Unable to Verify Identity (Pharmacy)

 
When you follow the steps to add Pharmacy Access online, the personal details entered must match what your local pharmacy store has saved in their system. If any data is incorrect or doesn’t match, you’ll see one of these errors:
  • Sorry, we couldn't verify your identity. You can try again in 24 hours.
  • We couldn't verify your identity.
To troubleshoot pharmacy access errors, follow these steps:
 
Part 1: Refresh your device/account settings.
  1. Sign out of the Samsclub.com website and Sam's Club app.
  2. Open a new private or incognito window in your web browser or use a new browser that hasn’t accessed Samsclub.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 Sam's Club Pharmacy website with your Samsclub.com registered email.
  2. Select Add Pharmacy Access.
    • Do not select Create a new account.
  3. Enter your personal information exactly as it’s saved at your local pharmacy.
    • To confirm your personal details on file, call your local pharmacy.
  4. Select Continue and complete the verification process.
    • Don’t exceed this step more than twice in 24 hours.
    • If you still see an error, continue to Part 2.
 
Part 2: Contact your local pharmacy store.
  1. Call your local Sam's Club Pharmacy where you fill your medications.
  2. Confirm all information below is saved in the store's system to match what you enter online:
    • First and last name
    • Date of birth
    • Phone number
    • Current address
    • Samsclub.com sign-in email
  3. Confirm that the pharmacy has only one pharmacy profile created for you.
    • If you have more than one profile, the pharmacy must merge all profiles into one before you can move forward.
  4. Once you update your details, repeat the steps in Part 1.
  5. If you still see an error, continue to Part 3.

Part 3: Verify in person at your local store.
  1. Bring your photo identification to your local Sam's Club Pharmacy.
  2. Inform the pharmacy that you can’t add pharmacy access online due to an error.
  3. Ask the pharmacy to verify your identification in person using their store system.
    • If the pharmacy isn’t familiar with this request, ask for help from the pharmacy manager.
  4. Show your photo identification so the pharmacy can find your pharmacy profile in the store system.
  5. Confirm that the pharmacy has only one pharmacy profile created for you.
    • If the pharmacy finds more than one profile, they must merge all profiles into one before you can move forward.
  6. Confirm all info below is saved in the store's system to match what you enter online:
    • First and last name
    • Date of birth
    • Phone number
    • Address
    • Sign-in email
  7. Once your identification is verified in the system, you’ll receive an email with instructions.
    • Open the email from Sam's Club Pharmacy when you receive it.
    • Select the Get started button in the email.
    • Verify your personal details to complete verification.
    • Once verification is complete, your pharmacy profile will be connected to your Samsclub.com account
  8. If you can’t verify your identification at your pharmacy store, continue to Part 4.

Part 4: Contact Customer Care.
  1. Call 1-800-746-7726
  2. Say Pharmacy account after the automated voice prompt.
  3. Let the agent know you can’t add Pharmacy Access online and at your local store.
  4. Provide your account details and a valid Sam's Club Pharmacy prescription number.
  5. If we can’t resolve the issue remotely, the Customer Care advocate can open a support case for more help.
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