@upsurge
Here is the info typically asked to verify an account. You can send a follow up private message to your support ticket that will help speed up your service request. Leave a detailed message explaining your issue. Verify your mother's self serve account by including the following information:
- Full name and address on account.
- Email, phone # and pin #.
If you cannot remember your pin # include at least three of the following:
- Date of birth*
- Last payment, date, amount, type and last 4 digits.*
- Alternate phone number if any.
- Security question and answer.
- Plan amount, any add ons or promos on account.*
- Last 4 digits of sim card.*
- Any rewards in your account.* Autopay and Loyalty ( full 365 days=$1 ×?)
- Autopay y/n?*
By including this info you will save yourself the time of having to answer any extra questions to further identify yourself.The average wait time is 2 to 4 hours up to 48 hours. They should be able to verify the account without waiting for a reply from you first. Make a note that you are unsure of the email. Only give the info of the secondary verifiers if you know the answer. You should know enough of them to convince the moderators. *You should know the answer to these ones.
Keep an eye on your private message box (the envelope icon) next to your avatar at the top right corner of your screen for a little bubble to pop up indicating a message from the moderators. Responding promptly will speed up service times.
