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Posts: 1
Registered: ‎09-22-2020

Can't associate an online order to my account

I placed a pre-order for the Xbox Series X console this morning. In the rush to get the order placed, I unknowingly placed the order without signing into my account and used a different email address than the one associated with my account.  I also forgot to enter my My Best Buy rewards ID on the order.


When I lookup the order status (via Find Guest Order), there is a link to associate the order to my account.  I follow those steps, but the order doesn't link to my existing account.


I tried online chat with customer service. They said that the problem was that there are mulitple accounts with my phone number and that the accounts needed to be merged.  I tried calling the toll-free number and gave up after 30 minutes on hold.  Can someone from Best Buy help???



Posts: 1,852
Topics: 92
Kudos: 299
Solutions: 99
Registered: ‎11-23-2018

Re: Can't associate an online order to my account

[ Edited ]

Hi, mikelu97, and welcome to our online community!


Thank you for contacting us on the forum for support. It makes me happy to hear that you're part of our My Best Buy program and can enjoy all of the perks and rewards that come with being a member. Of course, that means having your account in order at all times is very important. While you wouldn't be able to claim missing points on a pre-order until the order is fulfilled, it sounds like the order may be tied to another My Best Buy account under your name, as you mentioned. 


That being said, I'd like the chance to look into your accounts further and see what might be going on, and complete a merge if necessary. To start, please send me a private message including your full name, email, phone number, and order number. You can find the blue option to message me to the right of my name below.


All the best,

Allison|Social Media Specialist | Best Buy® Corporate
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