Canceled Orders: Unable to Verify Information

Since July 12, I have been having an issue with my online orders at Best Buy being canceled. A few minutes after I place an order I would receive an e-mail stating that my order was canceled, because Best Buy was unable to verify my information. This has become very frustrating and annoying not being able to order anything online at Best Buy after three weeks. So far, I have contacted customer service four times on this issue and they have yet to resolve this issue. The first time I called customer service the agent told me it was an issue with the credit card. Even though, I explained to them that I was able to use the same card everywhere else in this same time period, including a Best Buy store, without an issue. I even called the credit card company to make sure there was nothing wrong with the credit card. The credit card company could see the temporary charges from Best Buy for the canceled orders. The agent stated that they would have the back office team look at the issue. After not hearing from anyone I sent an e-mail to customer service. The agent replied back with really no information on what was going on, just that they have sent my concerns to Best Buy's local team for further investigation. Again, after not hearing from anyone I placed another call to customer service. While this agent tried everything they could, both the agent and their supervisor did not have any idea what was wrong. The agent stated that they would send my issue to the verification team. After two weeks of having orders canceled I sent another e-mail to customer service about this issue. The response back from customer service was that there doesn't appear to be a problem with the shipping address, so it's likely that Best Buy was not able to validate all the information on the order. The agent recommend trying to purchase the products from my local store and not online. I am annoyed that the agent would suggest this as both of the local stores are about an hour away from me and both local stores are smaller stores that do not carry everything. This is why I order online, so that I don't have to make this drive every time that I want to shop at Best Buy. After three frustrating weeks of trying to have this issue resolved I am hoping posting it in this form will get this issue solved for me. As I see in the form that other customers are having or had the same issue. I just cannot understand what information Best Buy cannot verify. If the credit card is being charged then the credit card information and the billing information is correct, or there would not be temporary charges on the credit card for the canceled orders. The last agent stated that there was no issue with the shipping address, the same shipping address that has been used for 10+ years on hundreds of online orders from Best Buy. So, what does that leave for Best Buy not to be able to verify? Is Best Buy trying to tell me that they no longer want this elite member to shop online at Best Buy anymore?

Hello cwb8,
Shopping on BestBuy.com should be enjoyable and not fraught with the kind of difficulties that you have described. Certainly creating aggravation was never our goal and I apologize that this appears to have been your experience.
Using the information you provided when you signed up for Best Buy Unboxed, I was able to locate your cancelled orders and have requested more information about your situation from my partners at BestBuy.com. I regret that I must impose upon your patience in the interim, but as soon as I have more details for you I will reply again to your message.
I'm very grateful that you brought your situation to our attention.
Sincerely,

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Order Canceled: unable to verify information

Placed a $30 order last week. Cancelled immediately "unable to verify information" after getting the order confirmation. Spent 45 minutes on the phone to be told, "I don't know." Shipping and Billing info are correct. The same credit card seems to work just fine on Amazon with the same shipping and billing information. Anywho, I let it slide, bought the stuff I needed from Amazon (with the same card and info) and waited on the transaction to cancel from Best Buy so I could get my rewards back.
Yesterday, bought a Nest thermostat for my Father-In-Law. I used the $25 in Rewards I had refunded from my previous cancelled order. Bought the thermostat at a great price, used my Rewards, I was happy. Confirmation email...Thank you for your order......seconds later......cancelled....Unable to Verify info. I checked all info. It's all correct.
My wife and I have spent, AT LEAST, 2 hours on the phone this morning trying to find someone that can help us. We weren't rude or hateful. We understand it's Thanksgiving-Black Friday-All hell breaks loose weekend. We have just been asking the same question. WHY was it cancelled? AND can we please push the order through while we figure out what's going on.
I have been a Best Buy customer for as long as I can rememeber. But, the recent hiccups are bothersome...and the fact I have spent HOURS on the phone regarding TWO purchases totaling $230 is disappointing. Even after telling support that this gift was for my Father-In-Law for Christmas...they wouldn't let me place the order with my credit card...and give me a $25 credit...so I could have peace of mind the order is placed. Then, I don't mind waiting on a resolution. But, everyone I spoke to just transferred me to someone else. I was transferred to Geek Squad TV Repair....we were transferred at least 5 times....and disconnected 3 of those 5.
I know what you're thinking. We probabaly blasted them and were rude. No. We weren't. It just seems that this is a Best Buy issue and no one knows what's going on. I've checked the info...I called my Bank....they see the transaction and have no clue why Best Buy cancelled it.
It just loses a customer's trust when no one can give you answers or help. I was told a Supervisor would call me back yesterday. No one did. I finally tried to research the issue and I see MULTIPLE THREADS with this issue. Maybe you guys know something the DOZEN or so other agents dont.
{Removed per Forum Guidelines}
Add to the case notes that we decided, after multiple attempts contacting support the past few days, that we chose to buy the thermostat elsewhere. We just did not want to miss out on the sale price ending 12/1, and did not have confidence this would be resolved before that time. We asked several of the agents to either push the order through or place the order with a $25 credit, but no one would. And it was all maybe's regarding whether or not I'd get the same deal when and if this was fixed.
I hope you have the answer, as I would like to use the $25 in Rewards for a future online purchase.

