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Unable to upgrade phone online

Everytime I try to purchase a phone online I get an error message that it cannot be processed and to try again later. I have tried multiple times and I have called customer support and they only tell me to keep trying. The deal I want to get is an online only deal as well. How can I fix this?

Comments

Verizon_Support

I'm sorry you are having issues with placing your order, jzeb2315. Our goal is for you to take advantage of all the available offers. We can help you take a second look and see what is causing this problem. Are you placing the order using the My Verizon app, or are you using a computer?

GersonG_VZW

jzeb2315

I've been using a computer since its a business account. I keep trying and the website won't let me purchase the phone and the deal is only online

Verizon_Support

We are sorry to hear that this is causing so many issues for you at this time. However, with this being a business account you would have to contact our business support team to have this completed for you. I would suggest contacting 800-922-0204 to process your device upgrade. I am sure there are deals available that you can take advantage of with a business support representative. JasperM_VZW

Patrick7788

This is very problematic, this is not him who is only facing the issue, it is an issue that I am facing, as well as hundreds of other customers. Complaints about this seemingly have gone on for a few years now, not only that, you can find all complaints and similar issues on the Verizon subreddit posted by Verizon customers. There is something SEVERELY wrong with the server-side of Verizon. You can upgrade and buy a phone before you become a customer with no issue, but then immediately after once you're signed in, even on the app, even in a different browser, even on a different computer or operating system, you have the same exact issue. I don't think I've seen one customer who's voiced this complaint who hasn't been told to simply call to place their order. This isn't a good band-aid for the issues that exist on the Verizon website. You need to pass something along, ASAP, in an AGILE PROJECT, to the engineers that run everything server side and make a website that works. A lot of people don't want to have to upgrade on the phone with an individual, this is a simple process that needs to be done easily through the app and through the website. The default shouldn't be, "Call our number to place your order".

This is extremely embarrassing from one of the largest tech and mobile provider companies in the world. There are flaws in the system at Verizon, fix them instead of offering an alternative that customers don't want to use.

ellesoliven

Seriously what is going on? Trying from my android phone, browser, etc doesn't work just like everyone else. Why not post an actual solution or fix the issue? This is crazy to be broken this long, it's so bad for business.

GregPixelPhone

Yup same issue. Verizon's website is completely useless if you want to upgrade your phone. Any help would be greatly appreciated.

Verizon_Support

Upgrading should always be an exciting time! What exactly happens when you attempt to upgrade?

EllisandraC_VZW

GregPixelPhone

Every time I try to place an order for a new phone either using the app or web browser the error says there is an issue with the payment method.

I've tried different credit cards and paypal but nothing works.

Rmil00021

It states that there is a system error and to please try again later. I'm having the same issue.

joleejacobson

This issue is still prominently happening - I help my Dad in caring for his parents (my grandparents). I have been trying for day's to upgrade their cellphones. I have tried multiple ways to get this to work; from the main shop, through the upgrade panel - and nothing works.

From the main shop the moment I hit the buy button I've had two different situations occur. One being an error banner, completely unable to load/process with the backend server it seems. OR it'll even give me the option to add a new line or upgrade. The moment I hit upgrade I can make it as far as the "which line would you like to upgrade" screen it appears the website is trying to process the selection - but then it errors out.

From the upgrade screen, you can basically repeat my previous sentence above.

I've tried going the text chat route, however, I can't complete the order - all verification codes run through the cellphone someone already has. Unfortunately, my grandparents lost both of their phones and they cannot route the verification code to the email linked with their account. I'm not on their account, so I can't even call anyone to get these purchased for them nor can I go into the store to make the purchases for them. My grandparents had their driving privileges revoked and have no way to get to a Verizon store themselves and they can't be picked up and taken into the store either as one just had surgery and the other cannot stand around for long periods of time.

Not being able to get an upgrade online is extremely inconvenient and the fact this has been going on for years with so many complaints from customers is quite honestly - sh*t customer service.

Verizon_Support

Oh, my! This is never the experience we want for you when trying to process an order, joleejacobson. We understand how important it is for your grandparents to have a functioning device, and are here to help. You mentioned that you're not listed as an Account Manager. If the Account Owner is able to sign into My Verizon they can add you by using the steps here: (refer to #4) https://www.verizonwireless.com/support/assign-account-manager-roles-faqs/#item5 The last thing we want is for you all to have trouble processing the order online! Are you trying to process the order via the website or the app on a device not associated with the account? When logging in, are you signed in as the Account Owner, Member, or Manager? Connected to Wi-Fi, or VZW data? What error message do you receive when you notice the website trying to process the selection, then errors out?

KiaH_VZW

mattcheww

This is happening on our account as well. Verizon has told me they'd have it fixed twice, and both times after the time has passed they told me to wait; it still isn't working. Now I get a totally different error message than before, but same result- no ability to upgrade via website.

Another issue has gone unfixed despite me calling them and them saying they'd fix it- our bill is 160 more this month due to a glitch with their auto pay after we changed credit card on the account.

3 months with Verizon, nothing but PROBLEMS.

dgswim

What is wrong with Verizon? We pay the very most for cell service in the United States. Verizon is luxury phone service and it has become garbage. I can not add, purchase, upgrade or do anything like this on my account. I went through the chat (not a human anymore) computer system and it gave me 4 $1200 + options to pick from. Because we need a phone and they are unable to provide a working website I tried to purchase the best one they sell and after all of the rigmarole and time, it gave me the same message.

Your request could not be processed at this time.

Please try again later.

You had better have a lot of free time, patience and money if you want to use Verizon. They will make it as hard as possible and you will pay

Verizon_Support

Oh, no. dgswim, this is never the experience we want for you. We know how important it is to manage your account and orders, and we always want to make it easy to do business with us. Please tell us, were you using the desktop site or application? What happens when you use a different browser? Have you previously experienced this issue with your online account?

LauraF_VZW

verizoncustomer2021

I am currently trying to upgrade my phone (as of June 2021) and have the same issues no matter what I try. I have tried my Verizon app on my phone, the site on my laptop browsers (Google Chrome and Safari), and even went in-person to the Verizon store. All gave me the same issue: if I try Bill to Account, it says payment can't be processed and to use a different method. I've tried Paypal, my credit card, and my debit card, and each time, they just say that the payment has been declined. When there would be nothing stopping it from being declined. I paid my phone bill and my account had no past due balances, my phone was due for an upgrade, it was eligible for trade-in, and even the workers at the store said everything looks normal on their end. But I keep having this issue, and whenever I try connecting to customer service with Verizon, I'm going through hoops with the dang automation system and then on hold forever trying to get in touch with an actual human being. Or if I chat online, it waits for a while and then says that they can't get an agent at the time because they are busy.

I am very close to switching over to a different carrier because if this is the service I get for paying $90+ a month, I'll take my business elsewhere to a carrier with a comparable coverage and much better customer service/website usability. This is terrible.

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