Unable to verify identity when adding included Xfinity Mobile line

Question

I’m an Xfinity Internet customer and my plan includes one free Xfinity Mobile line. When I try to add the line, the website says 'Unable to verify your identity' after I enter my SSN and date of birth. Both are correct, and my SSN was issued very recently. I already tried chat and text support, but both redirected me back to the website. Could an Xfinity employee help me with an alternate or manual identity verification method?

XfinityEricB · Answer

user_ars454 Thanks for reaching out to us for assistance with setting up mobile service, but having an issue with the identity check portion. We don't have another method on this platform to use other than what you would use online when ordering mobile. You could try in a store as you are in person, but their system would likely get the same error when putting in the SSN. How recently has it been since you got the number issued to you?

Plan

user_ars454

Unable to verify identity when adding included Xfinity Mobile line

XfinityEricB

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