The Samsung Galaxy S24
ebonysweet26's profile

2 Messages

Saturday, August 19th, 2023 2:58 PM

Id verification link in email does not work

I am upgrading my phone and the emailed link doesn't work. It says "we cannot direct you to the requested web page at this time. Try again". The text that was sent said "Hi, it's AT&T. We need to confirm you placed order # 23-. Upload your driver's license, state ID, or passport from this device within 24 hours of placing your order. If we're unable to confirm your identity, we'll have to cancel it and your wireless plan change request. To upload your ID documentation, go to" with no info on where to go. I am bed bound and cannot physically go to a store that is why I chose to have it mailed to me. I have no idea on what else to do. I have never had an issue with receiving new or replacement phones before. All advise is welcome 

ACE - Sage


117K Messages

8 months ago

Unfortunately if they cannot verify ID online, the only opt is to do so in store.

You could authorize someone else on your account, and that person could make a purchase with proper ID for you.  

Alternately, purchase your phone somewhere else with a credit card and just buy it outright. You can purchase a phone at full price from Apple, Samsung, or Google, or Best buy or pretty much anyplace else without installments paid in full with a credit card

Community Support


231.2K Messages

8 months ago

Hello there,


We understand your situation, we're happy to assist you.


As @formerlyknownas mentioned, you will have to walk in to the AT&T store to complete the verification process, or you can authorize someone on your account to make a purchase for you instead.


Thank you for visiting AT&T Community Forums!

Kelly, AT&T Community Specialist


1 Message

6 months ago

This is a horribly useless process. The verification email I received has not worked when I've tried on multiple networks and devices.  As per the advice above, I went into the store to have them complete the verification process, and they stated that there was nothing they could do.  All they could do was cancel the order and place a new one in person while I was there.  This is HORRIBLE customer service, and a blatant attempt to force people into the stores for in person sales to try and get more products/services via sales people/process.  Stating that this is under the guise of security/validation is a complete joke considering the multiple layers of MFA that are in place with sms and email validation (and that's not even including the verbal PIN and validation of last 4SSN over the phone when you have to call in to be told that nothing can be done). 

2 Messages

6 months ago

@Ianmwalsh I agree. I have been with at&t since 1999 with phone service both landlines and mobile,  internet and cable service.  Their days are numbered with me. Nothig seems to work when its time for my upgrade so i can order and have it sent to me. In the store the price is different. Their Prices keep going up from unnecessary fees on my bill....I'm 😒 just tired of having to call or eat the cost. 

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