Carrier AT&T can’t verify zip and last four

mrjoeyjiffy

macrumors member
Original poster
Jun 19, 2009
92
30
Went online and did the activation, even called the terms and conditions number it says I’ve accepted them already. But when I try to actually go through the activation process on my new iPhone 11 pro Max it asks for billing zip and last 4 of account holders social. And it keeps saying it’s incorrect. I’ve tried my old billing zip codes, using the account pass code as my SSN, nothing works.

customer service is the one that told me I need to call and accept terms(this was before I had called and only did the activation online) so I hung up and did that and alas the automated system says I’ve already accepted terms. I’ve also tried activating via itunes and it gives me the same error
 

Rafterman

macrumors 68020
Apr 23, 2010
2,459
1,436
"AT&T was unable to verify your identity using the information you entered. It could be as simple as a typo. Please re-check your information and try again."

Did you get that mesage? I did. I am on hold with Apple, who is trying to contact AT&T. hat a mess.
 

Robejazz

macrumors member
Jun 14, 2013
52
7
PA
"AT&T was unable to verify your identity using the information you entered. It could be as simple as a typo. Please re-check your information and try again."

Did you get that mesage? I did. I am on hold with Apple, who is trying to contact AT&T. hat a mess.
Add me to the list... I am hoping it is just jammed servers
 

Psant

macrumors regular
Jun 12, 2010
170
0
Add me to the list. I tried a few too many times and I now have a lock on my account. I called AT&T and waited 45 minutes and they told me to call Apple. Calling them now. I just want to the lock lifted and clarification on whose last 4 of social they need - mine (authorized user) or the account holder
- - Post merged: - -

Also does anyone know if you can just take your old SIM and put it into the new phone?
 

Robejazz

macrumors member
Jun 14, 2013
52
7
PA
Yes, I am.... never had a problem before. I wonder if it’s a server thing ? I will investigate tomorrow. I’m not far from an Apple store so that may work. Thing is, there’s no place to verify this info.... att and Apple have my zip and it’s correct. But I dont see my ssn anywhere for me to verify they have the right one ... but as I said. I’ve never had an issue
 

Rafterman

macrumors 68020
Apr 23, 2010
2,459
1,436
Apple couldn't fix it. AT&T next level support couldn't fix it. Told me to go to an AT&T store tomorrow.
 

Psant

macrumors regular
Jun 12, 2010
170
0
Apple couldn't fix it. AT&T next level support couldn't fix it. Told me to go to an AT&T store tomorrow.
Put my old SIM in after trying three different sales reps and one Apple rep to figure out why activation was hanging or telling me that I had a lock on my account. It ended up working. For reference, use the account holders billing address and account holders last 4 of social
 

mrjoeyjiffy

macrumors member
Original poster
Jun 19, 2009
92
30
Used account holders billing and social still no dice spent 3 hours at att and 2 hours on the phone wth Apple completely ruined my day :( gonna try to exchange it tomorrow at Apple store
 

Rafterman

macrumors 68020
Apr 23, 2010
2,459
1,436
Used account holders billing and social still no dice spent 3 hours at att and 2 hours on the phone wth Apple completely ruined my day :( gonna try to exchange it tomorrow at Apple store
I doubt the phone is defective.
 

mrjoeyjiffy

macrumors member
Original poster
Jun 19, 2009
92
30
I have no reason to believe the phone is defective however it’s clear at this point that whatever numbers the system is expecting for zip and social are not the correct ones so I’m hoping that a new “order” will then ask for the right ones instead
 

Rafterman

macrumors 68020
Apr 23, 2010
2,459
1,436
I found an old thread with lots of users with the problem that, after 6 pages, the consensus was to get a replacement. But I can't get a Genius Bar appointment until Monday.

One solution that worked for a few was to use zeros: 00000 and 0000 in the zip/SSN fields and a few got that to work. Not me though.

So I will go to the AT&T store today and if that doesn't work, then Genius Bar on Monday.
 

mrjoeyjiffy

macrumors member
Original poster
Jun 19, 2009
92
30
I found an old thread with lots of users with the problem that, after 6 pages, the consensus was to get a replacement. But I can't get a Genius Bar appointment until Monday.

One solution that worked for a few was to use zeros: 00000 and 0000 in the zip/SSN fields and a few got that to work. Not me though.

So I will go to the AT&T store today and if that doesn't work, then Genius Bar on Monday.
Att can’t help my phone activated fine on atts end it’s apples activation process that has the error just FYI to save u a trip
 

mrjoeyjiffy

macrumors member
Original poster
Jun 19, 2009
92
30
I found an old thread with lots of users with the problem that, after 6 pages, the consensus was to get a replacement. But I can't get a Genius Bar appointment until Monday.

One solution that worked for a few was to use zeros: 00000 and 0000 in the zip/SSN fields and a few got that to work. Not me though.

So I will go to the AT&T store today and if that doesn't work, then Genius Bar on Monday.
I did try the all zeros with no luck, the tier 2 Apple support submitted something to their engineers last night and said they should get back to me today. If I don’t hear anything by 7:30 when I get off work I’m just gonna go to the Apple store and hope they can exchange it therefor bypassing the activation screen that comes from phones That were shipped
 

Robejazz

macrumors member
Jun 14, 2013
52
7
PA
I just returned mine and purchased a new one In store today. It was simple. Must me a glitch in the system that somehow a number got misentered. The return and new purchase were simple. I would suggest that to anyone that’s going through this.
 

mrjoeyjiffy

macrumors member
Original poster
Jun 19, 2009
92
30
Was planning on going to the Apple store after work but Apple called me and said their engineers got it fixed and they did! My phone is finally activated!
 
  • Like
Reactions: MrAperture

stadui

macrumors newbie
Sep 21, 2019
2
0
That's great! Did you have to do anything differently? Mine is still not working.
 

mrjoeyjiffy

macrumors member
Original poster
Jun 19, 2009
92
30
That's great! Did you have to do anything differently? Mine is still not working.
called 1800 myapple and they created a case for the engineers around 11 pm last night and they had it fixed by around 4 pm today, after they called and emailed me to tell me it was fixed i booted up the phone and it went thru the motions but then didnt even have that dumb screen asking for zip and SSN just activated like normal, call them and get a case going!
 

stadui

macrumors newbie
Sep 21, 2019
2
0
called 1800 myapple and they created a case for the engineers around 11 pm last night and they had it fixed by around 4 pm today, after they called and emailed me to tell me it was fixed i booted up the phone and it went thru the motions but then didnt even have that dumb screen asking for zip and SSN just activated like normal, call them and get a case going!
Thank you so much for your reply, I will try that. I was getting ready to order a new one 🙄
 

Rafterman

macrumors 68020
Apr 23, 2010
2,459
1,436
Unbelievable. My phone works, but now my Apple Watch won't activate with AT&T. F*** all this bulls***.
 

Rafterman

macrumors 68020
Apr 23, 2010
2,459
1,436
I replacef the watch and it worked.

I can't believe I ordered both the new iPhone and new Watch and they were both bad out of thr box.