moving

hi..I called and scheduled to move my service.  Couple hours later I got email confirmation and it stated to register account, which I did, logged in, saw the appointment, logged off.  Now several days later I can't log in or change password - it says I need to upload id from cell phone or stop by a store.  I am unable to do either so I chatted and was told I can't access the account until the appointment happens.  Does this sound right?  Could I only before to register?  thanks