Visitor
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3 Messages
Order got canceled due to not verifying myself
Hello my iPhone 18 pro max got canceled cause they said that u have to verify myself with a photo id. I click on the email and it says reorder, it says in the email that I won’t get charged. I click reorder and it shows that I have $114 to pay for it again. In the email it says I won’t get charged for it. I have already paid for the order of the iPhone 18 pro max and it was $114. How do I verify my identity with my photo id? Why did it charge me again when I have already bought the phone. I have screenshots of me ordered it I have proof, please help me out!!!!
XfinityCliff
Official Employee
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723 Messages
14 hours ago
Hello @user_xi1jcj, and thank you for reaching out on our Xfinity Community forums!
I completely understand why seeing another $114 when you already placed the original order would be concerning. I’d want to make sure everything is clear before trying again as well.
Some Xfinity Mobile orders require additional identity verification. When that happens, you’ll receive a text or email with a secure link where you can upload photos of an accepted ID. The ID must match the account holder, and the verification needs to be completed within 72 hours of placing the order.
If the verification isn’t completed in time, the order is canceled and the order charge isn’t processed. Any pre-authorization hold is released within 2 to 10 business days, depending on your bank or card issuer.
You can also review the process here: Xfinity Mobile Identity Verification.
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