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Help & Customer Service

# About Account Verification

If your shipping address doesn't match the billing address on file with your wireless service provider, Amazon may ask for confirmation of your upgrade or your request to add a line. This extra measure helps us protect the security of your account.

## Receiving Your Verification Code

If you need to verify your account information, we'll let you know during the checkout process. To receive a verification code (PIN) via text, click Send. If you'd prefer to hear your verification code, click Call me now to receive a phone call.

## Text Message Verification (SMS)

Amazon can send your account security verification code via text message. You'll generally receive the code within a few seconds; however, it could take up to 10 minutes to receive the text.

If you're adding a line to your account, the primary account holder will receive a text message. For upgrades, the line being upgraded will receive the text message. You'll have two attempts to enter the verification code correctly before being locked out of the system for 30 minutes.

## Voice Call Verification

We also offer voice call verification. If you choose this option, you'll receive a call on your existing phone on the account and be asked to enter the verification code shown on your computer screen. You'll have one attempt to enter the code correctly before being locked out of the system for 30 minutes.

## Troubleshooting

If you don't receive the verification code, verify that the information is being sent to the correct phone number. If you're adding a line, the account verification code must be sent to the primary account holder. If you are upgrading a line, make sure that you are using the line you intend to upgrade. Verify that the number can receive text messages. If you cannot receive text messages or would prefer a call, request the voice call verification by clicking Call me now

If you still haven't received the code, wait at least 60 seconds after first clicking the button; then click Send again.

If you're still unable to receive the code, try clearing your cache and cookies and restarting your browser. If this doesn't work, you'll need to select the shipping address that matches the billing address of record on your account with the service provider.

## Code Not Accepted

If you've received the code but are receiving an error on the site, try submitting the code again. You have two attempts with text message verification and one attempt with voice call verification. To receive a new code, wait at least 60 seconds from when you first requested the text or call; then click Send or Call me now.

## Locked Out of Site

If too many attempts are made, you'll be temporarily locked out of the process. Please wait 30 minutes and try again. If problems persist, please contact us.

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