Placed new order, not an upgrade

From the limited information in your post, it sounds like you’ve ordered a new phone @Nicola Louise Robinson.

Upgrades only appear when you’re in the last 60-days of your existing iD contract / plan.

If you eligible for an upgrade, you need to order your upgrade through the iD app, or your iD My Account online, when you are signed-in. If you don’t sign-in, it won’t be an upgrade.

If you need to cancel your order, the “How do I cancel or return my order?” community article tells you what to do.

Hi @Nicola Louise Robinson 

I’d agree with @andewhite here, it sounds like you haven’t upgraded but have ordered a new plan entirely!

I’d recommend the article linked above titled “How do I cancel or return my order?”

Tom