Hello James,
Learning that an order you've placed has been cancelled is never a pleasant discovery, so I can imagine why you'd be upset. I'd be frustrated too if the same thing happened to me, especially if an immediate resolution didn't appear to be available.
As you may have read in other threads, this cancellation message generally means that something on your order is not matching up as it should. This can be anything from a simple spelling error (or incorrect abbreviation) to the billing address on your BestBuy.com account not matching the billing address for the provided method of payment. This could also include trying to ship a product under a personal account to a business address. Additionally, as explained in BestBuy.com's Conditions of Use, remember that Best Buy reserves the right to reject any order you place with us:
BestBuy.com > Help Center > Conditions of Use
http://bbyurl.us/CoU
That said, I'd be glad to look into this situation on your behalf. I'll need to gather some information in order to do so, so please make sure to check your private messages when you can. To check your PMs, simply sign into the forum and then click on the letter icon in the upper right-hand corner of the page.
Aaron|Social Media Specialist | Best Buy® Corporate
Private Message

Unable to verify information.

I keep getting my order canceled with the message "unable to verify information". This just started happening. I've placed numerous orders in the past with no problem. Now that I want to order the iPad mini that the sale ends today, I am refused. I have called and been told that it would take 7-10 business days to tell me why this is happening. By then the price is going to be up again. This is terrible business practice. Would someone please contact me about this before it's too late.

Good afternoon jkliviin,
I am sorry to hear that your recent BestBuy.com orders have been cancelled. It is understandable that you might feel frustrated, especially if you are not entirely sure why your orders were cancelled. I used the email address you registered with the forum to review your order history, and I do see the three orders in-question that were cancelled. Based on the reason given for why the orders were cancelled, it could be a number of different things. The most common being that the billing information being entered on BestBuy.com does not match what the bank has on file.
I would like to take a closer look at your orders with you to see if there is anything I can do to help, so I will be sending you a private message. To check your private messages, you would want to login to the forum and click on the yellow envelope at the top of the page. I look forward to further speaking with you.
Thank you for reaching out to us on the forum.
Derek|Social Media Specialist | Best Buy® Corporate
Private Message

Setting up Exchange Account: "Unable to Verify Information"

I'm trying to set up my work email on my phone. I followed the steps my IT guy told me to do exactly. All the account information has been double & triple checked, yet I keep getting this error message pop-up: "Exchange Account: Unable to Verify Information".
Settings:
Email: firstname.lastname@****.com
Server: webmail.****.com
Domain: (triple checked and have this correct)
Username: firstname.lastname
Passord: ***** (again, triple checked)
Use SSL: set to "ON" but I tried it "off" as well.
I have a passcode set up, so that's not the issue either.
I just updated my iPhone software. Turned it off, turned it back on. Deleted the Exchange Account and tried to set it up again, and nothing is working. One of my coworkers just got her's to work on her iPhone by following the same instructions... I don't have a clue what the issue could be. I think the IT guy is stumped as well, and he's over burdened at the moment so I don't know when I'll be able to get his help...
Can anyone help me?

