Cannot Link Phone Number

[arkrez]

So, I recently ported my number from T-Mobile and started service with Verizon Prepaid a couple of days ago. When I try to link my phone number to my account through the website or the app, it keeps saying my phone number is not recognized as a Verizon phone number or too many attempts have been made and I have to wait 24 hours. How is it possible to be on the network and not be recognized at the same time? I can make phone calls, send texts, use data and my sim card says I'm on the Verizon network. There seems to be a disconnect between online and the actual phone service and I can't get a hold of anyone on the phone because it keeps sending me to their AI chat assistant and that is completely useless. I have no idea on what do to, any help would be appreciated.

[SynthpopAddict · Accepted solution]

I'm assuming your phone is now working on Verizon.  If you have no service, or your line is still with the old carrier, then you will need to contact the Porting Department at 888-844-7095.

If it's just that My Verizon isn't letting you link anything to your account, does the login URL say "guest" in it anywhere, or are you getting some message about "getting the full Account Owner experience when [something] is active"?  If either of these is true, then what happened was you got a guest account on My Verizon instead of a real one, and despite any messages saying otherwise, nothing can be linked to a guest account.  I'd try re-registering on My Verizon using the link below:

https://secure.verizon.com/accessmanager/public/c/reg/start

If that doesn't work either, Prepaid CS may be reached at 888-294-6804.  My trick for getting past automated answering bots is to either type "live agent" on the live chat window or say "representative" if on the phone.

[SynthpopAddict · Accepted solution]

I'm assuming your phone is now working on Verizon.  If you have no service, or your line is still with the old carrier, then you will need to contact the Porting Department at 888-844-7095.

If it's just that My Verizon isn't letting you link anything to your account, does the login URL say "guest" in it anywhere, or are you getting some message about "getting the full Account Owner experience when [something] is active"?  If either of these is true, then what happened was you got a guest account on My Verizon instead of a real one, and despite any messages saying otherwise, nothing can be linked to a guest account.  I'd try re-registering on My Verizon using the link below:

https://secure.verizon.com/accessmanager/public/c/reg/start

If that doesn't work either, Prepaid CS may be reached at 888-294-6804.  My trick for getting past automated answering bots is to either type "live agent" on the live chat window or say "representative" if on the phone.

[arkrez]

I tried all those options and I still cannot get a hold of someone. The automated service doesn't transfer me, it says goodbye after it sends me the live chat link. I'm unable to re-register because they never gave me the 4 digit security PIN. Strangely, when I request a temporary one through the AI assistant, they send me a 6 digit number and that's not valid either.

[SynthpopAddict · Accepted solution]

When I first signed up on Verizon Prepaid, I did it in a store and the employee asked me to enter a 4 digit PIN on the tablet.  If you weren't asked to enter a PIN or forgot it, you'll have to try resetting it.  I found this information on the website, but am not sure if that works for prepaid customers.  If that doesn't work, then you will have to visit a corporate store.

Verizon mobile Account PIN FAQs | Verizon Customer Support

[arkrez]

In my first message, I said that I've tried resetting it by being issued a temporary PIN. The pin they send me is six digits long and invalid every time. When I was originally at the corporate store, they did not help me and only gave me a phone number to call. See the issue? I can't get a single live person for help.

[SynthpopAddict]

Whatever temporary PIN you're being sent must be for postpaid accounts, which is why it isn't working for prepaid.  I'm shocked nobody at the corporate store wanted to help you.  If nothing else, someone there should have called Vz prepaid CS on your behalf to try to get the account PIN issue resolved.  Sure hope a Vz rep responds to this thread soon, as the forums are about to go into read-only mode as of tomorrow due to software upgrades.

@vzw_customer_support  can you please help the OP with getting their account PIN set up?  They are prepaid, so if nothing else, a ticket needs to be created, since they can't access their My Verizon account either?

[vzw_customer_support]

We would be happy to help you with your prepaid services. Be on the lookout for a private note from us for further assistance. 

-Janell