@SabrinaGalactic
With the current backlog (although they are catching up) heres a few suggestions to speed the process up once they do get to your request. Decide what email you want your self serve account to have. It could be this one, your older one with the "bad" email or an entirely different one.If you are not attached to the profile with the forgotten password and can use this community profile's email address for your self serve account then do that it will save you a few steps. Then when you send either a follow up message to your simon generated ticket or just a private message to the Moderator_Team from the community account you want your self serve email changed to.....
In your private message explain you need to change your email of your self serve account to the one attached to the community profile you are messaging from.....Verify your 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 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 however they have been completely swamped lately.....so it could be 72 hrs + so try and be patient with the moderators. They should be able to perform your request without waiting for a reply from you first.
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.
