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

Responses

Oldest First

Selected Oldest First

XfinityVianney

Official Employee

•

2.6K Messages

3 hours 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?

5

0

Sign-In and Account Management

mrplbread

Verification issue

XfinityVianney

New to the Community?