Skip to main content
AT&T Community Forums
The epic new Samsung Galaxy S21 5G is available for preorder now!

New Member


1 Message

Mon, Nov 16, 2020 1:53 PM

Upgrade keeps getting cancelled

I tried to upgrade one of our lines and it got cancelled because they couldn't verify it was me making the upgrade. I was instructed in the email to go to a store. The store said they couldn't do anything so I had to contact customer service and have the upgrade reversed. After an hour with customer service they finally reversed the upgrade and assured me I could upgrade again without it being cancelled.

I upgraded again and now a day later it's been cancelled. Where do I even go from here? Why would someone log into my att account, upgrade my phone for me, have it sent to my house, pay with my credit card, and somehow have the code that was sent to my phone for verification

Really annoyed with this. If I have to spend another hour on the phone it'll be to cancel my service. Hopefully someone is willing to help.



Brand User

Community Support


144.8K Messages

2 months ago

Hello @sublime1598,


We'd like to look into you're unable to upgrade.


With more details, we'll be able to assist you to the best of our ability:

  • How long did you wait before you tried to upgrade again?
  • Also, what part of the process did your upgrade get cancelled? 

Please get back to us.


Jonye, AT&T Community Specialist 

Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

Get started...

Ask a new question