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Cannot Login to Account, Cannot Contact Support, Cannot do Anything!!!

It's crazy. I've used phone and laptop. I've tried friend's laptop ... every link says 'We're Sorry We are Unable to Process your request at this time" ...this is from email links to pay, this is on the website when i click Support or Contact Us

It's crazy how awful the UX and Support is with this multi-billion dollar company

Comments

Verizon_Support

We appreciate you sharing your experience with us and we are here to help investigate your login issues. Are you attempting to log in to an active account? Is this with Verizon Wireless or Verizon Fios? What happens when using this link https://www.verizon.com/ ?

-Andi

smulia1

I have a similar problem. I had never had this problem before until earlier this week.

I use several different computers (my MacBook and my desktop PC) and different browsers (Edge, Safari, Chrome) and even in incognito mode. Every time I go to Verizon.com and hit "Sign in to my account" (or direct link: https://secure.verizon.com/signin), I immediately get this message: "We're sorry. We are unable to process your request at this time. For more information about Verizon products and services, visit verizon.com." That's before I can even see the username and password fields.

I also got the same error when I clicked Contact Us (https://www.verizon.com/support/contact-us/) or Support (https://www.verizon.com/support/)

I appreciate any help on this!

Verizon_Support

I get it smulia1. We need on online login to work seamlessly to manage accounts and more. What browser are your using? Has cookies and cache been cleared? We do want to look closer at this to find options to help you get signed in. Plese reply to the following Private Message and we get down to business with account details in a secure room.

-Deb

avegel

I'm having the same issue!

I can't log into any account without "We're Sorry We are Unable to Process your request at this time"

I cannot modify my account to access Support because of this. My account secret doesn't seem to work, but "forgot secret" only returns: "We're Sorry We are Unable to Process your request at this time"

I had this issue in late May (2024). I thought it would be solved by now (late July), but it persists!

I have my account name, phone number, email, but yet the website and app simply lock me out every time.

Verizon! Solve this issue! We cannot even connect with support to report it or seek solutions!

I'm ready to cancel my account and move on at this point. Ridiculous! This is worse than startup-level quality handling of accounts. Customers pay money for your service only to be locked out of their accounts while you collects payments.

SynthpopAddict

Do any of these apply to you?

1) You disconnected service, or else your service is shut off: Login access to My Verizon is immediately revoked upon porting out or otherwise shutting off service. Verizon CS apparently can't get into a disconnected account anymore either. If you have an outstanding balance, use the one time payment link (search Verizon's website for it) to pay your bill or go into a corporate Verizon store to pay in person.

2) You changed your account from prepaid to postpaid, or vice versa: These are different account types, and are kept in different areas of the system, but your My Verizon access doesn't automatically transfer over because the prepaid and postpaid account sections don't talk to each other. You would need to have a Verizon rep de-register your My Verizon account, and then you'd have to sign back up on My Verizon as if you were a completely new customer before you can access your current account.

3) Your line was transferred from a family or other account to a new one: Similar to the situation in 2) above, you probably have to get your My Verizon account de-registered first and re-register before you can access it.

avegel

None of those apply to me. I've been making payments for my service.

I wanted to upgrade my service to international, but the website and app only returned: "We're Sorry We are Unable to Process your request at this time"

SynthpopAddict

That's unfortunate. I don't have an answer for you except for maybe try clearing your cache and disable any additional security enhancements such as extra high security level on your browser or turning off a VPN if you're using one. If you are currently outside of the US, it may be that Verizon is not allowing you to login from a foreign IP address?

avegel

I am outside the US currently, but before I left I faced the same error multiple times.

Verizon_Support

We're sorry to read about the issue with logging into your account. We're here to help. We'll be sending a private message. ~Peter

Cykopat

I get the same message on any desktop computer. It would appear it’s blocking my WAN IP since I can never get to a login screen to identify myself by username.

Verizon_Support

Hello, being on top of your account is crucial, especially if you are managing your My Verizon account. Our goal is to help you in the best way possible.

We sent you a Private Message. Please review at your earliest convenience.

~Gilbert

Techitrucker

I’m having a similar problem. I’m trying to login to the Verizon website to manage the +Play subscriptions I’m paying for and can’t use because the website won’t let me login. It takes my use name and password and then sends me the text for two factor authentication which I click allow access on but when I go back to the login as it directs all I get is a spinning wheel like it never saw that I allowed access. I’m about to cancel my service at this point and take my $550 a month phone bill to someone who actually has working management tools. You guys are becoming worse than AT&T and that’s not a compliment. I wouldn’t even need to go to the stupid website if I could manage these subscriptions through the app like most of my other subscriptions since the app mostly works fine. It shouldn’t be this hard to use services we pay a more than premium price for. Absolutely ridiculous.

Verizon_Support

Hey there, Techitrucker, we know how important it is to be able to manage your account via My Verizon! I understand you're running into an issue after trying two-factor authentication. Does it help at all to reset your password?

-Lauren

peteavious

They've known about this for over a year and a half and still haven't fixed it. I just tried on my NEW phone I just got today. I thought it was just my old phone (Galaxy s22+ I got s25+today) but nope still doing it. I should've just stuk with my old phone and paid attention to the red flags beginning with 4 others having trouble with a phone or the agent not being able to see why my phone bill costs so much and then the person he tried to call about it hung up on him TWICE

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