AT&T was unable to verify your identity using the information you entered.

[Versed]

The 6+ I pre-ordered from apple.com didn't activate on AT&T either. It was an upgrade for an existing line that was shipped to the billing address of the account. I have not changed any billing info since the account was opened over a decade ago.

The AT&T online activation page tells me:
ACT027: We apologize for the inconvenience but the information you entered does not match our records. Please re-enter your wireless phone number, ZIP code or Tax ID (if applicable) and try again.

Calling in to the automated activation phone number doesn't work either.

The iPhone did activate successfully (shows as activated when I look up its warranty status on apple), but I cannot make phone calls with it, although it does show the AT&T network. When I put in the old SIM, which hasn't been deactivated yet thankfully, it works all right.

 

[CrackerJackToy]

The 6+ I pre-ordered from apple.com didn't activate on AT&T either. It was an upgrade for an existing line that was shipped to the billing address of the account. I have not changed any billing info since the account was opened over a decade ago.

The AT&T online activation page tells me:
ACT027: We apologize for the inconvenience but the information you entered does not match our records. Please re-enter your wireless phone number, ZIP code or Tax ID (if applicable) and try again.

Calling in to the automated activation phone number doesn't work either.

The iPhone did activate successfully (shows as activated when I look up its warranty status on apple), but I cannot make phone calls with it, although it does show the AT&T network. When I put in the old SIM, which hasn't been deactivated yet thankfully, it works all right.

Use the old sim then. I don't think you will have any issues. If you really want to use the new sim, you can try calling the AT&T activation line. 866.895.1099

 

[Grapho]

Just got back from the Apple Store. If there is one nearby you, you should go there. They have ATT reps helping with customer service.

So, from my previous post, one of the Apple store managers basically said "STI is having issues. You're just going to have to wait it out".

The ATT reps helping me weren't satisfied with that answer. So they call Apple Escalation and got in touch with a Senior Apple Care agent. This took about an hour and a half. Meanwhile, another ATT rep found the other store manager that was working and tried to get his help.

The Senior Apple Care agent on the phone called the Apple Store I was at and authorized a phone swap, believing that would 100% correct the issue. She was right. A technician at the Apple store swapped my phone out. I didn't have to put in my zip code or SSN or anything. I'm currently restoring my phone from a back up.

Fixed. Hope this helps you guys too!

Did you have to make an appointment? Or did you just show up in the store.

 

[Rshort]

Problem Solved. This post solved it. My daughter ordered the phone for me. The solution was HER zip and the last four of my social. The correct info on my VZ account is my ZIP and social, but since she ordered it Apple was using her ZIP to verify.

 

[CrackerJackToy]

Problem Solved. This post solved it. My daughter ordered the phone for me. The solution was HER zip and the last four of my social. The correct info on my VZ account is my ZIP and social, but since she ordered it Apple was using her ZIP to verify.

That's good you resolved your case. But the majority of us here ordered from our own zip code, without an address change of any kind.

 

[wats]

I'm gonna try the apple store today. Ive had NO PHONE access for the PAST 36 hours. I'm furious, my phone is used for my business they could have at least told me that I can put the NEW sim back into my original iphone 5. Unbelievable, you would never see this kind of thing happen before from Apple

 

[Grapho]

Has anybody gotten this resolved?

I am just wondering if anybody has gotten this solved by Apple remotely with out having to go to the Apple store and fight to get the phone swapped.
I am being informed that engineers from the back end are already altered to my case, and according to the iOS senior advisor, that I am set in a list to get my info sorted so that I can get this thing activated. My problem with this is that I have yet to hear from somebody that has gotten this fixed in this way without swapping the phone. I have been dealing with this since Friday.

 

[CrackerJackToy]

I am just wondering if anybody has gotten this solved by Apple remotely with out having to go to the Apple store and fight to get the phone swapped.
I am being informed that engineers from the back end are already altered to my case, and according to the iOS senior advisor, that I am set in a list to get my info sorted so that I can get this thing activated. My problem with this is that I have yet to hear from somebody that has gotten this fixed in this way without swapping the phone. I have been dealing with this since Friday.

Me too. No one as of yet has gotten this rectified without swapping their phone. I too have a case with the engineers. (Set up last night at 10:30pm central time) My senior advisor read this thread here and saw all the issues we are having. I will be in contact with him today and I will be sure to update everyone.

 

[guitarspin11]

Correct. There are a lot of teams concerned about this.

Apple considers this issue to be the highest level priority if you bring the device to an Apple Store. They will immediately swap the phone for a new one (NOT a retail unit, but a "Service Part," which is allotted to every store for these exact kinds of situations) The Service Part comes in an padded envelope or plain box.

I'm still following up on my case though, and if I hear anything I'll pass it along.

 

[55shake]

I'm just back from the Apple Store.
They had no appointments available but I went anyway and I think they realized I was about to lose my ***** cause they took me in immediately and after a couple of troubleshoots they called AT&T and found that the serial number on the phone was one number off from the serial number AT&T had in their records, thus they couldn't verify the phone.

They gave me a brand new phone and it worked immediately.

If you have the time to go there, I would. I was very happy with the speed and service. Hope you all get your phones working soon!

 

[Zeiram]

Long time forum browser, but I finally signed up today to comment on this.

After getting the runaround from both Apple and AT&T about who is at fault for the activation, I made a Genius Bar appointment, and got my phone exchanged with one of the service phones. The phone activated just fine after the Genius swapped SIMs between the phones.

