@Emmalamb
If you send a private message to the moderators put in the subject line " locked out of self serve" and explain your issue in detail. Include the following in your message:
- Full name and address on your account.
- Email, phone number# and pin#.
- If you don't know your pin# include at least three of the following:
- Last payment, date,amount, type and last 4 digits.
- Alternate phone # if any.
- Date of birth.
- Autopay y/n? Type, last 4 digits.
- Plan amount, any add ons? Recent plan changes.
- Security question and answer.
Keep an eye on the envelope icon next to your avatar at the top right corner of your screen for a little number to pop up indicating a message from the moderators. Responding promptly to messages will speed up service times. Allow for a minimum 2 to 8 hours (up to 48 hours) for a response. Wait times are currently longer than usual especially for non urgent requests. Yours should be given priority. They may have a reset password ready for you if you supply all the necessary info in your first message.
