I think we eventually have a resolution - it's been referred to the techies in the 'back room'.
It wa useful, for some reason, to uninstall the PM app from the phone and reinstall it.
I have been fighting for two accounts - one of them got access after the uninstall/reinstall game, and a change of password (and accessing from an incognito account to avoid leftover cookies etc), so I could go in and change some things I needed to change.
The other has been a much more painful battle, for reasons that are unusual so no point in repeating them here. But I had to provide a lot of authentication detail to the agents (about three if not four waves of questions) to show I was entitled to have the changes made. Given the frauds based on SIM swapping, that's fair enough... Eventually I built up enough credibility that they believed me.
I think! The last message this evening was 'thanks, sorry for the delay, our backroom people will be in touch in the next few days, here's a file number' ... I suppose it's still possible that the tech folks will erect further barriers. But meanwhile the phone is working and I managed to update the billing info (but not the address, oddly...)
Good luck to you. It is NOT an easy site to get information from or to.
