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Community Support

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2.7K Messages

Tuesday, September 19th, 2023 4:26 PM

We Hit A Snag Error - Info from the AT&T Community

Hi all,

If you were ordering a new device and received the "we hit a snag" error, our teams were made aware and addressed the issue. You can sign back into your account and resume your order.

If you continue to get the error, please post below and we can look into it directly.

Update: If you are using the myAT&T app and see the error, click on the link under the error. You'll be redirected to a website to complete your order. 

If you are wondering when your order is going to arrive, depending on stock & shipper, the phone may arrive within 24-48 hours. In some instances, it may take longer. Check out our What Is The Status of My Phone Order thread to learn more. 

ChrisZ, AT&T Community Specialist 

AT&T Help

Need help with an account specific question?  Post a new question here on the forums by clicking the "Ask a Question" button.
For additional support, please visit us at our AT&T services hub.

*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.

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Accepted Solution

Official Solution

Community Support

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2.7K Messages

9 months ago

Seeing an error when you try to order a phone? We have an answer. 

New Member

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6 Messages

4 years ago

I ordered some phones they ran my credit and I paid 200 some dollars. Now my order says it hit a snag. What exactly does that mean. Why is my order not proccessing. I'm not giving them more money if that's what they want. 

Note: This comment was created from a merged conversation originally titled We hit a snag

Community Support

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232.8K Messages

Hi @KyleMiller20,

 

Thank you for reaching out. We definitely want to take a look into your order inquiry.

 

To better assist, we want to know:

  • when did you place the orders
  • did you confirm agreement with terms and conditions
  • which of your orders hit a snag and what error code is coming up
  • did you check your order status online or by calling 877-782-8870

Please reach back so we can assist further.

 

Doyin, 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.

New Member

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6 Messages

I placed the order on the 24th. Yes I confirmed and signed everything. Its saying they have hit a snag with my order. There isn't an error code. I haven't recieved an email telling me any info. 

Community Support

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232.8K Messages

Hello, @KyleMiller20,

 

Thank you for that information. Is this an order for a new account? If so, you should have received an email asking you to go into an AT&T Store to verify the order.

 

For assistance on your order, please call our eCommerce department at 866.267.4510. They're available from 8am to 12am Monday to Friday and from 8am to 8pm Saturday and Sunday.

 

Have a great weekend.

 

James, 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.

New Member

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6 Messages

I have not recieved an email telling me to go into a store, and I should not have too. You don't take $200+ dollars from someone tell them everything is fine and then decide you want them to drive to a store. Especially right now. 

Community Support

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232.8K Messages

Hello @KyleMiller20,

 

Please let us know if our eCommerce department was able to resolve your concern. 

 

Jonye, 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.

New Member

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2 Messages

1 year ago

I places an order this morning for two upgrades. My att app is saying “we hit a snag, your orders on hold”. But when I click on it, it doesn’t say what the “snag” was. And shows one of the phones in “pre-order”… but it shouldn’t be a preorder cause the phones been out for 3 months…

any idea what this is about or if there’s more I have by to do? 

Note: This comment was created from a merged conversation originally titled “Hit a snag” and “pre-order”?

73 Messages

Can you please tell me what the outcome was, I'm in this same deal right now. 

73 Messages

@Rallenf1985 I’m hoping all goes well I called e-commerce and he thinks it has to do with the capacity size I ordered that is creating the delay from shipping I ordered the 1TB

30 Messages

@Alexis2023 i don’t think anyone knows what’s going on. I doubt calling anyone will help either, they already said it’s a known issue. 

looks like the old post got deleted somehow? 

30 Messages

@Alexis2023 Mine still says Pre-Ordered and expected to ship this Thursday. Says I placed the ordered at 7:58AM EST. 

New Member

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21 Messages

@Bmoney2023 @I noticed the old thread is gone also, probably them trying to shut this issue down lol

New Member

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2 Messages

1 year ago

I keep getting an error trying to  block and report it tells me it hit a snag and I can't fix it. Cleared cache please help

Note: This comment was created from a merged conversation originally titled Hit a snag

ACE - Master

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10.9K Messages

What exactly are you trying to do?  “Trying to block” doesn’t really make sense.  Do you mean trying to unlock using the unlocking portal?  If so, are you outside the US?  You may need to use a U.S. based VPN to get around it.

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*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.

3 Messages

Same issue. My shipping for the iPhone pro max (blue) is tomorrow to 10/2. My status has not changed (still snagged) did the whole can and verify thing. “Everything looks good” as they say. I did upgrade and did the verification thing and everything? I’m curious if anyone had any different results or outcomes 

18 Messages

9 months ago

I’ve decided to check my order after pre ordering my phone, upon checking I found the snag message with action required. I clicked on it and nothing pops up saying there was an issue. I get on the actual site and that message is no where to be found just on the app. I called att and they said everything looked clear on the account and the order. They asked me if I had received a id verification but I haven’t. Is this a bug and will everything process as it should or is there a number I should call?
Note: This comment was created from a merged conversation originally titled Why is my order saying action required, there is a snag with your order?

