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Posts: 1
Registered: ‎05-04-2016

Unable to verify information error



I was hoping to get some help with a recent error I've been getting when trying to make a purchase. When I've recently went to make one, the order seems to go through, but I get an email later saying that my information couldn't be verified, so the order was canceled. I was able to make a purchase as recently as a couple of weeks ago, so it's a pretty recent problem. Thanks for any help. 

Posts: 1,718
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Registered: ‎10-19-2017

Re: Unable to verify information error

Hi kstump93,

Thank you so much for reaching out to us on the forum and joining our community.  I’m so sorry that you’re having issues making an online order.  It is so frustrating when everything is just going swimmingly and then all of a sudden orders stop working.  I’ve had that happen to me and it was just so baffling! 

There can be a lot of reasons why an order may cancel after you place it online.  Verification is something that it very important to make sure everything is great before we will allow an order to go through.  One of the common things that can cause an order not to verify is when the name or address on an order does not match the form of payment. Sometimes, there could also be an error on the side of a credit card company which we would not be able to see from our end.  Calling your credit card company to make sure that they do not have an error would be a great place to start if you have not already checked with them.

If you’ve checked with your credit card company and you are still having issues placing orders, please send me the order numbers that have canceled, your phone number, and your billing address. I’ll be able to use that information to look into the situation further.  Send that information in a private message by clicking on the blue “private message” button in my signature. 

Thank you, again, for taking the time to reach out to us.  I look forward to hearing from you.

Kayla|Social Media Specialist | Best Buy® Corporate
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