Help

[Dylan3]

I need help with my account,

I am locked out of my self serve account, it says I am locked out when I tried to send a verification email to reset my password as I forgot it.

I do not know my account number and made a ticket using a random one as I had no way to get in to my self serve account to find my account number to make the ticket.

I am not sure what to do, can a moderator help! My phone bill renews soon and it said there is a problem with my payment and my account was suspended, so I need help.

[Anonymous]

@Dylan3 

i suggest you close all Browser and do clear cache and cookies for any Browser,

and try open one Browser incognito mode,

you can try Forgot your password visit Here link, and enter your email address,

or you need to Contact Customer Support Agent by CS_Agent, and Explain your issue to 
they can solve your issue, they are nice Service Team they will help you 100%.

and them will reset for you,

Here’s How To Contact Customer Support Agent by CS_Agent,

• Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to CSA,Click Here link,

• or you can send a private message to Customer Support Agent by CS_Agent, by Click Here link,
• You’ll need to be logged in to your Community account for the link to work.

• please include in your message,
• your account number, 
• your phone number,
• your account 4 digit pin,
• your Email address, 

• Customer Support Agent by CS_Agent, will Response to your inbox by private message 
• During business hours, we strive to answer customer messages swiftly. You will often get an answer within an hour. During peak periods, you may need to wait up to 48 hours.Customer Support Agents are available:
  • Monday to Sunday: 6 AM to 10 PM EST
  
  Check your private message inbox (click on the envelope top right of your screen)

         Good Luck..

[esjliv]

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@Dylan3 wrote:

I need help with my account,

I am locked out of my self serve account, it says I am locked out when I tried to send a verification email to reset my password as I forgot it.

I do not know my account number and made a ticket using a random one as I had no way to get in to my self serve account to find my account number to make the ticket.

I am not sure what to do, can a moderator help! My phone bill renews soon and it said there is a problem with my payment and my account was suspended, so I need help.

---

@Dylan3 

Do you still have services? If yes, this could be your account going through the normal renewal process. The SELF SERVE account can say "expired" or "suspended" on the day of or before your plan is due to renew.

So if this is the case, ignore these messages on your SELF SERVE account.

If you have no services, and it is past your renewal, maybe your autopay failed?

1. Add Funds to your Plan Amount through SELF SERVE (or by calling 611 if you have a card registered)
2. Go to “Plan and Add-Ons” TAB
3. Select "Lost/Stolen Phone" TAB
4. Select "Suspend Service" BUTTON
5. Then, Select Resume/Reactivate Service
6. Reboot your phone.

If this was an Autopay failure, I would let the Customer Support Agents (CSA) know.

[t_p]

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@Dylan3 wrote:

I need help with my account,

I am locked out of my self serve account, it says I am locked out when I tried to send a verification email to reset my password as I forgot it.

I do not know my account number and made a ticket using a random one as I had no way to get in to my self serve account to find my account number to make the ticket.

I am not sure what to do, can a moderator help! My phone bill renews soon and it said there is a problem with my payment and my account was suspended, so I need help.

---

@Dylan3 

While waiting to sort out the login issue with CS, you can make a payment by vouchers via calling 611 on your phone. That will keep your account from being suspended and service lost. You can also pay by credit card if you still remember your account PIN.

[JK8 · Accepted solution]

@Dylan3 

Wait one hour and try the Forgot your password link again to see if you can reset.

If problems continue contact a CSA..

• Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to our Agents. Click here to get started.
• Alternatively, you can send a private message to our Agents by clicking here. You’ll need to be logged in to your Community account for the link to work.

Hours of operation:

You will often get an answer within an hour. During peak periods, you may need to wait up to 48 hours.Customer Support Agents are available:

• Monday to Sunday: 6 AM to 10 PM EST

Keep an eye on the envelope icon in the top right hand corner for a reply from the CSA.