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New Member

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4 Messages

Thursday, July 6th, 2023 2:27 AM

For your security, we canceled your order. We couldn't confirm this order came from you.

I ordered a upgrade phone online and then got this message.

"For your security, we canceled your order. We couldn't confirm this order came from you."

it also said

"We'll release any pending charges within 3 business days. Want to reorder? Just grab your ID and Go to an AT&T store."

The store said all I can do is wait 3 days for it to cancel then try to order again, maybe try the MyATT app and the credit card used in the monthly bill next time.

Accepted Solution

New Member

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4 Messages

10 months ago

So I did contact AT&T after my upgrade did not reset, they were able to reset it and I was able to purchase it online again using the same card that I pay the monthly bill with.

ACE - Sage

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117.6K Messages

11 months ago

Yes.  And?  Is there a question?

New Member

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4 Messages

11 months ago

Yes can anyone verify this is correct and why is it telling me to go to a store when the store says they cannot help me.

ACE - Sage

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117.6K Messages

11 months ago

I'm not sure why you are finding the information contradictory. It's not. In 3 days your ability to upgrade will be reset, all funds should be returned or released from 'pending' and then you can go to a store with valid photo ID and place your order with the card on your account.

I do not recommend attempting to order online because you have already had one refused. This sets up a red flag in the system which will be on alert for a second attempt. AT&t fraud security for online orders is very particular.

Community Support

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232.1K Messages

11 months ago

Hello @Jimmate777forum, we understand that this experience can be frustrating, and we would like to help. 

 

The most common reasons your order may have been cancelled are incorrect or mismatched information. For example, your address, billing information, or payment method name. 

 

The big reason why online orders would be cancelled is suspected fraud. Just as our ACE @formerlyknowas has recommended, to go to a local AT&T Store with a valid ID and place the order with your card on the account. 

 

Hope this information helps, and thank you for contacting AT&T Community Forums. 

 

Holcy, AT&T Community Specialist

New Member

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11 Messages

4 months ago

My question is how we can correct the problem, so it doesn't happen again. They both do not know and cannot tell you anything. I live 60 miles from the nearest store that doesn't even have the phone in stock! This means two trips 60 miles each way because the store also says they cannot ship it to you! Not everyone lives at their billing address! 

1 Message

16 days ago

In my case, an online transaction was completed (taking payment card card info via phone) by a ATT representative who I accessed via the chat option. This representative called me on my existing ATT number since it was against ATT policy to take card number on a chat session. Yet, my transaction was cancelled.

If my ATT purchase was all online, I could understand ATT's system to suspect fraud, not so in my case. Moreover, since I initiated the purchase via my existing ATT mobile, they should be able to check my geo location (purchased online when I was at a ATT store since the store did not have the phone I wanted) based on my phone number given to start the chat session or at least have the courtesy to call my existing ATT number to verify if I am bona fide.

(edited)

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