Can't Disconnect account: Email address not recognised

[midnightd]

Hi there, my mother wants to disconnect her service, as she never uses her phone. However, she can't remember the email address and password combination associated with her account. I tried to log in using the information she had written down and it wouldn't work. I tried to do a password reset, but it says her email address is invalid. What can I do?

[RobertQc]

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@midnightd wrote:

Hi there, my mother wants to disconnect her service, as she never uses her phone. However, she can't remember the email address and password combination associated with her account. I tried to log in using the information she had written down and it wouldn't work. I tried to do a password reset, but it says her email address is invalid. What can I do?

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Sorry you are having trouble, only a moderator will be able to access your specific account information. Click this to send them a message

I know it can be a little frustrating to wait but send a message to the moderator team and include your name, account number and/or phone number and pin number and they will get back to you asoon as they can between Monday-Friday 9am-9pm (EDT) and Satuday-Sunday 9AM-7:30PM (EDT)

For more information about contacting a moderator Click Here

[RobertQc]

@midnightdSorry, sadly the password reset is broken, you need to contact the moderator team Click this to send the moderator team a message and include your name, account number and phone number, pin number, date of birth, mailing address and they will get back to you asoon as they can between Monday-Friday 9am-9pm (EDT) and Satuday-Sunday 9AM-7:30PM (EDT)

Why is the Self-Serve password reset functionality not working?

There is a known issue that some Community members are unable to reset their password without the help of our Moderator Team.  

What do I do if I‘m unable to reset my password?

In order to fix this problem, please contact a moderator. From there, they’ll be able to reset the password. Note that you will need to have a Community account in order to do this. Don’t have a Community account yet? Click here.

There are couple of ways you can contact our Community Moderators:

1. Private Messaging: You can do this by searching for our unique Community Moderator’s profile avatar then, on the right-side of their profile, click on “Send this user a private message”

1. Tagging: If you would like a Moderator to weigh-in on a discussion, simply tag the moderator account in the post you created i.e. @ModeratorTeam

In the meantime, if you need to renew or purchase your plan/add-on very quickly so that your plan does not expire, you can submit a payment through the Automated Service IVR (More information, please see the All about payments article).