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Order Already Exists

This is not a cookies/cache issue. I had this happen when I ordered the white iPhone 4, there was a problem during the order process, I got kicked out the Apple Store on-line, then when I went back in, I got the "order already exists" message. Over and over and over.

No one could fix the issue. Called Apple, went into a retail store, stood there with a rep for about 1 hour with no success - even the rep called Apple and spoke to high-level tech support. No go.

The only way I could resolve the issue was to buy the white iPhone at an AT&T store up the street from the Apple store. Luckily, they had them in stock and I was in and out of there in about 20 minutes.
 
I had that same message last night.

  • Close your internet browser
  • go back into apple site
  • click on each item only once
  • do not hit refresh
 
JRoDDz said:
I had that same message last night.

  • Close your internet browser
  • go back into apple site
  • click on each item only once
  • do not hit refresh
Click to expand...

No it's not anything to do with the browser. I've tried on two different computers entirely.

Tony
 
I'm in the same boat. Created account here to add my frustrations...

Called Apple this morning, spoke to three different people, I was told to keep trying "every hour on the hour". WTF?! There has to be a solution to this problem...
 
mistersh0w said:
I'm in the same boat. Created account here to add my frustrations...

Called Apple this morning, spoke to three different people, I was told to keep trying "every hour on the hour". WTF?! There has to be a solution to this problem...
Click to expand...

Welcome to the forum and the problem. :) Hopefully, one of us will get this worked out and tell the others.

Tony
 
Tones2 said:
Welcome to the forum and the problem. :) Hopefully, one of us will get this worked out and tell the others.

Tony
Click to expand...

Thanks for the warm welcome, I'm hoping this "traci" person who posted that they're chatting with Apple now, has an updated solution..
 
mistersh0w said:
Thanks for the warm welcome, I'm hoping this "traci" person who posted that they're chatting with Apple now, has an updated solution..
Click to expand...

Yes, it's all up to traci now. GO TRACI!! :D

I've tried calling about 20 times but have not been able to even get on hold. If I can get through ever, there is no way I'm hanging up the phone without a completed order. I've been awake since 2 AM and even crankier than usual.

Tony
 
Not surprisingly, AT&T was of no help. They couldn't see if I had any orders associated with my number because it hadn't been 24 hours yet, but they thought that it was unlikely that I had an existing order.

joefrank64k's message is not encouraging! Hope traci is able to get some different info from Apple.
 
Tones2 said:
Yes, it's all up to traci now. GO TRACI!! :D

I've tried calling about 20 times but have not been able to even get on hold. If I can get through ever, there is no way I'm hanging up the phone without a completed order. I've been awake since 2 AM and even crankier than usual.

Tony
Click to expand...

I ended up eventually falling asleep after attempting for 2 hours... Did anyone else get a message similar to: "your pre order is being processed, we'll send you an email to continue later", paraphrased of course, but that message is what leads me to believe why we're in this situation.

The trick to getting through to the Store support is, call another department, ask for iPhone tech support, then explain that you're having an issue pre-ordering, and they'll transfer you to someone. That's how I got through.

Maybe someone else will have better luck than I did.
 
Just to be clear, this is an APPLE problem and NOT ATT.

I just checked with AT&T (both through their texting system and a person online) and my line is eligible for an upgrade!

Somewhere Apple has flipped a switch against our accounts and apparently they don't know how to close Pandora's box. I certainly hope I don't have to go to AT&T like JoeFrank64K had to.

I have Apple gift cards that I want to use so I don't want to order with AT&T.
 
Giblet said:
Just to be clear, this is an APPLE problem and NOT ATT.

I just checked with AT&T (both through their texting system and a person online) and my line is eligible for an upgrade!

Somewhere Apple has flipped a switch against our accounts and apparently they don't know how to close Pandora's box. I certainly hope I don't have to go to AT&T like JoeFrank64K had to.

I have Apple gift cards that I want to use so I don't want to order with AT&T.
Click to expand...

I almost pulled the trigger on the AT&T site twice this morning, for some reason even though I'm grandfathered, I didn't have the option for unlimited and I could only ship to bill address... AT&T is no go for me... Looks like we'll all be waiting in line like suckers at our local Apple stores...
 
It can be a browser but for me, no way. Two machines using 4 different types of browser from Windows, Mac and Ubuntu. No good.

I reached the checkout and it booted me after credit card. Since than, I couldn't get back in. Now that I'm thinking about it, I'm going to get the unlocked version in Nov.
 
Giblet said:
Just to be clear, this is an APPLE problem and NOT ATT.

I just checked with AT&T (both through their texting system and a person online) and my line is eligible for an upgrade!

