Skip to main content
AT&T Business Forums
Our Business Community Forums will be closing on June 27, 2024. Please visit business.att.com/support for all your support needs.
pmdaniels73's profile
pmdaniels73
#1 Star!

Contributor

 • 

1 Message

Monday, July 7th, 2014 7:25 AM

Online Order Canceled

I just tried to order two of the free iphone 5 refurbs. I got a confirmation email thanking me for my order and what not. Then about 2 minutes later I get another email that I have pasted below. Can anyone tell me what the issue it please? All information I entered is correct.

 

Thanks,

 

Paul ***

 

 

Dear Paul ***,

Thank you for choosing AT&T.

Unfortunately, we were unable to verify the information you provided. As a result, your order has been canceled.

If you would like to make a purchase, please visit one of our AT&T retail locations and present your identification to our representatives. They will be happy to help you purchase new wireless devices, accessories and service.

Please go to att.com/storelocator to find a store near you.

We apologize for the inconvenience and look forward to serving you.

Thank you,

AT&T

 

[Edited for privacy-please do not post personal or unique information such as but not limited to full names, employee ID numbers, email addresses, phone numbers, account numbers, etc.]

Question

 • 

Updated 

4 years ago

32.8K

88

0

ATTBusinessCare

Community Support

 • 

3.1K Messages

8 years ago

@katilynnw0822,

Thank you for posting on our Business Community, I would be happy to help you. Please private message me by clicking here the following details so I can assist you. Thanks.

 

Your Name:

Company/Account Name:

Contact #:

Email:

Order #:

 

Leonard

AT&T Social Media Manager

 

0

0

Kristinalepper

Contributor

 • 

2 Messages

8 years ago

Katilynnw0822, I just encountered the same problem. The email states that I can bring my Identification to a nearby store but I live in a rural area so it is not easy to get to an AT&T store. I'm disappointed that I now need to attempt to find time out of my already extremely packed schedule to drive to the city. It may seem easier to stick with my current carrier. Was your issued resolved? Or did you have to go into a store? I wish they would have offered a possible solution of uploading a scan of our ID or something similar. Kind of disappointed and discouraged.

0

0

ATTBusinessCare

Community Support

 • 

3.1K Messages

8 years ago

Hi @Kristinalepper,

 

I understand your disappointment. Please send me a private message by clicking the link below. I would like to see if there is another option for you. May I have the following information to assist?

 

Account Name:

Contact Name:

Contact Number:

Account Number:

Email:

 

https://forums.att.com/t5/notes/privatenotespage/tab/compose/note-to-user-id/3512576

 

Thank you,

Muriel

0

0

Kristinalepper

Contributor

 • 

2 Messages

8 years ago

Thank you Muriel and AT&T. I just wanted to update the board to let people know my issue has appeared to be resolve. AT&T contacted me and it appears they were able to confirm my identity, thus avoiding the trip into the city and the time off of work to do so. Thank you very much AT&T business care for responding to my post in a timely manner.

0

0

Bohayes34

Contributor

 • 

1 Message

8 years ago

I just had this same thing happen. My sister is on my plan, she lives in indiana, I live in texas. She dropped her phone and shattered the screen 10 days before going on a trip to France with her high school. I order her upgrade online and asked that it be shipped to her house. They cancelled the order. All I can find is that I need to go I to the store and get the phone, normally would be fine, but I would have to take a day off of work and then ship it to indiana.

0

0

ATTBusinessCare

Community Support

 • 

3.1K Messages

8 years ago

Hello @Bohayes34,

 

Oh no, I'm sorry to hear about the broken equipment and ordering issues. I'd be more than happy to look into this for so we can get things back on track. Please send me a private message by clicking here and be sure to include the following details so we can help:

 

Wireless Number:

Contact Name:

Contact #:

 

Alexis

AT&T Social Media Manager

 

 

 

0

0

sakshi.dubey

Contributor

 • 

1 Message

8 years ago

I have ordered two sims online. I recieved the mail from AT&T stating that my identity is not verified and hence order is cancelled. 

 

I checked my equifa report and got to know that AT&T has verified my identity from equifax. I did check my identity report on equifax and it says my identity is verified.

 

I do not know what is the problem with AT&T, why they are unable to verify my identity.

 

Any help?

0

0

ATTBusinessCare

Community Support

 • 

3.1K Messages

8 years ago

Hello @sakshi.dubey

 

Thank you for reaching out on our Business Community.  I am sorry to hear about the recent troubles you had.  I am more than happy to get you some help.  Please private message me by clicking here the following information, so I can further assist you.

 

Contact Name:

Contact Number:

Contact Email:

Main# to the Account:

 

Thank you.

Chris

Social Media Manager

 

0

0

C-Trey7

Contributor

 • 

1 Message

8 years ago

I'm having the same issue. I tried to order an iPhone and start a plan, but after the confirmation email, I got an email saying g it couldn't confirm my identity

0

0

ATTBusinessCare

Community Support

 • 

3.1K Messages

8 years ago

Hello @C-Trey7,

 

I apologize for the trouble.  I can help you with your order.  Please send me a private message by clicking here and include the following information:

 

Name

Business Name

Wireless Number

Order number (if you have one)

Email address

 

Thank you,

Nancy A

AT&T Social Media Manager

0

0

KLG523

Contributor

 • 

1 Message

8 years ago

 Same here, order canceled, " Unfortunately, we were unable to confirm your identity with the information you provided. Your order has been canceled, and ..." seems to be common.

0

0

ATTBusinessCare

Community Support

 • 

3.1K Messages

8 years ago

Hello @KLG523

 

     Thank you for your posting. I would like to help you with your order. In order for my to assist you, I would need to verify some information. Please send me a private message by clicking here:

https://forums.att.com/t5/notes/privatenotespage/tab/compose/note-to-user-id/3512576

 

And include the following details:

Full Name/Name on Account:

Wireless #

Preferred time to be contacted (including time zone)

Email address:

Order #

 

Thank you

-Angela

0

0

Catmom2015

Contributor

 • 

1 Message

8 years ago

AT&T canceled my order because of identit issues when I re ordered and got help from a chat assistant they told me to call e commerce and I did the automated service did nothing to help me and I'm getting. Very fed up

0

0

ATTBusinessCare

Community Support

 • 

3.1K Messages

8 years ago

Hello @Catmom2015,

 

Thank you for your recent posting. We appreciate your participation within the Business Community. I'm sorry to read about the issues with your order. I'll be more than happy to take a look at this for you so we can get things back on track. Please send me a private message by clicking here and be sure to include the following details so I can help:

 

Name on Account:
Contact #:

email:

Order #:

 

Alexis

AT&T Social Media Manager

0

0

arpitjaincs

Contributor

 • 

1 Message

8 years ago

I am also facing the same issue. I have placed order twice for Samsung Galaxy S7 Edge and both got cancelled. ATT is unable to verify my identity. Please help. The chat and the in-store rep dint able to assist.

0

0

Related Conversations

Loading...

Did this help you?

Related Tags

Premier

Not finding what you're looking for?
Ask a question