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1 Message

Monday, December 7th, 2020 12:48 AM

Order to add a line keeps getting cancelled - chat no help

I have an account with 5 lines, and want to add a sixth line with a phone.  My order is completed online but keeps getting rejected.  The message is that they can't 'verify' me.   I've had this account for 10 years and pay over $3,000 per year to support these phones.  The chat folks say they don't have access to why my order can't be verified and completed and that I should visit a local retail location.  That is unacceptable, as I am at high risk with Covid, and am strictly isolating until vaccines are available.   I have a perfect payment record, and there is no reason I shouldn't be able to add a line and a phone to this account without going to a store.   If ATT offers online sales I should be able to complete the sale (or if they 'can't ' verify me, someone should tell me what extra information they need), but I've hit s dead end.   And all this over buying a $62 flip phone and new line for a senior citizen relative, on my own account.   I spent over an hour on Chat with them only repeating I had to go to a store, couldn't buy this online.   Very frustrated.   Makes me want to move all my lines somewhere else.   Where I can use the online facilities appropriately.

Community Support


221.4K Messages

3 years ago

Hello @mbox2900,


We'd like to look into why you aren't able to place a online order.


The error message you received mean that we weren't able to identify your identity while trying to process your order. 


We're sorry this issue occurred.


You will need to place your order in stores in order to not received the same error.


If you ever have any other questions or concerns in the future, feel free to reach back out as we are always here to help!


Jonye, AT&T Community Specialist

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