Somewhere Apple has flipped a switch against our accounts and apparently they don't know how to close Pandora's box. I certainly hope I don't have to go to AT&T like JoeFrank64K had to.

I have Apple gift cards that I want to use so I don't want to order with AT&T.
Click to expand...

This ^

I had the exact same results, Apple was a no-go and AT&T was "no problems on your account, sir". I wanted to buy from Apple for the same reasons (had a gift card), and like I mentioned earlier, they tried and tried and tried at Apple - tried different computers, different POS handhelds, called advanced tech support and had them try, etc.

Sorry to sound so glum! Hopefully, they have found a solution to this problem by now! :D
 
joefrank64k said:
This ^
Sorry to sound so glum! Hopefully, they have found a solution to this problem by now! :D
Click to expand...

It doesn't look good as I was supposedly in front of a senior escalation CSR for over 20 minutes with no resolution. I finally told them to get back to me as I couldn't dedicate any more time to this endeavor. Sorry Apple, but my family and job come first. ;)
 
Haven't heard back from Traci yet. Probably in some infinite loop with Apple customer service. I still can't through on the phone myself.

Tony
 
Well....here is my experience- called Apple Sales Support and spoke with a very helpful (as he can be) man who took all of my information and was online chatting with his supervisor trying to explain my problem.
Basically was told that Apple was aware of the problem and they are working to release the id's of those accounts. I was told to keep trying...

to which I replied that I had been trying for 5 hours now!!

I informed them that I would love to start clear, if I could just get my account cleared of the mysterious previous order, and I wanted to know when the ID's were released, how I could be guaranteed a delivery date of the 14th.
He said his supervisor told him to give it a "couple of more hours" and when it released, if the ship date didn't say the 14th to call back and they would adjust the date.
Who knows? I felt like this guy's hands were tied and I honestly don't know if they have an answer. Sounds like they are scrambling.
I will give it a couple of hours. It's noon here and then if it doesn't work, I will be calling sales support back. I don't know what else to do??
 
Tones2 said:
Probably in some infinite loop with Apple customer service. I still can't through on the phone myself.

Tony
Click to expand...
Was that supposed to be a pun? The HQ is at Infinite Loop. :p

On with another CSR right now and they acknowledge the issue and she said she has an email stating that there is nothing they can do until the system releases the ghost orders. No ETA on that either.
 
try ATT Updater app

Download ATT Updater app and go that route, see what it tells you. I couldn't place my order with Apple yesterday and downloaded the app and went in smoothly the first time.
 
traci said:
Well....here is my experience- called Apple Sales Support and spoke with a very helpful (as he can be) man who took all of my information and was online chatting with his supervisor trying to explain my problem.
Basically was told that Apple was aware of the problem and they are working to release the id's of those accounts. I was told to keep trying...

to which I replied that I had been trying for 5 hours now!!

I informed them that I would love to start clear, if I could just get my account cleared of the mysterious previous order, and I wanted to know when the ID's were released, how I could be guaranteed a delivery date of the 14th.
He said his supervisor told him to give it a "couple of more hours" and when it released, if the ship date didn't say the 14th to call back and they would adjust the date.
Who knows? I felt like this guy's hands were tied and I honestly don't know if they have an answer. Sounds like they are scrambling.
I will give it a couple of hours. It's noon here and then if it doesn't work, I will be calling sales support back. I don't know what else to do??
Click to expand...

That's somewhat good information. I'll keep trying then. Worst that could happen is that I have to wait at the store on Friday. I was prepared to kinda do that anyway before deciding to take the pre-order route.

Tony
 
Is this good??

2vx40m8.png
 
Minor update... different CSR (also feeling helpless) told me it is a waiting game to get the blocking issue resolved.

I specifically expressed my concern about supply and having delayed shipments due to now being on the backside of 1000s of orders. She was quite confident that Apple will not have a supply issue as they were well prepared. I noted that Apple may have been ready on a supply front but still fails on the order acquisition front (conveyed in my most respectful tone ;)).
 
At least we are all being told basically the same thing. I do hope they are right about the supply thing. I don't want to have to wait in line at the store.....dern...I thought getting up at 3 am this morning was so stinking smart of me...LOL....Now I'm just cranky and T I R E D! :eek:
 
traci said:
Now I'm just cranky and T I R E D! :eek:
Click to expand...

Copy that. I ended up with roughly 3.5 hours of interrupted sleep. It's always an experience.

Hope the wife appreciates this as this is for her line. Something tells me that she will be upset that I am cranky more than appreciative that I took one in the gonads from Apple on this one. ;)
 
just wanted to let everyone know that i too have had the same problem. but, i just now got in to place my order at apple.com so keep trying!
 
Success

My ghost order has been exercised!!!

Just completed the process and have an order number.
 
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