Can't Access Account Online
MrDee01
Enthusiast - Level 2

I have 2 verizon wireless accounts. One for myself with a phone and hotspot on it and another account that has my wife's and son's phones on it. I have no problem accessing my phones' account via the web. The second account is an entirely different matter. For the past 2-3 months I've had to spend at least a half hour on the phone with VZW support so I can give them money. ARE YOU KIDDING ME??? When I log in via the web (which is how I have payed this bill since the Primco days) I enter the login credentials and they will only allow me to validate via a text message to my wife's phone or via the VZW app on her phone. Guess what, I don't have her phone and she works in an environment where she can't be on the phone. Per the VZW support person, there's no way to avoid this and I can't have her account on the VZW app on my phone. I am the account owner for both accounts. This is the most ridiculous policy I think I've ever seen. What kind of business (other than VZW obviously) would make it so difficult to pay them?? If anyone has suggestions for a workaround I'd welcome them.

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7 Replies
vzw_customer_support
Customer Service Rep

I can definitely understand your frustration, MrDee01. I know how important it is to have a simple way to pay the bill on your second account. I regret hearing that this has been ongoing for the last 2-3 months. We also take account security seriously, and this heightened authentication is to prevent unauthorized access to your Verizon account. The great news is that I might have an option that can help you still pay the bill online. What happens when you try to pay the bill via this link? https://www.verizon.com/digital/nsa/nos/ui/payment/otp/login#/

-Joseph

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MrDee01
Enthusiast - Level 2

The link works fine if all I need to do is make a payment. However, I need to download a PDF version of the bill to submit for business reimbursement. As far as I know, that can't be done via the link you provided.

Thanks,

Mark

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vzw_customer_support
Customer Service Rep

It sounds like some of the roles need to be changed for the second account. To initialize this we would need to go through the process of authenticating through the other number. Is there a good time to do so?

-Melissa

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MrDee01
Enthusiast - Level 2

Are you available this Thursday (6/22) at 7:30pm? My wife should be home from work by then and I'll be able to access the phone at that time. Just so you know, I'm the account owner for both accounts.

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vzw_customer_support
Customer Service Rep

We'd love to help you out. We're available from 8:00 AM EST to 8:00 PM EST. We're going to send you a Private Note you can use to reach out to us and get started.

~Jesse

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MrDee01
Enthusiast - Level 2

Sounds good. I'll look for the message.

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vzw_customer_support
Customer Service Rep

We always want to make sure we are able to help out with any issues you are having. If you still need assistance, please authenticate through the previously sent authentication link, and we'll be happy to help.

~Freddy

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