Visitor
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1 Message
Verifying Identity
I was able to add and purchase a iPhone 18 Pro Max for my fiance. When I try to do the same for me it takes me to a verifying identity step where I need to put in my birthday and Social Security number. When completing this it pops up with a message stating it’s unable to verify it and to check my numbers but their 100% correct. Unsure why
XfinityJamesC
Official Employee
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3.2K Messages
8 hours ago
Greetings, @user_35ahpo! I hope your week has been treating you well. Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear you're having issues with your identity verification for this new order, but you have definitely come to the right place for assistance.
If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.
To send a Direct Message, please click on the “Direct Message” (speech bubble) icon in the top-right corner of the screen, then the "Start new conversation" (pencil and paper) icon. In the section, type or select "Xfinity Support" and type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session. You can see how to send us a direct message here, https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514.
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