Kristinadiane82,
Changing out phones is supposed to be an easy process & regret to hear that you are having some issues. As our Social Media (Forums) Department doesn’t have any access to Pre Paid accounts, you can certainly contact our Pre Paid Department for help. They will be able to get the new phone activated for you in a flash. To reach our Pre Paid Department, please dial 888-294-6804 from a number other than your prepaid phone. When prompted, enter your prepaid phone number. Prompts may change at any time but after the automated system finishes talking, you’ll generally press 4 (for questions or to change something), then 5 (for Store Locations or Billing Questions), then 4 (for Customer Service Rep) and then enter your pass code for your account. If you do not know the pass code enter in four zeros. Then the system will transfer you to a Prepaid representative. (If you don’t have another phone to call from, your other option is to visit one of our stores.) Thanks for your patience.
AliciaS_VZW
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