Question

Not able to place order online

  • 18 March 2023
  • 6 replies
  • 804 views
A
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Everytime I try to place an order on the website, I get this message after entering payment and shipping details:

Please call us or visit a store to complete your order.

Your security is important to us. Unfortunately, we weren't able to verify your identity and can't complete your order online. Our award-winning Mobile Experts are ready to assist you. Please call us or visit a store to continue.

 

I don’t want to spend 2 hours over call or at the store for something as simple as placing an order to add a line or get a device.

6 replies

F
Rank
Userlevel 7
Badge +16

Anyone ever figure this out? T-mobile’s customer service has fallen off a cliff. I am just going to switch my carrier after being a customer for over 10+ years. I’ve been trying to order a phone for over a week now and there’s no way to do it. Different cards, chat, phone, nothing works, its unbelievable.

you should just switch..how dare they try to make sure you are in fact you trying to order a phone..the gull of them right?

***I like many others come onto this site for assistance and to help others. Marking a reply as helpful or correct helps others with like issues when they try to search the site for assistance. I do not work for Tmobile and my suggestions and or opinions are my own**.~~~~ The site here is primarily peer to peer with some TMO moderation to keep the site in order..They do not have account access..The prefered method would be to contact TMO through either calling in (tier 1 support) or by contacting them through either Facebook/Twitter (tier 2 support)**~~~~
N

Anyone ever figure this out? T-mobile’s customer service has fallen off a cliff. I am just going to switch my carrier after being a customer for over 10+ years. I’ve been trying to order a phone for over a week now and there’s no way to do it. Different cards, chat, phone, nothing works, its unbelievable.

T

Everytime I try to place an order on the website, I get this message after entering payment and shipping details:

Please call us or visit a store to complete your order.

Your security is important to us. Unfortunately, we weren't able to verify your identity and can't complete your order online. Our award-winning Mobile Experts are ready to assist you. Please call us or visit a store to continue.

 

I don’t want to spend 2 hours over call or at the store for something as simple as placing an order to add a line or get a device.

I’m having this issue, when I called they said I should just place it over the phone and when I did that the order did not go through and they blamed my bank, called bank there’s is no issue. Tried again, they said I have to go to a store. This should not be this difficult, I just want to buy online. Did you ever figure out what happened?

gramps28
Rank
Userlevel 7
Badge +14

If you're close to a Best Buy go there to upgrade, it's usually cheaper and no upgrade fees and you can still pay with  EIP on your Tmobile account.

A
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I get that the reason is stated there, but when I ask customer care about why my identity cannot be verified and what can be done to get rid of this error everytime, they don't have any answer. They always say everything on the account looks good.

R
Userlevel 4
Badge +5

 

Please call us or visit a store to complete your order.

Your security is important to us. Unfortunately, we weren't able to verify your identity and can't complete your order online. Our award-winning Mobile Experts are ready to assist you. Please call us or visit a store to continue.

 

Their reason is clearly stated here.

 

Today Is The Tomorrow That You Worried About Yesterday

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