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Voicemail access

After drowning a s4 galaxy, it was replaced by a used moto x, it was carried to a local verizion retailer to be set up. since then, when attempting to access regular voicemail, call is answered with access is prohibited, contact plan administrator and hangs up. as plan administrator, I have searched all over verizion website, cannot locate voicemail management, to turn this back on. Is this something I can do, or does the phone have to return to local retailer?