Go to the OWA access on the web and verify credentials, also find out which version of Exchange this is (I am guessing not 2003 as that was before OWA)
Try substituting Mail for Webmail in the server address
Try this change with and without domain info.
Save the account in its various stages, I have had them fail to verify and then work.

Order cancelled for "unable to verify your information"

I am a elite plus member since 2012 (or could be earlier). Starting last month two of my BBY.com orders (Order placed on 5/29/2015 and 6/3/2015) were cancelled for the same reason "we were unable to verify your information", although my address and payment info were correct. After my order was rejected, I visited local BBY store. I had no problem to charge the same items to the same BBY Master card that I used for online order. I called BBY customer service asking what was going on. The rep told me he did not see any information on his computer about what information cannot be verified. He offered to escalation my case. Three weeks later, on 6/29/2015, I received a email from BBY Verification Group telling me: "Thank you for your order. We apologize for any inconvenience the cancellation may have caused. Unfortunately, we will be unable to process your orders on Bestbuy.com. Please visit a Best Buy location in the future." What is happening here on Bestbuy.com? Why Bestbuy.com refused to do business with elite plus member? I search in the web and found out I am not the only one has this problem. I have no problem to visit local BBY store but I prefer to place order online for it can save my time and gas. Also, sometimes I receive reward coupon from Bestbuy.com which can only be used in online order. Can a customer service specialist here can look into the issue? Thanks.

Hello susumu,
As a loyal customer to Best Buy, I can imagine the frustration you may have experienced through your recent BestBuy.com order cancellations. We certainly don’t wish to take away the convenience of shopping online for any of our customers. I’m sorry if we have troubled you in any way by having you visit the store for your recent purchases.
Orders can be cancelled for a variety of reasons, and occasionally this is due to us being unable to verify a piece of your billing or shipping information, as you have already been informed. It sounds as though this was already looked into by one of our support teams, but I will do my best to try to provide you with any additional clarity I discover with the help of those support teams.
We have received your private message as well, and I will likely be providing you with any additional information via private message; be sure to keep an eye on your private message inbox for my communication.
Kindest regards,

Cancelled Orders

Hello. I have tried several times to place an order in the last day and each time I receive a cancellation email stating, "unable to verify information". I have not changed anything with my credit card account and have checked and made sure that the billing information is correct. Is there any other fix for this? Thanks!

Hi brewers15,
Discovering that an order you've placed has been cancelled is never pleasant, so I can imagine why you'd e concerned! It sounds like you've already taken the first steps we'd recommend in these situations -- verifying the information tied to your BestBuy.com account -- so some additional research may be necessary.
Please make sure to check your private messages when you have the chance to do so. To check your PMs, simply sign into the forum and then click on the letter icon in the upper right-hand corner of the page.
Aaron|Social Media Specialist | Best Buy® Corporate
Private Message

Order has been canceled because we were unable to verify your information.

I tried ordering a Macbook Air yesterday several times, but it keeps saying "your order has been canceled because we were unable to verify your information." I used some egiftcards for some of the balance and credit card for the rest. I tried several different credit cards but this keeps happening, and it doesn't work to go into the store because they said they couldn't take my egiftcards there. I called customer service and they had no idea. They said the relevant team will do "an investigation" and call me back when it's complete, but who knows how long that will take. I'm getting ready to go to China to give my cousin the laptop and I got the gift cards just for this purchase. So if I don't get this sorted out soon, I'm stuck with over $900 in gift cards I'll never use. Can someone please help?!

Good morning rachel87,
It is very kind of you to want to purchase a MacBook Air for your cousin in China, and it sounds like you may have purchase quite a bit in e-gift cards to do so. I can understand how disappointing and frustrating it may be not to be able to complete this purchase before you return. Given this information, I would like to let you know that purchases made with us are intended for use in the United States.
With that said, I was able to locate a couple of canceled orders using the email address you registered with the forum. I am going to reach out to our support teams to see if we can further research the issues behind your order cancelations. Once I have more information for you, I will be sure to reach out to you right away. In the meantime, your patience is greatly appreciated!
Sincerely,

**ISSUE** Your order has been canceled - unable to verify your information

Hello. Every time I place an order on bestbuy.com, my order is immediately canceled. In fact, I get the cancellation email before I get the order confirmation email.
The subject of the cancellation email is: "Your order has been canceled"
The body of the email starts out like this: "We're sorry, but an item on your order placed on October 31, 2014 has been canceled because we were unable to verify your information..."
This issue started last winter, and I haven't been able to place an order online since.
Please help!

