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rynezuz's profile

New Member

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9 Messages

Sunday, September 11th, 2022 4:01 PM

iPhone 14 pro preorder says “cancelled due to technical glitch”

I’ve tried ordering my phone 2 times with you and both times I get the identity verification and do that then the next day I get another email that says there is a “technical glitch” and to call ATT, I do that and then they say they can’t see what the “glitch” is but do see a shipping date. Will I be getting my order?!?

ACE - Sage

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104K Messages

5 months ago

We have no way of knowing whether or not your order went through. This is primarily a customer populated forum. Even if AT&T help which is customer support replies, they are not necessarily going to be able to connect your post here with your order.

New Member

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9 Messages

5 months ago

I guess I’m looking to know if anyone else has experienced this 

New Member

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3 Messages

5 months ago

I'm having the same issue too!  I spoke to 3 different AT&T reps on the phone and they stated that they do not see my order at all.  However, when I chatted with an online rep, she told me that the order is pending.  What is going on?  

ATTHelp

Community Support

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207.2K Messages

5 months ago

Hello @pphone2022, we understand the importance of figuring out why your order status may say on hold or canceled.

 

Have you been asked to verify your identity? This is an ongoing concern, but it is for your security. 

 

We are sure you and the other users of this forum will find this information very useful. When completing the ID Verification, you will want to make sure that you take a picture of your ID with your device. You can’t use stored images or photocopies. 

 

Please let us know if you need additional assistance.

 

Danielle, AT&T Community Specialist

New Member

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3 Messages

5 months ago

Hi ATTHelp,

Yes, I was asked to take a picture of my driver license (front & back), as well as a selfie.  I submitted that yesterday.  

When I spoke to two AT&T reps today, they stated that they do not see the orders in the system and asked that I order it again.  However, I am able to see my orders online.  It states "

We couldn't complete your order because of a technical glitch.

Call us at 844.787.6477."

ATTHelp

Community Support

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207.2K Messages

5 months ago

Thank you for the update @pphone2022. We understand the importance of making sure your order has been processed. 

 

In some instances, this may be due to an error in the information you have provided or your identification. Once you have called and verified your identity, you are able to place your pre-order.

  • Once you get the email and text message, you have 24 hours to use the link and add your ID images. If you don't, we'll cancel your order.
  • Your order status will update when the process completes, and your order has moved on to the next steps. Check your order status

If you are unable to confirm your identification online you'll have to place a new order at one of our stores.

 

Let us  know if you have any questions. Thank you for contacting AT&T Community Forums. 

 

Alasani, AT&T Community Specialist 

New Member

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9 Messages

5 months ago

Not helpful @ATTHelp.

I have tried now 2 times to order. both times, i verify my identity with the link sent. get email the next morning says it will be cancelled. Then i call AT&T and the order cannot be found in your system, but y'all gladly took the payments for it!

ATTHelp

Community Support

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207.2K Messages

5 months ago

Hello, @rynezuz. Thanks for making us aware of this situation. At this time, we would like to continue speaking with you privately. Please click the message icon in the upper right corner and reply.

 

In the meantime, please have your account information handy, we will be sending a link for you to authenticate your account, so we can assist you!

 

We look forward to speaking with you! 

 

TT, AT&T Community Specialist

New Member

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1 Message

4 months ago

my iPhone 14 pro preorder was cancelled it states no reason. I paid the down payment as part of the Next upgrade plan and the payment went through. Says it will credit back in 3 days. So what the (Edited per community guidelines) is the $5 upgrade plan worth havingif it isn’t going to allow me to do so??

(edited)

ATTHelp

Community Support

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207.2K Messages

4 months ago

Let's work together to get to the bottom of why your order was canceled, @rickytjr. We understand the importance of being able to take advantage of the Next Up upgrade offer. 

 

Have you confirmed that your information is correct? Your order may have been canceled due to mismatched or incorrect information. You can sign in to check your order status and update your information. 

 

Other reasons your order may be put on hold or canceled:

  • 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.
  • 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.

Let us know how this helps! We're here to see you through this. 

 

Sydne, AT&T Community Specialist

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