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tballesteros's profile

1 Message

Wednesday, April 3rd, 2024 3:10 AM

Authorized User Unable to Upgrade

I am an authorized user under my father's account. I live in a separate state and when I was trying to upgrade at the local store there were saying I was unable to make the purchase due to security and it being flagged as fraud. I tried upgrading online and having the new deviced shipped to me. I was able to upload a valid CA driver's license for verification but found that my order was cancelled "for your security". ATT states that "Authorized users can upgrade devices, change plans," etc but what is the point when they are going to keep denying my order for security reasons. I have already read other discussions with similar problems where ATT suggests verifying the the payment method, billing address, etc. In other words, its sound like only the primary user (my father) is the only who is able to do this, so like I said, what is the point in having authorized users when ATT is not authrozining these users to make upgrades.

Community Support


232.8K Messages

2 months ago

Hi @tballesteros,


We hear you and would like to help you.


The Community Forums are a public support option where other users, and AT&T, will try and assist with high level support needs.   This means we won’t be able to look into account specific concerns.  To get the help you need for your unique issue, please review our Contact Us page (https://www.att.com/support/contact-us/), and choose the best option to reach out to us.  You can call, chat, or reach out via social media and we can review your specific issue and provide you support.  If you feel your issue isn’t account specific, and can be answered generally, please let us know and we’ll be happy to help.


Thank you,
Jessica, AT&T Community Specialist.

147 Messages

2 months ago

If you have a different state ID from the primary account holder, or if you’re in a different state than the account holder is, that throws up a lot of red flags for AT&T. It would be worth a shot to go in store to ask them to do a verification call so you can upgrade, but to the online order part, those get flagged and cancelled all the time even with the primary users. There really is no way around that because of all of the fraud blockers. Some ways to combat your troubles:

  • Have dad order phone for you
  • go in store and have them call dad for verification 
  • go in store with dad
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