Good afternoon ChickenSansHead,
Welcome to the Best Buy forum, and thank you for posting!
Without knowing exactly why your BestBuy.com order was cancelled, you may not know what corrections to make before you try to place a second order. The most common reason an order will be cancelled is that the billing information entered does not match what is on file. For example, if your credit card has a middle initial on it and you do not include it when you enter your credit card on BestBuy.com, then that may cause the order to be cancelled.
With that being said, I would like to go over your BestBuy.com order with you to see if we can determine exactly why it was cancelled so that next time you place an order you receive the confirmation email and not a cancellation. To accomplish that, I will be sending you a private message. You can check your private messages by logging into the forum and clicking on the yellow envelope at the top of the page.
Best Wishes,
Derek|Social Media Specialist | Best Buy® Corporate
Private Message

Unable to verify my information

I'm getting really frusterated with my orders constantly getting canceled with the reason "we were unable to verify your information". Customer service has no clue why either. I'd like to get to the bottom of it before I decide to spend my money elsewhere from now on. The most frusterating part is I'm using a reward certificate and it takes a few daysd to reimburse it back into my account before I can try again. Is there sometihing in particular that causes these cancellations?

Greetings Derek712, and welcome to the Best Buy forum,
I can imagine feeling frustrated if orders you recently placed on BestBuy.com were cancelled and no exact reason was given as to why. As you mentioned, it can take up to 6 business days for a certificates point value to repost to a member's My Best Buy™ account following a return or cancellation. That could potentially delay your chances to place another order before a sale or promotional offer expires.
The most common reason a BestBuy.com order will be cancelled is because the information entered during the online checkout process does not match or cannot be confirmed. If the billing address does not match what the bank has on file or if a shipping address cannot be confirmed, then an order might end up being cancelled. I would suggest not placing any other orders until we can find out why your previous orders were cancelled.
I am very sorry for any inconvenience you have experienced and would like to see what I can do to further assist. To go over the orders that have been cancelled and to gather some additional information, I will be sending you a private message. You can check your private messages by logging into the forum and clicking on the little yellow envelope icon located at the top of the page.
I hope that you have a safe and happy 4th of July!

How do I get past "Unable to Verify Hotmail Account Information" on iPad2? Can't retrieve my Hotmail e-mails from my iPad, Help!

Bought a new iPad2 with wi-fi access. I am at home on my wi-fi network using iPad. Trying to add my Hotmail account to the iPad so I can retrieve my e-mail messages. When I try to add the Hotmail e-mail account to the iPad, I select Windows Live Hotmail on the iPad. I then enter my Hotmail e-mail address and Hotmail password in the iPad. The iPad then says Verifying. Then a box pops up saying "Hotmail Account, Unable To Verify Account Information". I spent about an hour on the phone with iPad support and they tried everything they could to no avail. iPad support said I would need to contact Hotmail support. I have learned that Hotmail does not have a support phone number that you can call, only a search area that is of no help. I am able to log onto my Hotmail e-mail account no problem on my regular computer. I was able to program my wife's Comcast.net e-mail into the iPad no problem and bring up her e-mail on the iPad. I can not get past the "Unable to verify Hotmail Account Information" message on the iPad. Frustrated, want to be able to retrieve my Hotmail e-mail messages from my iPad, please help! Thank you.

My hotmail was working properly until one month ago , then I do not what happens ... My mistake has been to cancel that account and try to re-load it... I am blocked at "unable to verify account details".
I read and follow carefully all your steps here above but it is not working!!
I also try to ask securiry code to mocrosoft and put it instead of hotmail password when creating new Ipad account but nothing.
I try to go everywhere on microsfot pages and on my mail account setting but I can not find any help from there. From PC is working
I try to choose "other" from the list of account and insert there hotmail account, both indicated adsHOTMAIL or OUTLOOK, but in this case it tells me "username or password for POP3.live.com are uncorrect.... what is POP3.live.com??
I already try everything find in the net here and elsewhere ... I have hotmail account since years can not thik to change it .... Some other help?? Some indication I have not yet try?
Why does not appear OUTLOOOK from the choice of default account in the "add account section"????!??!????

