Unable to add pharmacy access ("We couldn't verify your identity")
Troubleshooting Guide
If you see an error when you try to Add Pharmacy Access, follow the guide below.
Part 1
Contact your local pharmacy store
- Call your local Walmart Pharmacy store (where you fill your medications).
- Confirm the pharmacy has all info below saved correctly in their store system:
- first and last name
- date of birth
- phone number
- address
- Walmart.com sign-in email
- Confirm that you only have one pharmacy profile created.
(Note: If you have additional profiles created at other Walmart pharmacy stores, they must be merged into one profile before verifying your account.)
Refresh your device/account settings
- Sign out of the Walmart.com website and Walmart app.
- Open a new web browser window in private/incognito mode.
(Or open a different browser you have not used with Walmart.com before.) - Open your web browser's Preferences/Settings.
- Clear the web browser cache and history.
- Sign in to the Walmart Pharmacy website with your registered email address.
(Note: Do not "Create a new account" instead.) - Click Add Pharmacy Access.
- Enter all personal details to match exactly as they are saved by your pharmacy store.
- Click Continue and complete the verification process.
(Note: Do not attempt online verification more than twice in 24 hours.)
Need more help?
If the error continues, follow Part 2 below.
Part 2
Verify in person at your local store
- Visit your local Walmart Pharmacy store with your photo ID.
- Share that you were instructed to Create an Online Pharmacy Account in person at the store.
(Note: If the pharmacy staff is unfamiliar with this process, ask for help from the pharmacy manager.) - Show your photo ID and confirm that the pharmacy has all details below saved correctly:
- first and last name
- date of birth
- phone number
- address
- Walmart.com sign-in email
- Confirm that you only have one pharmacy profile created.
(Note: Any additional profiles created by other stores must be merged into one profile.) - If the pharmacy is able to create your online account, you will receive an email with instructions.
- Open the email from Walmart Pharmacy when you receive it.
- Click the Get started button inside the email.
- Verify your personal details to complete verification.
- Once verification is complete, your pharmacy profile will be connected to your Walmart.com account.
Need more help?
If your pharmacy store is unable to create your online account, follow Part 3 below.
Part 3
Contact customer care
- Call 1-800-WALMART.
- Select Option 1 on your phone keypad.
- Say "Pharmacy account" after the automated voice prompt.
- Let the agent know you are "unable to Add Pharmacy Access online and at your local store".
- Be ready to provide your personal account details and a valid Walmart Pharmacy Rx # over the phone.