Can't sign in to any Verizon app

[MeltedSunflower622]

Please tell me why my husband, who I've made account manager and has checked a million times to make sure I did, is unable sign into either the my Verizon app or the smart family app?

Since switching to Verizon, the only way he can sign in is with my login information. This is how it goes every single time...
He opens the app, hits create account, Verizon would like to verify but if you try to verify by text you'll be waiting decades because it never comes so we have to verify by email, is asked to sign in after verifying, types sign in information and BAM! He is it with a pop up message saying, "Too Many Failed Attempts, Account Locked". How? That's the first time he has every tried to sign in.

With every email and every new password he created and tries to use on any given day he is hit with the, "Too Many Attempts, Account Locked", message. It literally doesn't make sense.

Before we started using the smart family app it was fine that he used my sign in information. Now that we use smart family, when he uses my sign in information it logs me out so then I can't get notifications of where my son is. We'd both like to receive those notifications, I mean I do pay for this app.

We'd also like to utilize the share location feature too but you can authorize to share his location with my login information. He has to do it from his account but we are unable to do that.

This has been going on for 3 years now. Where can I talk to someone who can actually fix this issue? We tried talking to someone through Facebook messenger but he clearly didn't know what I was saying.

[SynthpopAddict · Accepted solution]

<< [...] under his name and number it has my email address.>>

I bet this is exactly what's causing the problem.  When I checked the website about changing account managers, you can simply change the name of the person but otherwise keep the original email contact information, or you can change both.  If you only changed the name of the manager, the system still thinks the login has to go under your email.  So when your husband tries to use his email instead, just locks him out.

Here's more details from the Verizon website on updating account managers (follow step 5).  You'd have to login under your credentials and then add your husband's number and email.  Hope that helps.

https://www.verizon.com/support/knowledge-base-305621/

[vzw_customer_support]

Oh, no! Dealing with service issues can be frustrating, especially if you are unable to sign in to any Verizon application. We are here to help.

For more My Verizon details, check out our FAQs: https://www.verizon.com/support/my-verizon-faqs/.

We sent you a Private Message. Please review at your earliest convenience.

~Gilbert

[MeltedSunflower622]

Service issues?  You mean issue on Verizon's end right?

[SynthpopAddict]

Just curious, but are your phones Verizon versions, or unlocked?  The website says to make sure your My Verizon app is fully up to date, and if you don't have carrier phones, maybe the problem is that the app isn't updated.

The only other thing I can think of is something got corrupted when you tried to reassign the account manager or maybe you didn't delete yourself as the account manager when you were changing things.  If nothing at all works to get it switched, you may have to get your My Verizon account de-activated and then your husband would re-register under his number, and assign himself as account manager.  How you'd put the other lines back, is another question...

[MeltedSunflower622]

The phone that is being used and having this issue is a Verizon version phone,  it's a Google pixel 6 pro.  The Google play store says the Verizon app is up to date. 

I didn't reassign anyone.  After he switched to Verizon from Sprint and everything was up and working fine, I logged in to My Verizon, went to settings and saw something about assign someone as account manager which made sense because he pays the bill for FiOS and the phones. When I hit assign manager I just tapped his name and it was done.  

When you go to "profile" settings you can look and see a list of account managers and it says I have 1 of 3 account managers set.  It shows his name and phone number but I noticed something today that I've always seen but nothing ever clicked in my head but under his name and number it has my email address.  Do you think that might have something to do with it?  Like maybe it's keeping him from creating an account bc it's not the email address they have for him?

He can't make himself an account manager. Only the account owner can assign managers. 

[SynthpopAddict · Accepted solution]

<< [...] under his name and number it has my email address.>>

I bet this is exactly what's causing the problem.  When I checked the website about changing account managers, you can simply change the name of the person but otherwise keep the original email contact information, or you can change both.  If you only changed the name of the manager, the system still thinks the login has to go under your email.  So when your husband tries to use his email instead, just locks him out.

Here's more details from the Verizon website on updating account managers (follow step 5).  You'd have to login under your credentials and then add your husband's number and email.  Hope that helps.

https://www.verizon.com/support/knowledge-base-305621/

[vzw_customer_support · Accepted solution]

Hello. Thank you for the information. As an Account Owner, you are able to assign up to 3 Account Managers/authorizes users. Every time you assign a new Account Manager, and they proceed to register their profile for My Verizon, the system generates an email or text message to notify the Account Owner for security purposes. If your email address is associated to his line, it is possible that could be the reason why he can't complete registration. It could also be missing the authorization from the Account Owner. Let us know if this information helps. 

Check out Account Manager information here:  https://www.verizon.com/support/assign-account-manager-roles-faqs/

How to update your email address here: https://www.verizon.com/support/account-management/#:~:text=Go%20to%20My%20Verizon%20to%20change%20y....

~Maria