How to fix the error "We couldn't verify your identity"

When you follow the steps to Add Pharmacy Access online, the personal details entered must match exactly what your local pharmacy store has saved in their system. If any data is incorrect (or duplicated across multiple pharmacy stores), you will see an error similar to what is shown below: 

• Account Creation Failed — Sorry, we couldn't verify your identity. You can try again in 24 hours. 
• Unable to add pharmacy access — We couldn't verify your identity. 

To troubleshoot the issue, follow the steps in this guide:

Part 1:

Refresh your device/account settings

1. Sign out of the Walmart.com website and Walmart app. 
2. Open a new private or incognito window in your web browser, or use a new browser that has not accessed Walmart.com before.
3. Go to your web browser's Settings/Preferences. 
4. Clear the browser cache and history. 

Add Pharmacy Access: 

1. Sign in to the Walmart Pharmacy website with your Walmart.com registered email.
   (Do not select "Create a new account".)
2. Click Add Pharmacy Access.
3. Enter your personal information exactly as it is saved at your local pharmacy store. 
   (To confirm your personal details on file, call your local pharmacy store.)
4. Click Continue and complete the verification process.
   (Do not exceed this step more than twice in 24 hours.)  

If the error persists, continue to Part 2 below:

Part 2:

Contact your local pharmacy store

1. Call your local Walmart Pharmacy store where you fill your medications.
2. Carefully confirm all info below is saved in the store's system to match what you enter online:
   1. first and last name
   2. date of birth
   3. phone number
   4. current address
   5. Walmart.com sign-in email
3. Confirm that the pharmacy has only one pharmacy profile created for you.    
   1. If more than one profile is found, the pharmacy must merge all profiles into one profile before you can move forward. 
      
4. Once your details are updated, repeat the steps in Part 1 above again. 

If the error persists, continue to Part 3 below.

Part 3:

Verify in person at your local store

1. Bring your photo ID to your local Walmart Pharmacy store.
2. Inform the pharmacy that you are "unable to add pharmacy access online due to an error".
3. Ask the pharmacy to "verify your ID in person" using their store system. 
   (If the pharmacy is unfamiliar with this request, kindly ask for help from the pharmacy manager.)
4. Show your photo ID so the pharmacy can locate your pharmacy profile in the store system. 
5. Confirm that the pharmacy has only one pharmacy profile created for you.
   1. If more than one profile is found, the pharmacy must merge all profiles into one profile before you can move forward. 
6. Carefully confirm all info below is saved in the store's system to match what you enter online:
   1. first and last name
   2. date of birth
   3. phone number
   4. address
   5. Walmart.com sign-in email (this email should be unique to your account and not shared with others)
7. Once your ID is verified in the pharmacy store system, you will receive an email with instructions.     
   1. Open the email from Walmart Pharmacy when you receive it. 
   2. Click the Get started button inside the email.
   3. Verify your personal details to complete verification.
   4. Once verification is complete, your pharmacy profile will be connected to your Walmart.com account. 

If you are unable to verify your ID at your pharmacy store, follow the steps in Part 4 below and contact Walmart customer care.

Part 4:

Contact customer care

1. Call 1-800-WALMART.
2. Select Option 1 on your phone keypad.
3. Say "Pharmacy account" after the automated voice prompt. 
4. Let the agent know you are "unable to Add Pharmacy Access online and at your local store".
5. Be ready to provide your personal account details and a valid Walmart Pharmacy Rx #.
6. If the issue is unable to be resolved remotely, the customer care agent can open a support case on your behalf for additional help.