Troubleshoot error: "We couldn't verify your identity"

If you receive an error message while trying to verify your online pharmacy account, follow the troubleshooting guide below. 

Error: "Sorry...We couldn't verify your identity with the information you provided."

Error"Account Creation Failed. Sorry, we couldn't verify your identity. You can try again in 24 hours."

Troubleshooting instructions:

Step 1: Review your personal info

All personal info entered must match local pharmacy records (and credit bureau reporting).

  1. Review and correct any mismatched personal info.
  2. Try the verification process 1 more time.
    (To prevent account locking, do not attempt more than twice in 24 hours.)
  3. If the error continues, follow Step 2 below.

Step 2: 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. Ask the agent for "help creating your online pharmacy account".
  5. Provide the following info:
    1. Legal name (as shown on your photo ID).
    2. Walmart sign-in email.
    3. Phone number.
    4. Current address (and previous address). 
    5. Rx # (from your Walmart Pharmacy prescription label). 
  6. If the error continues, follow step 3 below. You will need to verify in person at your local store. 

Step 3: Verify in person at your local store

  1. Visit your local Walmart Pharmacy store.
  2. Ask the pharmacy to "verify your identity" with the "Online Pharmacy" button in their store system.
  3. Confirm that you already completed online troubleshooting and phone support. 
  4. Show your photo ID to confirm your name and date of birth. 
  5. Provide your Walmart sign-in email.
  6. When prompted, sign the signature pad to confirm your sign-in email. 
  7. You should now receive an email with instructions to finish verification.
  8. Check your email account and open the email from Walmart Pharmacy.
  9. Click the link in the email.
  10. Sign in to your Walmart account. 
  11. Create a PIN number (remember this for future sign-in).

If the error continues after visiting your local pharmacy store:

  • Ask your pharmacy store to open a case with their Field Support team for technical help. 

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