Switched from prepaid to postpaid, now can't sign into my account
frustrated73
Enthusiast - Level 1

I switched from prepaid to postpaid 3 days ago (I called and did it over the phone, and got all the email notifications that the service was set up). Since then, I can't log in to my Verizon account. When I login it sends me to myvprepay.verizon.com and pops up an error message saying "Error We're having trouble connecting to My Prepay. Please try again later."

I can't create a new account because my phone number is already associated with my current account.

Thanks for any help.

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Re: Switched from prepaid to postpaid, now can't sign into my account
vzw_customer_support
Customer Service Rep

We want our consumers to have the best experience. We would be more than happy to assist. Would you please send us a PM?

*Shania

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Re: Switched from prepaid to postpaid, now can't sign into my account
frustrated73
Enthusiast - Level 1

Most frustrating customer service experience ever. No one can help me.

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Re: Switched from prepaid to postpaid, now can't sign into my account
vzw_customer_support
Customer Service Rep

We understand the importance of having full access to your account, and we can gladly provide any assistance you need today. Please join us in a Private Note at your earliest convenience for further support.  

*Michael

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Re: Switched from prepaid to postpaid, now can't sign into my account
frustrated73
Enthusiast - Level 1

Nope, that person didn't help either. Verizon Customer Service continues its unbroken losing streak.

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Re: Switched from prepaid to postpaid, now can't sign into my account
vzw_customer_support
Customer Service Rep

We definitely want to check on the ticket for you and do all we can to help. Please meet us back in a Private Message to continue the conversation. 

*Gavin

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Re: Switched from prepaid to postpaid, now can't sign into my account
lahmaury
Enthusiast - Level 1

Having this same issue. Were you able to get this resolved? (If yes, what did you have to do?)

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Re: Switched from prepaid to postpaid, now can't sign into my account
SynthpopAddict
Contributor - Level 3

@lahmaury, well, the good news is your prepaid account was properly disabled when you switched to postpaid.  Otherwise, you'd be paying for both the prepaid AND the postpaid account for one number - and yes, I've seen threads from others where that happened!

The bad news is, the system thinks you closed out your account completely and revoked all your access when you switched to postpaid.  This same thing would occur if you had ported your line out of Verizon to some other carrier.  Because it's an IT issue, your only hope is to wrangle with Verizon until you get someone who knows how to transfer your account access over to your new postpaid account (it has a different number than the prepaid account).  Good luck.

-------------
I'm not a Verizon employee, just another customer trying to help.
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Re: Switched from prepaid to postpaid, now can't sign into my account
vzw_customer_support
Customer Service Rep

Oh, no! lahmaury, dealing with service issues can be frustrating, especially if you are encountering My Verizon account issues. Verizon is here to help.

 

Please tell us more, what exactly happens when you attempt to sign? When did the issue start (did it work before)? What recent changes have you made? Aside from the My Verizon problem, any other issues?

~Gilbert

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Re: Switched from prepaid to postpaid, now can't sign into my account
lahmaury
Enthusiast - Level 1

Hey, this issue happened after I migrated from Prepay to Postpaid. I lost access to the app and online quick pay. The error message when I tried to sign in (online and the app) was “Prepay unavailable”. Didn’t show me anything else. Tried calling in and unregistering the number from the app (and they did), but I was not able to successfully relink it, even when I made an entirely new account. The error message I got when trying to link it to another account (I tried the account number and phone number option) was “Not eligible for linking”. I spoke with several different specialists and they controlled my phone and tried on their end but was getting the same errors. I was then transferred to Prepay to see if the myVerizon app was unregistered on their end, and it was. I was told to go to a store (I went to 2 different locations) but no store was able to service the app. One specialist but in a ticket but I never heard back. This issue lasted over a month. Fortunately, today I opened the app and it looks like there was been an update that has fixed everything. I’m no longer experiencing this issue.