ACCOUNT SIGN IN ISSUES

[Fight4OurLife]

So I've never actually logged into my Verizon account before but I've been having email troubles and am trying to change my email on my account but as I've never actually signed in to my Verizon account I've forgot my login info when ever i try to do the forgot password option it gives me the option to either have a text sent to me or to mail me something but no matter which option i select the same message pops up 

"The user ID or Verizon mobile number you entered doesn't match our records."

which is strange because i have been trying to do this on my  laptop while looking at all of my billing emails on my phone to make sure I'm using the correct email and phone number so i know that cant be it i got my security question correct so that cant be it so what am i doing incorrectly because I'm getting mighty frustrated as i am a night shift worker and am typically either working or sleeping during the available call hours and the ai chat help just gives me the run around on fixes so i would very much like help fixing this because apparently the email address that my bill gets sent to was open for me to make this new account but somehow isn't the account my actual account is under so i need this fixed asap so i can get a ton of other things fixed that are linked to my broken emails but this issue is the one that is taking me the longest to close off

[SynthpopAddict]

If you've never signed into your Verizon account, is it possible you never registered on My Verizon?  Also, is this for mobile service, Fios, or 5G Home Internet?  The account registration process is a little different depending on the service you have.

[Fight4OurLife]

its for my mobile service  i bought the phone at work at Walmart so i did all of the setup through the phone and did all of the sign up then and there. but its been over a month or so and it just never occurred to me to open the my Verizon app at the time because of how i was rushing to get the phone setup so i could get back to work so i just sign up did all of the confirmation emails payed the first bill and went back to work.  if i did just forget to register it how would i go about fixing that because I'm truly stuck and frustrated

[SynthpopAddict]

Signing up for service at Verizon is not the same thing as registering your phone number on My Verizon.  I use a PC to access my account, but am guessing registering your phone number on My Verizon is pretty similar on the app.  On the login page, there's a link for "create new account"; go there and follow the prompts.  If the system gives you some kind of error saying your number is already registered but you are completely unable to access your My Verizon account at all, then a Verizon rep will have to delete your My Verizon account and then you can start over with a new registration.

[Fight4OurLife]

ok so the issue is one of the steps calls for a phone number or an account number

i put in my phone number and get the prompt

"error notification Provided input is not valid and cannot be linked."

ok great nothing new here so far 

i would do the account number except i dont know it because i do paperless and in order to get it through email i need to login to my "my verizon" account which again i dont know the  info for which brings us back to square one on that issue because apparently my billing email is not the same as the email i set the phone up under which also happens to be an email i no longer have access to because again i just want to use a new email because most of old emails are attached to things that have lead to issues thus why im trying to get all of my stuff attached to a new email and now the only thing left to fix is my verizon 

[vzw_customer_support · Accepted solution]

Hey there, Fight4OurLife, we want to make sure you're able to manage your account via My Verizon. If you are using a different email than what is currently listed on your account, that will have to be updated before you are able to complete registration. Before going that route, you can also click here: https://bit.ly/4lhRgSP to register for My Verizon. Please let me know if that works for you. 

-Lauren

[Fight4OurLife]

That worked!!! Thank you so much!!!!

[vzw_customer_support]

We want to help you with your account access concern. Is this prepaid service? ~Peter

[Fight4OurLife]

No its not prepaid i have a plan 

[vzw_customer_support]

We want to make sure that you are able to sign into your My Verizon account. I am sending a private message so that we can gather some additional information.

-Joe

[Fight4OurLife]

if needed i can give all of my information like i said in the post this is the last thing i need to do and really all i'm looking to do is get into my account so i can change my email address because my other email address have issues linked with them so i needed to start a brand new one.

[JKauf55]

I have the exact same problem. Good luck on getting this fixed. You’ll have the account being locked for 24hrs before a fix… well, that’s my experience so far