Trade In and Get Rewarded!
SibeCopper's profile



1 Message

Tue, Feb 26, 2019 6:30 PM

Pre-ordered Phone sucessfully cancelled, but order is showing as "In Progress"

Ok so I pre-ordered the new Galaxy S10+ in a certain color. After seeing that color on display in a company store, I decided to change my mind. After talking with ATT on the phone, I was informed that all I would need to do is press the cancel button, wait about an hour, and then I would be able to place a new order.

So I did this, got the order cancelled confirmation email, but encountered some error where apparently this original order had two different order numbers associated with it. The associate on the phone said he could see that it said cancelled and in progress simultaneously for the same order. They reset my upgrade eligibility and said to place a new order. I did this, and placed a new S10+ order on ATT Next (as a trade in with current phone). This worked. However, now my account is showing two pending orders. I waited 24 hours to see if the old order would maybe drop off overnight but it has not. I see in my account two orders, the correct one, and the old one I wanted to and have a confirmation of cancellation. I am concerned that ATT may send me two phones by accident, or bill me full cost for one of the two devices, when I only was looking to upgrade my existing line to one new phone.


Does anyone know if this is just a glitch in the ordering system, and nothing would happen, or is this a potential headache.



Community Support


195.2K Messages


Hello @SibeCopper
We can certainly help with your Samsung Galaxy S10+ pre-order.

We would like to review your order in detail so we are sending a private message (PM). Please check your Forums inbox for a PM from ATTCares and reply so we can get started.

Thank you!

Kenneth, AT&T Community Specialist

Need help?
Fix, replace or check device delivery
New to AT&T Community?
New to the AT&T Community? Start by visiting the Community How-To.
New to the AT&T Community?
Visit the Community How-To.