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J

New Member

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2 Messages

Wed, Nov 25, 2020 3:09 AM

Trying to sign-up for service and port in 4 lines. Orders keep getting cancelled.

Hello,

I am trying to sign up for wireless service and port in 4 lines.

My orders keep getting cancelled.

I completed an order last night for 4 new lines: 2 BYOD, and 2 with devices.  Checked order status this morning.  "We had to cancel some or all of your order."

I called in.  No one could tell me a (Edited per community guidelines) cause of the cancellation.  I was advised to try again. (I want to order online so I can get the BYOD $250 gift card promo).

I tried again tonight.  I checked the order status an hour later.  "We had to cancel some or all of your order."

I tried one more time.  This time I just tried to place the order for one line (BYOD) instead of 4.  I checked the order status immediately after receiving the order confirmation email. "We had to cancel some or all of your order."

What is going on?

Why can't any customer service reps tell me why the orders are being cancelled?

Responses

Accepted Solution

lizdance40

ACE - Sage

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81.5K Messages

2 months ago

In almost every case where a order is cancelled without explanation is because something did not matchup. Either your billing address, ZIP code, the credit card you use doesn't match your name or address.

Double check everything matches if you reorder online. 

If it fails a second time,  you might have to complete your order at a corporate store so that your identity can be proven. 

🐾 I don’t work for AT&T or any carrier. Never have, never will. My replies are based on experience and reading content available on the website. If you posted personal information, please edit and remove.

Award for Community Excellence 2020 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Brand User
ATTHelp

Community Support

 • 

144.7K Messages

2 months ago

Hey there @johnny_h!

 

There are a couple of steps you can take to try to resolve your experience.

  • Clear your browser cache and history.
  • Use another browser.
  • Wait a day or two before trying to complete the online offer again.

Additionally, did you contact AT&T Customer Support or the phone number included with the message which is the Online Back Office team? The Online Team can help place the order and attach the offer. 

 

Please be advised that apart from the Online Back Office team, in order to qualify for the $250 Rewards Card, the following requirements must be met:

  • Online orders only.
  • New or existing account porting in on a new line.
  • Activate on eligible postpaid wireless plan.
  • BYOD only.

Hope this info helps.

 

Lar, 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.

New Member

 • 

2 Messages

2 months ago

It was the credit card.  I entered my name for the card instead of my wife's name (she's the account holder).

I understand that security is hard, and AT&T doesn't want to give any would-be-fraudsters clues as to what they need to change to successfully steal from the company.

But:

* this has made for a terrible customer experience (for someone trying to become a new customer)

* would-be-fraudsters can apparently just browse the community forums for hints on how to "fix" their fraudulent claims, so I'm not sure how beneficial this security approach really is.

lizdance40

ACE - Sage

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81.5K Messages

2 months ago

But an excellent example! 

And unfortunately, AT&T's computer was right to refuse to process (you know it's all computer checks right?)

It checks name, address, and other info.  AT&T got hit hard a few years back and tightened up security.   They lost thousands of phones, billed on customer accounts, and shipped to another address.  

🐾 I don’t work for AT&T or any carrier. Never have, never will. My replies are based on experience and reading content available on the website. If you posted personal information, please edit and remove.

Award for Community Excellence 2020 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

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