be appreciated.




Brand User

Community Support


158.4K Messages

8 m ago

Let's see if we can't help, @murphy967!


There are a couple of steps to take when upgrading your phone. First, try resolving your experience by selecting Next-Up Trade In and include insurance before proceeding to checkout. Sometimes these actions are required before orders can be complete. Also, if possible, try upgrading your device from the MyAT&T app.


We hope this info helps.


Lar, AT&T Community Specialist

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New Member


1 Message

8 m ago

Im having same issue. Cannot checkout whether on the website or via MyATT app. Following advice above (selecting nextup plan) does not help. 

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