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WoodstockNB's profile

New Member

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6 Messages

Sunday, March 19th, 2023 7:26 PM

Order phone for pickup in different state

I am trying to order a phone for my son who goes to school in a different state.  After I place the order, it sends an e-mail asking for verification of identity.  The e-mail has a "tap here" to supposedly take you to a link to upload your license.  The "tap here" has not link associated with it - it is merely text with no hyperlink.  I spent over an hour on Friday night on the phone with ATT reps trying to get this resolved.  Finally I got transferred to someone who was able to text me the link to upload my license.  So after getting it uploaded, I was denied verification.  So I assumed it was because I was shipping it to a different address from my billing address.  So the order automatically got cancelled after 24 hours.  Then today I tried ordering it again but having it sent to the ATT store in Michigan.  Same thig happened.  I received the email asking me to verify my identity with a "tap here" that has no hyperlink.  So I  went to my local ATT store to see if they could verify my identity.  They had no idea how to go about it.  Finally they said my son just needed to go to the store and show them his ID as he is an authorized user on my account.  But the order won't go through without the verification and we can't get to the verification without a working link.  And after my experience Friday night, I assume the verification will be denied again because of the difference in location.  I can't seem to get anybody who knows how to get this order to go through.

Accepted Solution

Official Solution

ACE - Expert

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35.5K Messages

1 year ago

Yes, because of so many people placing fraudulent orders and shipping them somewhere else so that the supposed buyer never sees them, AT&T no longer allows you to ship the phones anywhere other than your address on file.  Thus, you cannot drop ship the phones directly to your son.  Either you'll have to ship it to your home and then forward the phone to him, or (as was suggested) have him travel to a store near him and purchase the phone at the store.

(edited)

New Member

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6 Messages

1 year ago

Thank you for your reply!  I wish they had just said that from the start and it would have saved me hours of frustration.

Community Support

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232.1K Messages

1 year ago

We're here to assist your cancelled order WoodstockNB.

 

We know how frustrating this can be. Please visit our nearest AT&T store and place the order there. Once you place the order at the store one of the associate will be able to assist you with verifying your account. 

 

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

 

Marilyn, AT&T Community Specialist

New Member

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6 Messages

1 year ago

I ended up reordering the phone and having it sent to me at the address that matches my billing info.  It again wants to confirm my identity and sent the same e-mail with the "tap here" that has no hyperlink associated with it.  How can I confirm my identity if I don't have a link to do it? 

Here is a copy of the e-mail.  Notice there is no hyperlink associated with the "tap here" like there is with the "Find a store":

"To get things back on track, let's confirm that this order came from you. First, let's upload your identification. Simply tap here from your smartphone or tablet and follow the prompts. Be sure to have your driver's license, state ID, or passport handy.

You have 24 hours to upload your identification from the time you submitted your order. If we don't hear from you within that window, we'll have to cancel your order. If that happens, simply take valid identification to an AT&T store and we'll help you place a new order. Find a store"

Community Support

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232.1K Messages

1 year ago

Thank you for replying to us @WoodstockNB.

 

In the message that was sent is there anyway that you can copy the URL and paste it in your browser? Once you copy the URL you should be able to upload your ID. 

 

Let us know if this helps.

 

Marilyn, AT&T Community Specialist

New Member

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6 Messages

1 year ago

There is no URL to copy.  As in the part of the e-mail I copied in my last post, there is just text "tap here".  There is no hyperlink so no url to use.

Community Support

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232.1K Messages

1 year ago

We know how inconvenient this can be WoodstockNB.

 

Unfortunately, you will have to go to an AT&T retail store for further assistance with verifying your order. My apologies for any inconvenience. 

 

Marilyn, AT&T Community Specialist

New Member

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6 Messages

1 year ago

Can you at least let someone in the company know that the ATT e-mails for verification are going out without links so that other people don't have to go through this.  I have spent over an hour on the phone, attempted 3 orders and this will be my 2nd trip to the ATT store.  Completely unacceptable!

New Member

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6 Messages

1 year ago

So I went to the store to have them verify my identity.  They do not have that ability.  So we cancelled the order so that we could place the order directly through them.  When he entered the order, he was not able to get the $150  one-time billing credit with upgrade on an installment plan.  He said that it must be an internet order offer and he is not able to apply it on an in-store order.  So now I am what do you suggest?  I can't place an on-line order as I am the verification of identity process does not work and I can't place the order in the store as I will lose the $150 credit.

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