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Probersonjr's profile

New Member

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4 Messages

Mon, Sep 5, 2022 8:39 PM

AT&T cancels all online orders

Anytime I place a order online, I receive a email  that states the following 

Status: CANCELED

We couldn't verify this order XX-XXXXX really came from you. For your security, we canceled it. Don't worry, we'll release any funds being held on your card.

Let's try this again. Let us help you reorder your item(s). Visit a store near you and be sure to bring your ID.  

I have called in numerous times about this issue and they say they’ve fixed the problem…but yet here again same issue…I’m tired of dealing with the stores and the long wait times dealing with them…what is the deal?

ACE - Sage

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102K Messages

3 months ago

Every time this comes up I'm a little puzzled. AT&T cannot verify your information online and has asked you to go to a physical store so that it can verify that all of the information is correct and that you are who you say you are.

If you are repeatedly trying to place the order online despite the fact that they have canceled your order and asked you to go to a store it sets up a red flag in the system, practically guaranteeing that they will not process an online order or an order by phone and that they need you to go to a physical store with proper ID.

So why are you not processing at a store? 

New Member

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4 Messages

3 months ago

I have placed multiple orders not just a repeat of one order, every different order the same thing happens and have to go the the store. 

ATTHelp

Community Support

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203.8K Messages

3 months ago

We do understand your frustrations with receiving this error message when attempting to process an order online, and we want to help, @Probersonjr.

 

We definitely recommend and support the information provided by our ACE @formerlyknownas. In order to successfully process your order, you'll need to visit the nearest retail location. Since you've placed multiple orders the system has now flagged your account, and you'll no longer be able to place an order online until you verify your identification. 

 

We do apologize for this inconvenience to you, and we hope that you're able to quickly get your order processed. 

 

Thanks for contacting the AT&T Community Forums for support.

 

Lynn, AT&T Community Specialist

ACE - Sage

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102K Messages

3 months ago

So in other words you place an order it gets canceled you go to the store the order goes through. You place the second order you better gets canceled you go to the store it goes through. Something about the information you're providing online does not cross check. Either there's an address, social security number, the spelling of your name, but something between your method of payment, the address you're using, and something other part of your personal information doesn't cross check in AT&T's computer system. Maybe it's a glitch, but if it's happening each time, it's a very consistent glitch

MicCheck

ACE - Expert

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12.4K Messages

3 months ago

I'm confused. 

You got the message that your order was canceled, so you went to the store to place the order. Was that order canceled as well? Why have there been multiple online orders?

What the full sequence of events are what specifically have happened in each?

New Member

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4 Messages

3 months ago

I placed the order online..I get a automated system message almost immediately saying the order is canceled due to “identity verification”. I go to the store, place the order and it goes through with no issues…I’ve added 5 lines to the account, not at once but throughout the year and the same thing has happened every time i add/place a order online…the same order cancellation message email is sent on whatever order I placed at that time…go to the store and have no issues

MicCheck

ACE - Expert

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12.4K Messages

3 months ago

OK, I see. There's something about your information that's flagging you for additional review. I'm not sure that there's anything to "fix." Are you a new customer or have all the orders been for new phones on existing lines?

New Member

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4 Messages

3 months ago

New customer as of July of 2021. All the lines were upgrades to the existing ones.   

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