IPhoto Book "Unable to verify credit card information please try again"

Can anyone please help me?
When trying to order an iPhoto book I keep getting the following message:
"Unable to verify credit card information please try again"
-One click ordering is enabled
Would appreciate someones help on this.

Last year, and again this year, I was able to buy one iphoto calendar but then when I wanted to buy another to send to a different address, i kept getting the same error message, no matter how many times i double checked and re-entered my billing info. i finally figured out what to do (if i remember correctly, this came from apple customer service after many frustrating back and forths last year):
- go to the "buy calendar" window
- click "account info"
- click "edit shipping address"
- add a new address (the one you want to ship to)
- make that new address the default address
- delete all other addresses
- then buy it
it's really clunky, but it works for me. i'm assuming this will work for iphoto books, too.

When i go to sing into apple id it says "We apologize but we are unable to verify your account information online". When i go to "Not sure if you have an Apple ID?" It says "We apologize but we are unable to verify your account information online"

When i go to sign into apple id it says "We apologize but we are unable to verify your account information online". When i go to "Not sure if you have an Apple ID?" It says "We apologize but we are unable to verify your account information online" When i try to sign in with my email it says "you already have an account????

Might I suggest a password reset?
Maybe you can click on the Reset Password link instead of trying to log in at appleid.apple.com.
I'm not sure if that would work, but its worth a try.
~Lt. Leviathan

How do I get my hotmail to work on my ipad mail. It keeps saying unable to verify account information how do I fix this??

How do I get my hotmail to work on my ipad mail. It keeps saying unable to verify account information how do I fix this??

Hi there Robbonchelle20111,
You may find the troubleshooting steps in the article below helpful.
iOS: Setting up an Outlook.com, Hotmail, Live, or MSN email account
http://support.apple.com/kb/ht1694
iOS: Troubleshooting Mail
http://support.apple.com/kb/ts3899
-Griff W.

I upgraded to IOS 7 and now I can't get my Hotmail account on my phone. When I type in all the information, I get "Unable to Verify Account Information". How do I get to use my Hotmail account using this software????

I upgraded to IOS 7 and now I can't get my Hotmail account on my phone. When I type in all the information, I get "Unable to Verify Account Information". How do I get to use my Hotmail account using this software????

I have had the same problem as yours on my Ipad after upgraded Procreate 2.01. My iOS is 7.04. I tried to find solution from internet for weeks. Fortunately, the problem was resolved a few minutes ago. It is very simple,
1. Lunch outlook.com to confirm you can access hotmail mailbox. It means your account is Ok.
2. Go to setting>Mail,Contacts,Calendars.Delete your hotmail account from your device.(my device is Ipad)
3. Turn off your device, then turn on again.
4. Go to setting>Mail,Contacts,Calendars and create your hotmail account by tap outlook.com. Be sure the incoming mail server is pop3.live.com.
5. Waiting for validation.
That's all. Hope my experience is helpful. Good luck!
Nelson

I am unable to add hotmail account into my ipad 2. Hotmail says the problem is with apple since I can access the account in all other devices except my ipad. I need to get pass, "unable to verify my account information" Apple personnel appear helpless

I have an Ipad2 and have tried severally to re-add my hotmail account but couldn't. In collaboration with Apple personnel today (10/17/2012), we routed the Settings and General via the home page but solution appears elusive. I can't get pass "Unable to verify your account information" Hotmail feedback has it that the problem is with the iPad since I can access the hotmail account on my laptop, desktop, and smart phone, Can someone please help me in this matter.

I see you have resolved this problem but for anyone else trying to sort out their Hotmail account on their iPad try the following:
Try deleting your Hotmail account from your iPad/iPhone (making sure you can access your emails from your PC or other device as all your email history will also be deleted). Then under Settings go to 'Add an account' and click 'Other'(don't use the Hotmail heading). Fill in the required details for your Hotmail account and wait for account to be verified. This has just worked for me. Good luck!

Canceled Orders: Unable to Verify Information

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