Verification issue

Hi, I’m trying to place an order for Xfinity Internet, but I keep getting stuck on the identity verification page.

After I enter my date of birth, it says: “Unable to verify your identity. Check your details and try again.”

The information I entered is correct, but the system still won’t let me continue to checkout. I’m an existing customer and this looks like a verification system issue.

I’d like to get this resolved without calling if possible

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XfinityVianney

Official Employee

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2.6K Messages

1 hour ago

mrplbread, thank you for reaching out and creating a new post. I see you are an existing customer attempting to place an order online. However, you get to a roadblock upon the verification page. If you are an existing customer, it may depend on your user role or profile. Are you the primary user or manager on the account? If you review your Xfinity profile, as you can read about here https://www.xfinity.com/support/articles/update-account-preferences, have you verified all your information, as well as the primary mobile number and email address?

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mrplbread

Visitor

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4 Messages

@XfinityVianney

Yes, I’m the primary user. My phone number and email are also set as primary and verified

All my information is correct

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1 hour ago

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XfinityAlyssaA

Official Employee

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2.6K Messages

Thank you for confirming that you’re the primary user and that your information is correct, @mrplbread —we appreciate it. Have you tried clearing your cache and cookies or using an alternate web browser?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

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1 hour ago

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mrplbread

Visitor

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4 Messages

@XfinityAlyssaA

Yes, I’ve tried multiple times. I tried two browsers on my phone, two browsers on my laptop, and one browser on my PC, but I keep getting the same identity verification error every time

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1 hour ago

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XfinityAlyssaA

Official Employee

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2.6K Messages

Thank you for confirming that you’ve tried those troubleshooting steps @mrplbread —we appreciate it. Our team would be happy to see if we can assist with placing the order. To get started, please send us a Direct Message with your name and the service address associated with the account.

To send a "Direct Message" ("Private") message:

Click "Sign In" if necessary

Click the "Direct Message chat" icon
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

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1 hour ago

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mrplbread

Visitor

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4 Messages

I sent you name and address

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1 hour ago

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Sign-In and Account Management

mrplbread

Verification issue

XfinityVianney

mrplbread

XfinityAlyssaA

mrplbread

XfinityAlyssaA

mrplbread

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