For your protection, when an order is placed on your Xfinity Mobile account, we may ask you to provide some additional information to verify your order before it’s released.
Complete the order verification process
You'll be asked to complete the process in one of these ways:
- Over the phone.
- By text message or email, asking you to upload a photo of your ID.
Over the phone
If our Order Verification team contacts you by phone, you can complete over-the-phone verification.
By text message or email: Upload photo ID
If you're contacted by text message or email, asking for photos of your ID, follow the link in the text message or email to begin the verification process.
You may also receive an email that will allow you to resend the text message to the mobile phone number on file.
To verify your identity, we'll have you submit images of the front and back of your valid state-issued ID (U.S. only) or U.S., Canadian or Mexican driver's license. We also accept U.S., Canadian and Mexican passport books. Don't submit images of any military ID cards or Common Access Cards (CAC).
Please ensure the photos of your ID meet the following criteria:
- The name on the ID matches the account holder’s name only, not the name of a Manager, authorized user or someone else.
- The photos were taken in a well-lit area, making sure they are legible.
You'll take the images directly within the share site. The images you capture will only be used to verify your identity and the validity of your ID. Xfinity won't download these images, and our vendor will delete them from the system once we've finished processing your request.
Submit your documents within 72 hours
If we don’t receive the documents within 72 hours of placing the order, your order will be canceled. You’ll receive an email that the order has been canceled.
The order charge won't be processed. The pre-authorization hold will be released within two to 10 business days, as determined by your bank or credit institution.
What happens next
If you’re new to Xfinity Internet, we may hold your Xfinity Mobile shipment until your internet has been installed and activated. Once we verify that your internet activation is complete, we’ll finish processing your order and ship your device(s).
You’ll receive an email with the tracking number once your order ships.
Questions? Contact us
If you have any questions, feel free to give us a call at 1-844-963-0011 to speak to our Order Verification Team.