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Community Support

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231.2K Messages

Thursday, December 17th, 2020 6:16 PM

AT&T Help: Why Was My Order Cancelled?

Check your order & tips to correct it

 

Below you will find information on how to check your order status and reasons why your order may have been canceled.

 

myAT&T App

  1. Tap Shop AT&T
  2. Check order status.

Learn more about the status of your order.

 

Mobile Website

  1. Go to m.att.com
  2. Click the collapsed menu icon (three bars) in the upper left corner
  3. Check order status.

Was your order canceled? 

The most common reasons your order may have been cancelled are incorrect or mis-matched information.  Examples would be; your address, billing information, or payment method and name.  Verifying and correcting this will get you back on track. You'll find other possible reasons below.

 

Other reason your order is on hold or canceled

  • We didn’t receive the required down payment for your order.
  • Not enough funds on account
  • There was either a system issue that prevented us from completing your order online or you initiated a request to cancel the order. In instances like this, you can reorder your device
  • Out of stock – you may need to reorder later
  • Customer from another carrier? We are waiting for the number transfer
  • Your address could not be verified
  • A pending balance on your account – it will need to be paid off before an order can be submitted
  • You are not eligible for an upgrade
  • Your account may have an expired card
  • Sometimes we have to be contacted to verify your order – we may need to verify your identity
  • We are reviewing your order for security purposes – your account security is important to us

ChrisZ, AT&T Community Specialist 

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*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.

Official Solution

Community Support

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2.7K Messages

3 years ago

There are a few reasons why your order was cancelled, it can be as simple as using the wrong zip on your credit card or misspelling your name. Check out the information above to learn more. 

ChrisZ, AT&T Community Speciaist 

New Member

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1 Message

2 years ago

My order keeps getting cancelled. All the information is valid. I have validated and verified all the information is correct from SSN/DL/CCD. I have spoken to agent online and over the phone to check and recheck two days in a row. And for the second time at 10:14pm the order is cancelled not any a reasonable timeframe so that I can call or chat online to resolve the issue of what is actually needed.. It states nothing except "For your security, we canceled your order. We couldn't confirm this order came from you." WTH mean. What couldn't you verify? How couldn't confirm it was me? Did you call? I spoke with AT&T agents over the phone and online. They said no issues they could not see. Now can I speak to a manager and someone to talk to directly to get this situation resolved. Never in my life has getting a phone and switching carriers been so frustrating. I have spoken to two agents over the phone asking them do I need to verify any further information so this does not happen again. They said no...well again dealing with this. How hard can this company make it to ordering a phone/switching carriers. I spend 2 hours online giving my information to then find out 16 hours later its cancelled!! Bad customer service and policy . Everything should be efficient in letting us (customer) know if we need to call...if information wasnt correct etc whatever issue at the point of sale 

(edited)

ACE - Expert

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14.2K Messages

2 years ago

Typically, emails advising orders have been canceled include a note that you need to visit an AT&T store to place a new order. 

Whether yours did or not, that's what you will have to do. 

Community Support

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231.2K Messages

2 years ago

We understand how irritating the ordering process can be . We're here to help guide you towards the right direction to verify your identity and get your order placed. 

 

The next step will be to visit your nearest AT&T Corporate Store so that you can verify your identity in person and replace your order. If there are any errors that occur, a in store representative will be available to further assist you.

 

Security is enhanced to protect customers personal information. We sincerely apologize for the inconvenience this has caused.

 

Thank you for visiting the AT&T Community!

 

Jonye, AT&T Community Specialist

New Member

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1 Message

2 years ago

@ATTHelp I have had the exact same experience described by @jeffmalmeda. My online orders were canceled three times, then I placed a fourth order via a live chat agent only to be cancelled again. Then, I went into the store, where a salesperson placed the same exact order online (order #5). They scanned my ID and sent me a verification code in the store. 

I just got an email this morning stating that my order placed in the store was cancelled because they 'couldn't verify my identity.' 

I am at my wit's end with this experience. I have called customer service multiple times, and each time it is minimally to not at all helpful. I have been referred to the fraud department, which is apparently not answering calls at the moment. I followed their answering machine's instructions to file a mobile fraud claim online. However, the response said that this issue is not under their purview. 

I would like to be contacted to resolve this issue, either via email or via phone. Please do not give me any phone numbers to call  because I've probably already tried them all, as I ask for direct phone numbers each time I am transferred from the general customer service number. 

New Member

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5 Messages

2 years ago

A typical ATT ordeal. I had 7-8 orders canceled, at least one of them placed in person. One time I was even referred to the "security team"  to straighten it out. They did. The next order was promtly canceled with that idiotic non-descriptive explanation.

New Member

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1 Message

2 years ago

I have placed several orders orders as well. All of which have been calcelled. I even went to an ATT store and spent an hour there while they called the security department. Once my identity was verified, I placed the order in the store..It was cancelled two days later. I am beyond frustrated as a new ATT customer. 

New Member

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5 Messages

2 years ago

Now I am a happy T-mobile customer buying 2 brand new iPhone 13s from them.

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