3 Messages

I’m having the same issue and I’m wondering if I should be worried they’ve took my money and everything already 

18 Messages

Well I’m going to hope it all goes through because they’ve done took my payment and everything and it wasn’t an issue til later in the day. If they were going to cancel my order I feel they would’ve already done that. Hoping it’s just a bug in their system. You’ll be able to get your money back regardless if any issues do arise or you might have to provide them with some extra information if you get an email. A chat from AT&T told me a lot of people have this issue but their orders are still processed so take that as you will

Community Support

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232.8K Messages

Hello @Lucassjekekwkw, we can definitely provide you with some more information about your order status. For orders that have the current status of "Action Required", or any other order related inquiry, please contact our eCommerce department at 800-331-0500.

 

Please let us know.

We'll be patiently awaiting your response.


MatG, 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.

3 Messages

I placed my order and a little while later it said we've hit a snag and to call them.  I have called 4 times and waited over 90 minutes this morning and have not been able to get through to someone.  I cancelled my order and tried to reorder and it's saying I now have $1199 in payments due on my old phone that I paid off.  The delevery date said it would be in late October now too.  ATT - get your act together man.  I have been a loyal customer for more that 20 years and I'm very close to just canceling my 5 lines and going to another carrier.  This is not how you treat a customer! 

73 Messages

9 months ago

I placed an upgrade order for the 15 pro max. My order was fine even called to verify with customer service. Now my order status for me says we hit a snag Action Required, when I click on the order it does not say what action is required, however it says for order status: Pre-Ordered. The status says Pre-Ordered "Yay! You're in line to get a new device. Check the estimated to ship date to see when it will be available to ship. Ship date says Thur Sep. 21. When I called ATT they said there is nothing wrong with my order, but on my end it says "We hit a snag" "Action Required". I just feel like that is wrong. My husband did a pre-order and his says "We're working on your order" in green. and his says items on order 1. instead mine says items on pre-order 1. ?????? Can anyone help? 

Note: This comment was created from a merged conversation originally titled Iphone 15 pro max pre-order issuetion

2 Messages

9 months ago

my pre order is "on hold" because of technical difficulties. it lists a number to call, 844.796.6705 but everytime i call i am on hold for over 45 minutes with no answer. i have called the regular service number and they gave me another number to call, b ut it routes me to the same recording as the number i initially called, and no one answers that number either. i have tried the chat option, and they are no help either. the rep on the phone said all it said under my account was that there was some info missing for my order, but he couldnt see what. i pay extra for the next up service and i am so mad that this is happening.
Note: This comment was created from a merged conversation originally titled iphone 15 pro max preorder is on hold

Community Support

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232.8K Messages

Hey there! We understand your disappointment regarding the status of your pre-ordered device. Let's get you the help you need!

 

We want to take deeper look into this situation, so please look out for a DM notification from us. You can find this towards the top right of the screen, next to the bell icon.

 

Thank you for visiting AT&T Community Forums, and looking forward to speaking with you!

MikeN, 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.

Explorer

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27 Messages

This morning when I logged into my Att account both my pre orders say action needed. But when I click on them neither show any actions. 

3 Messages

9 months ago

I pre-ordered the iPhone 15 pro max online through the AT&T app. I was given a confirmation/order number and sent the necessary ID verification in as requested. The app says you all “hit a snag with my order and there’s an action required. When I click on it, it does not tell me what action I need to take but it provides me with an estimated ship date and just says you all are working on it. Should I be concerned?

Note: This comment was created from a merged conversation originally titled Iphone 15 pre-order “snag”

9 months ago

I placed an order for the iPhone 15 pro max. I’ve been checking every day just to see if shipping dates change. I keep getting this message that says “we hit a snag in your order” then below says “action required” in orange. I’m trying to figure out what this means and it’s not giving info when I click it. What’s going on? Is my order coming?

Note: This comment was created from a merged conversation originally titled Order Status

Community Support

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232.8K Messages

9 months ago

Hey there! We understand you are worried about the status of your order, so let us put your mind at ease.

 

To answer your question, your order hasn't been cancelled. The reason for you receiving the message "We hit a snag on your order" is due to a system glitch, and since the ID verification is not complete yet.

 

You will need to do the ID verification by clicking on the link below:

 

ID Verification

 

Let us know if this information helps.

 

Thank you for contacting AT&T Community Forums!

 

Kelly, AT&T Community Specialist.

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