I see an 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 for "help verifying your Walmart Pharmacy account".
  5. Be ready to provide the following details over the phone:
    1. Walmart sign-in email
    2. Legal name (as shown on your photo ID)
    3. Date of birth
    4. Phone number
    5. Current address
    6. Walmart Pharmacy Rx number (found on your Rx bottle or package)
  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 pharmacist to validate your online pharmacy account at the store. 
  3. Show your photo ID to confirm your name and date of birth. 
  4. Provide your Walmart sign-in email.
  5. If the pharmacist is able to create your online account, you will receive an email with instructions to finish verification. 
  6. Check your email account and open the email from Walmart Pharmacy.
  7. Click the link in the email.
  8. Sign in to your Walmart account. 
  9. Verify your account details once more to verify your online account. 

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