Problems uploading ID for verification for new order

Hello KimA, we know how important it is to be able to have your order placed.

If you're unable to verify your ID online, you will need to visit a retail store near you with your ID to have it verified. Please let us know if there's anything else we can help you with.

Thank you for reaching out to the AT&T Community Forums.

Kristin, AT&T Community Specialist

I am having the same issue also and no one from the support team can help solve this issue. There should be a better process when telling customer to follow instructions but they don't work and then have to end up going into the store. My order got cancelled once and I was not notified and here I am again trying to get this completed before you all cancel it again. So Frustrating, I have identified myself with ALL of my information. This is a big hassle.

I finally just went into a local AT&T store and finished off my order there.  The man who helped me was very knowledgeable, kind and thorough.  I spent 15 minutes in the store, after spending hours trying to get it resolved online.

I just got the issue solved in about 5 mins. I was able to upload my ID online thru my mobile device. I informed the agent that their information/steps need to be a little clearer. I typed the info into my phone and it was so quick. I happy that you and I got our problem fixed. Have a great day!

Did you order online and then go to the store for the ID verification only? I’m having the exact same issue and don’t want to go to the store to do the entire process. If I can do the order online and then the ID verification in the store, that would be great. I have a trade-in offer that is only available online. 

I am also having this issue. Tried an agent but no help. There are no location near me. Maybe time to switch carriers if this is how they do customer support 

My 3rd try cancelled again. I can't get online offer in store and they can't verify my ID for online order or use my account. I have to create a new account for them and do the order over again... why??? Such a waste of time and no results, and no phone. Is there no other alternative to verify ID??? The system is quite flawed.

Of course, having to go to an ATT store is way more than a hassle if it involves driving 65 miles one way to do so.  And in my case, there was no indication on the website (or the currently inactive phone) that I would 'need' to copy and upload a government issued ID. 

When I tired to renew a pre-paid plan yesterday, the att.com website almost instantly said there was an 'error' - that my card had been denied and that I should contact my bank. I tried again in case I had mistyped the cc# (even though that should have resulted in 'invalid card #' error rather than a 'denied' error in a properly coded payment processor system).  I tried a third time with a different card, same result. I tried one last time with the original card. When I checked email, there were four transaction notifications from Chase bank. I called Chase bank, and they said they had not denied the charges ($318 each time), but that ATT's payment processor (VESTA) had reversed each charges approximately two minutes after making the charge, except for the fourth $318 charge which was (and still is) pending.

Additional info: My wife's daughter bought the phone for us a year ago a paid the plan the first year. When she gave us the phone, I updated the online account with my name and address (about a year ago).  We only use the phone when traveling, so didn't notice that the plan had expired until a couple days ago (it expired approx 10 days ago).  Of course, ATT provides no customer service on Sunday (though the answering carousel takes 15 minutes to mention that), so today I called ATT assuming they could get their system to accept my payment.  After finally getting to an actual person (approximately 45 minutes) it took another hour before anyone even started mentioning that I somehow needed to copy and send a government ID somewhere that they never specified.

ATT must be shedding customers like mad if they make it this hard to pay for a phone that is in my name/address using a credit card in my name/address!!! 

Could this be because the phone was a gift and that my wife's daughter paid the first year?  If so, ATT should hire better IT personnel, since it is apparently now impossible (or at least an extreme pain) to give someone phone service from ATT as a gift.  Also dangerous if the giftee is elderly as they are that much more likely to have a stroke while attempting to renew the plan.

FWIW, the European union and other countries have much stricter privacy laws that go so far as to forbid product and service vendors from requiring copies of official IDs. Even in the US most government agencies and security experts warn against giving out one's SSN or official ID (much less a photocopy!!!!!). 

ATT should let the banks handle fraud protection (they know how) rather than gratuitously demanding and collecting sensitive ID info (is ATT building a facial recognition database for sale?). The risk of identity theft or fraud only increases exponentially when ATT and other greedy corporations monetize their customer's privacy and security....