Visitor
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1 Message
Cannot Verify Identity
I keep getting texts and emails warning me to verify my identity. I can upload the front of my drivers license, but it will not capture the back. I have tried on multiple devices. Does anybody have a trick to get this to work? Customer support wants to cancel my order and redo it, but won’t that just have me getting the same emails and texts tomorrow for the new order?
XfinityAntoine
Official Employee
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1.4K Messages
3 years ago
Hey @user_6a7cc4. Thank you for taking the time to reach out and being part of the Xfinity family. What are you trying to do exactly? Why does your identity need to be verified?
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user_5a77e5
Visitor
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6 Messages
3 years ago
I am frustrated with this as well. Multiple companies want to verify your identity through a phone number. I can send you a screenshot as an example of the message I received tonight. But here’s the message:
We couldn't match the data from your
mobile provider to your info we have on file.
This is common and could be because:
• The number is not registered to your
name.
• The number is not a US based number.
• The billing address does not match what
we expected.
• The number is billed to someone else.
• The number is a VOIP or WIFI based
service.
I’ve gotten this on multiple accounts.
(edited)
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