Fidelity “We were unable to verify your identity”

If you’re trying to create an account with Fidelity and see the message “We were unable to verify your identity,” it usually means that the information you entered doesn’t match what they have on file.

To fix this, simply update your information and try again. If you’re still having trouble, check out our suggestions below.

Provide the correct information about yourself

When you create an account with Fidelity, they ask for more than just your email and password.

The following details are crucial during your account creation process.

  • Your full name
  • Social Security number
  • Date of birth
  • Country of citizenship
  • Home address

Don’t forget to double-check all your information before submitting your application.

A slight mistake can prevent Fidelity from verifying your identity.

New Fidelity Account PDF Form


If you’ve entered everything correctly and Fidelity is still unable to verify your identity, then it’s best to apply for a brokerage account via paper documents.

Here is the PDF document (Fidelity Account Non-Retirement Brokerage Application) you can use to fill out your basic information. Once filled out, you can mail it to Fidelity, or if you live near one of their local offices, you can submit the form in person.

If you decide to mail your application to Fidelity, use one of the following addresses to send your documents.

Regular mail
Fidelity Investments
PO Box 770001
Cincinnati, OH 45277-0002

Overnight mail
Fidelity Investments
100 Crosby Parkway KC1K
Covington, KY 41015

Call Customer Service

Reach out to a Fidelity representative for help. They’re available 24/7 via phone, chat, and email.

Explain your issue and an agent will walk you through the entire process. Some may even help you create your account online, so you don’t have to go through the hassle of submitting the application via mail or FAX.

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Diego, a seasoned financial analyst in New York, brings a decade of expertise to guiding financial decisions. As a blogger for, he simplifies finance, offering insights on Fidelity Investments. Beyond numbers, he explores NYC's culture and enjoys capturing moments through his photography.

1 thought on “Fidelity “We were unable to verify your identity””

  1. I previously had trouble opening a ROTH IRA account on Fidelity’s website due to verification issues.

    I don’t have any other accounts with Fidelity, this would be my first one.

    I spoke to a rep on the phone and was advised to complete a paper form and mail it to them instead.


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