Phone upgrade order confusion

[rg11]

I tried to pace an order for a new phone online.  I got to the last step, but when I submitted the order I got a message saying soemthing went wrong.  I did however receive an email from Fido that my order was being processed. 

When I called customer service, they told me there was no order, and I couldn't get a new phone because I'm on a BYOP plan, and need to change my plan first.  But now, if I try to change my plan online, it says I can't because I have a pending order.  Anyone know what's going on?

[FidoAnthonyZ]

Hello @rg11,

Welcome to the Community!

Did you try changing your plan with customer service?

Also, when you ordered your phone, did you have to change your plan at the time of the order?

Let us know!