So I’ve been trying to transfer my line to take ownership of the bills for the line. I was unable to accept request of transfer due to my email being tied to the account owner (I’m an account member). Support told me I needed to create a new account because they couldn’t remove me from the owner. Okay use a different email to create another account, but I guess to become an owner you need to purchase a line. Fortunately for me my girlfriend needed a new line also so I purchased a new phone and line with it. No info was given on how to activate the eSIM or account or what account is linked to the new line. Phone arrives and eSIM can’t be activated. Been talking with support for hours with transfer after transfer to “expert specialists” trying to activate my eSIM but the best they could tell me is to use my old account (which I’m not an owner of) to activate it. The whole purpose is to get away from the old account and have my own. I keep telling them I’m a brand new customer trying to set up the eSIM for the phone I received and they keep going back to my old line!!! All this just because I want to transfer my line. Horrible service setup.
We never want our customers to have issues when transferring a mobile number to another account. We will send you a private message so we assist further.
-Toni
Sorry to hear your service transfer is stuck. If the email on the group account you're trying to leave is tied to the Account Owner of that group account, I think the Account Owner needs to change the email address for you within the group account. Then the service transfer email request will go through to your new email (otherwise, I think the system is just emailing the Account Owner of the group account which is why the transfer doesn't go anywhere)? Another thing which can be a problem is when one or both of the accounts in question are prepaid. Prepaid lines can't be transferred, nor can someone transfer a postpaid line to a prepaid account.
I can do some digging around for how to change the email address, if needed.
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