topic Can't get in to other account in Get Support

Can't get in to other account

LaurenD — Mon, 20 Mar 2023 23:17:08 GMT

I set up accounts/phone plans for myself and my husband. I needed to change the credit card on file before the card renews with its $120 annual fee. I changed it in my account no problem but my husband and I cannot get into his account. He has done the 'reset password' but every time it says , there has been an error, please try again later. This has been going on for months but I need to get this rectified by the end of March. He can't submit a ticket because he can't log in. We have tried from his phone, my phone and the computer. Can anyone help me at all??

Re: Can't get in to other account

dust2dust — Mon, 20 Mar 2023 22:40:58 GMT

Did you sign up these yourselves online or did you do them in a store? Have you ever been able to log in to his account? Do you have saved credentials or are you typing them in? Are his services working?

Re: Can't get in to other account

HALIMACS — Mon, 20 Mar 2023 22:42:20 GMT

@LaurenD

Contact the customer support agents this way:

Send a private message to the Customer Support Agent by clicking here You’ll need to be logged into your Community account for the link to work.

Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar.

Re: Can't get in to other account

LaurenD — Mon, 20 Mar 2023 23:44:57 GMT

i signed us up online, years ago now. Was typing them in...yes, his services are all working... so weird

Re: Can't get in to other account

LaurenD — Mon, 20 Mar 2023 23:45:27 GMT

Thank you, I will try that now!

Re: Can't get in to other account

BKNS27 — Tue, 21 Mar 2023 01:20:48 GMT

@LaurenD

Clear cache and go incognito on your browser on a laptop or desktop computer.

BTW, you don’t need to be in your account to contact a CS_Agent…you do it here in this Community forum.