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robtadams's profile

2 Messages

Monday, January 1st, 2024 5:05 PM

ID Verification Text Contains No Link

I'm trying to order a phone/service upgrade. I received a text with no link:

"Hi, it's AT&T. We need to confirm you placed order # [redacted]. 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"

That's the entire contents of the text message, using Google Messages. I also tried with Samsung Messages, with same result. Trying the link from the email (via my phone) sends me to a browser page telling me the page isn't available. I've tried all 3 browsers on my phone, with the same result (after making sure all browsers have camera permissions)

Any idea why the link would be missing from the text message? I'm semi-homebound, so going to a store will be difficult.

Accepted Solution

2 Messages

5 months ago

As stated, I'm mostly homebound, so although going to a store isn't impossible, it's definitely not ideal. I finally just ordered the upgrade over the phone.

Community Support

 • 

232.1K Messages

5 months ago

We understand the importance of this order, @robtadams, and that's not the experience we wanted you to have with us.

 

If you didn't receive the ID verification link, or can't locate it, then you'll need to go into an AT&T store with your ID and account information to verify your identity.

We have a list of AT&T stores, which includes their operating hours, so you can find the closest location to verify your identification for this order.

Please let us know if you have any other questions.

Thank you for contacting AT&T Community & Forums,

Susan, AT&T Community Specialist

Community Support

 • 

232.1K Messages

5 months ago

Hi @robtadams, we understand that you’re having trouble uploading your ID documentation for your phone/service upgrade. It’s possible that the link is missing from the text message due to a technical issue. We're here to help.

 

Please log in to this link: http://sm.att.com/d69266eb and enter your order number and ZIP code. Then click on ‘View my order’. You can scan the QR code using your phone or tablet to complete the verification process.

 

We hope this information helps! Let us know if you have any other questions.

 

Thank you for visiting the AT&T Community Forums.

 

-Sia, AT&T Community Specialist.

 

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