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The Samsung Galaxy S23
jayn2023's profile

New Member


1 Message

Monday, March 20th, 2023 8:14 PM

All 3 different upgrade orders got cancelled, even with Ready to Pickup email.

Tbh, the service with ATT still good until I want to do a phone upgrade on 1 of 5 lines account. Did all 3 attempts on ATT website. The 1st one got cancelled after 2 hours, that's fine. The 2nd one, got cancelled after 1 week of waiting. The 3rd one, got a Ready to Pickup email from ATT, drove to the store, waited for 1 hour then they told me they didn't have the order on their system, then being sent home and had to wait until they got ATT's system resolved.

Community Support


215.2K Messages

2 months ago

We didn't want this to happen when trying to upgrade, @jayn2023.


There are a few common reasons why an order would be canceled multiple times, with the main cause being mismatched information. Some of this information would include your name, your address, payment method or billing information. We have other reasons underneath our article about why your order was canceled


If all the information is correct, we recommend going into a physical corporate AT&T location to place your order and verify your identity with photo ID. If you don't know where to find one of these stores, use our store locator and select Filter > Company Owner Stores to find a corporate store near you. 


We hope this helps, please let us know if you have any other questions about this.  Thanks for being a part of AT&T.


Dylan, AT&T Community Specialist

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