After 35 hours waiting for activation, I had enough. I was not interested in waiting 24 hours for some Service Engineer to reply to the Level 2 support person. The SIM card was active all that time, confirmed on my iPhone 5, but I felt I had to wait just in case the activation came through on my iPhone 6+.

For those of you who can, I'd highly recommend going to the Apple Store and getting a replacement. Don't enable "bad" behavior by waiting for them to sort this out. IMHO, people should send a message to them that they should be more proactive in this instance.

 

[richpuer]

I'm at an Apple Store now waiting to see what they say. I told them DOA and at least I didn't have to wait in line to see someone.

 

[xraydoc]

for those of you who've had phones replaced, what model/color/capacity was it?

 

[richpuer]

Update: they are returning my order, refunding me, then I rebuy the new unit. I'm getting a retail box unit, no service unit.

Waiting for the procedure to complete and will post here again

 

[Carla748]

I just returned back home from visiting the Apple Store 10 minutes away from me. After explaining all of my problems activating my phone they gave me a new Iphone 6 plus from inventory and it is now working!!! They had to return the other iPhone and repurchase the new one verifying with ATT - but now I have a working phone.

I wish I had done this on Friday when I couldn't activate my phone instead of wasting 2 days with Apple on the phone. I believe there is a problem with some of the phones!

 

[xraydoc]

I just returned back home from visiting the Apple Store 10 minutes away from me. After explaining all of my problems activating my phone they gave me a new Iphone 6 plus from inventory and it is now working!!! They had to return the other iPhone and repurchase the new one verifying with ATT - but now I have a working phone.

I wish I had done this on Friday when I couldn't activate my phone instead of wasting 2 days with Apple on the phone. I believe there is a problem with some of the phones!

I'm surprised that there is any unsold inventory at all!

 

[prognostic]

I just returned back home from visiting the Apple Store 10 minutes away from me. After explaining all of my problems activating my phone they gave me a new Iphone 6 plus from inventory and it is now working!!! They had to return the other iPhone and repurchase the new one verifying with ATT - but now I have a working phone.

I wish I had done this on Friday when I couldn't activate my phone instead of wasting 2 days with Apple on the phone. I believe there is a problem with some of the phones!

Likewise, I caved and went into the Apple store at the Vegas Fashion Show Mall and explained what was going on. Of course, after getting passed the initial goons, finally found someone with a brain who acknowledged the problem (although no one had seen this issue yet). Problem was...no phones...no new phones anyway (white box). Luckily Forum Shops Apple Store had a replacement for 128gb black iPhone 6 and I was able to swap it no problem. New phone activated without issue.

Good luck.

 

[wats]

Dear fellow apple fans make your life easier go to the Apple Store . Don't make small talk . Tell them you already talked to senior advisor , your SIM card works just swap my phone . They swapped mine out and I'm good to go! Good luck to everyone hope they will have a replacement when you head to Apple Store. There is usually a lot of people working ESP the release of the iPhone this weekend. There will be a lot of techs to help you out. Hope this was useful information for you guys !

 

[CrackerJackToy]

I'm just back from the Apple Store.
They had no appointments available but I went anyway and I think they realized I was about to lose my ***** cause they took me in immediately and after a couple of troubleshoots they called AT&T and found that the serial number on the phone was one number off from the serial number AT&T had in their records, thus they couldn't verify the phone.

They gave me a brand new phone and it worked immediately.

If you have the time to go there, I would. I was very happy with the speed and service. Hope you all get your phones working soon!

I wonder if this is the issue we all are experiencing. If the serial number is one digit off, this could explain why 'Att can't verify our information'.

----------

The closest apple store is 3 hours away. That just isn't an option for me. I reaaaaaally would prefer a expedited overnight replacement from apple.

 

[richpuer]

So returned problem phone, bought new one, activated in Apple Store, problem solved and didn't have to wait in line. Apparently Apple does take DOA seriously

 

[Hornet9988]

Same issue

So from what I gather here, the solution is to swap out phones? Are you getting the same model back? I'm having this issue with VZW, not ATT but it's the same message.... I wonder if it is because I had the phone shipped to a different address than my VZW billing address. This is a weird problem that shouldn't be this difficult to get around

 

[richpuer]

So from what I gather here, the solution is to swap out phones? Are you getting the same model back? I'm having this issue with VZW, not ATT but it's the same message.... I wonder if it is because I had the phone shipped to a different address than my VZW billing address. This is a weird problem that shouldn't be this difficult to get around

My billing and shipping was the same. No changes were ever made

 

[iososx]

I'm sure their servers are overloaded. Happens every year.

Anyone else having this issue? I can't solve this !!

I got the error message five times, the sixth try no problems, Apple sells more phones than can be kept up with. Keep trying you'll be fine.

 

[guitarspin11]

A few quick things to note once again:

1) yes, you'll get a replacement phone in the same color and storage. These are brand new phones, but are put aside as service parts
2) there are those in the know about this that are acknowledging the issue and will swap your phone on the spot
3) the process took about 45 minutes, and these phones will be sent directly to Apple's engineering team
4) this is the only confirmed and viable option for getting a phone that will activate. There is no other option at this point. Save yourself the trouble if an Apple Store is in a reasonable distance.

 

[wats]

I was in an out in 15 min. Just jump straight to the point, I NEED to replace this phone. Activation issue I talked to senior advisor already and my SIM CARD is WORKING. I'm happy Apple didnt ask much questions and just said I feel you man, and just did it. Good luck fellas!