Hurry! Find the perfect gift today! Everyone gets our best deals on any smartphone!
Need help understanding your bill?
ClancyD's profile

2 Messages

Monday, September 25th, 2023 8:18 PM

Upgrade cancelled and now I have to pay off my old device?

I asked for an Upgrade to the iPhone 15 pro from my BYOD iPhone 14 pro and for some reason when they couldn't verify my ID the whole order was canceled. Now my account shows 36 repayments left on my existing device! Both in store and customer service cannot help. What should I do?

ACE - Master


9.1K Messages

2 months ago

It’s not 36 payments on your old phone.  It’s that your upgrade hasn’t canceled and been reset yet, so it’s showing the payments for the new phone that you canceled.  It usually will clear and reset itself in a couple of days.

2 Messages

2 months ago

Thanks! Will it be possible to retry the upgrade once it resets?

I feel like it would have been easier to ask me to retry the ID verification. It has been this way since Friday.

Community Support


225.1K Messages

2 months ago

Hello @ClancyD.


Thank you for joining the Community Forums!


Not to worry. We're here to help. Remember to keep an eye on the DM so that we can provide support with your issue.


Please feel free to reach back out if you have any further questions! Have a great day!


Thank you for contacting AT&T Community Forums.


MatG, AT&T Community Specialist 

Not finding what you're looking for?