Visitor
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1 Message
Unable to verify identity
when I get to the part where I have to enter my date of birth to confirm my identity I get an error message that says "unable to verify" and am re-directed to the assistance chatbot that doesn't have a prompt that covers identify verification issues. I tried calling the assistance phone number but I get stuck in circles because I don't have an existing plan with Xfinity--because I can't verify my birthday to get a plan. I have tried on two different browsers, cleared my cache, and triple-checked that I am entering my correct birthday in MM/DD/YYYY format. I have no idea where to move forward from here and would greatly appreciate assistance I’m just trying to finance on my new device
XfinityJeniece
Official Employee
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4.5K Messages
9 hours ago
Hey there, @user_jjvcwg, thanks for reaching out through Xfinity Forums regarding your account and identity. We would be happy to help with the order process. Can you please send us a direct message with your full name and your full address?
How to Send Us a Direct Message:
Click “Sign In” if necessary.
Click the “Direct Messaging” icon.
Click the “Start new conversation” (pencil and paper) icon.
In the “To:” line, type “Xfinity Support.”
As you type, a drop-down list will appear. Select “Xfinity Support” from that list.
An “Xfinity Support” graphic will replace the “To:” line.
Type your message in the text area near the bottom of the window.
Press Enter to send it.
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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