Can't access prepaid account after switching from postpaid
JLF19842002
Enthusiast - Level 2

I switched from a postpaid account (after being a postpaid customer for nearly 10 ! years) to a prepaid account. This all happened last week and was told in 3 to 4 days from an in-store Verizon worker I would be able to view via the APP or website my new-current prepaid plan and data usage, etc. A week now has passed and i still only see my old postpaid account. When i click on the "plans" or "usage" tabs, i would get am error message saying "Please try after sometime." (🙄🤨)

There is no way to see what my current prepaid plan is or how much data i have used thus far. And yes, i can call #3282 or #225 on my phone but i would rather see all that information via the MyVerizon App or website. It's more convenient to be honest. 

I would like to add that i am currently using the same phone number i had from my postpaid account to prepaid. And while i was talking to a customer service rep (to help switch on over to a prepaid account), i asked if i needed a new SIM card and he said no.

So what gives? Do i have to wait a few MORE days for my now-current prepaid plan and usage information to show up on my account via the app / website?

Has anyone else gone through this exact same issue or something similar? Please let me know. I would appreciate it!

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Re: Can't access prepaid account after switching from postpaid
JLF19842002
Enthusiast - Level 2

I would like to add that whenever i log in to my account to check my current usage, i get the following: (screenshot attached). This has been happening close to a week now

Screenshot_20230826-135119.png

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Re: Can't access prepaid account after switching from postpaid
mjones1907
Enthusiast - Level 1

Did you get a solution, yet?   

I have the same situation, here. I changed from post to pre last month (to save $60 a month with better benefits) and still do not have access to my prepaid account on My Verizon, despite the phone rep telling me I would and despite verizon.com/prepaid and verizon.com/support/prepaid clearly stating we would have access to our accounts via My Verizon.  I have tried via the app, and it crashes harder than a toddler coming down off a sugar high after visiting grandma. 

Today I tried to log in so I could change the payment account for the auto pay that is coming out next week. I changed banks last week and spent all day today changing over payments on my auto-bill services and payment services. Verizon was the only headache.  Not a single hiccup, except for VZW.  

I tried to chat, but "I'm sorry, but we're experiencing technical difficulties. Please try again a moment later." That's been up since 2PM CDT.  I then tried to call the prepaid service number 1.888.294.6804  says they're open 8AM - 7PM ET (Mon - Sat) and were closed at 2 today.  When calling, from my mobile phone, I got  "The office is now closed."   If I called from my home phone, they answered and a robot janitor played  circular menus for several minutes and never got me into a queue.  He promised to and kept me on hold and said, "It looks like you need a representative, let me connect you," only to put me into the beginning queue again.  

So, I called post-paid and warned them.  The lady took her time and tried to find a workaround for me. She confirmed that I should have access, so expedited my call to technical support, but their queue was hours long. She tried to get to pre-paid support and kept getting disconnected while on hold, and expedited a call there, too.  She suggested I try back on Monday.  

I am beginning to regret changing, and wish I had gone to a MVNO provider...then again, "sometimes it is better the devil you know,  than the one you don't."  

Phone service with VZW prepaid : 5-stars.

VZW Prepaid Customer service .05  stars. 

 

Re: Can't access prepaid account after switching from postpaid
JLF19842002
Enthusiast - Level 2

Nope. No responses yet. August 19th is when i made the switch. Today's the 27th. I don't know what the hold up is. I should have just bit the bullet and went with Spectrum since their intro offer is very inviting. What's holding me back is not wanting to buy a new phone because my current phone isn't compatible with their service AND sadly my loyalty with Verizon since I've been a member for a very long time. 

I've also had the same issues you described , getting the run-around and saving lots on my monthly bill and i KNOW there are others out there with these same issues. 

I'll go visit a Verizon store worker later this week for a possible solution because this is ridiculous😤🤬

 

PS: oh! And another thing! How to find your account number under a prepaid plan. I am reading that it's your phone number BUT that doesn't work. I even tried xxx-xxx-xxxx-00001. Nada! Nothing! The emails i have received as a POSTPAID customer would state it in the email itself (and this was last week when i got my confirmation to end my postpaid account) BUT when i get emails as a now-PREPAID customer, it doesn't show up. No idea how to find it. Even when i log in to my account, it's reflecting the OLD POSTPAID account. Ugh!

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Re: Can't access prepaid account after switching from postpaid
vzw_customer_support
Customer Service Rep

Good morning, and thank you so much for reaching out, today! We know how important it is, to have a smooth transition between services! Please send us a Direct Message, so we can look into and resolve this matter for you, quickly! We're always here and happy to help out, 24/7! *Vanessa

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Re: Can't access prepaid account after switching from postpaid
vzw_customer_support
Customer Service Rep

Good afternoon! We understand how important it is to be able to access your account details. Let's have a look at why this is happening. Please make sure that you complete the registration process for your MyVerizon for the Prepaid account.

*Erica

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Re: Can't access prepaid account after switching from postpaid
vzw_customer_support
Customer Service Rep

We want to ensure this is resolved for you! To clarify, you have already registered for My Verizon again after switching? 

*Aly

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Re: Can't access prepaid account after switching from postpaid
JLF19842002
Enthusiast - Level 2

Yes i have tried to register a prepaid account but still run into the same issues. So to answer your question, the answer is no.

I spoke to one of your agents via chat this morning and she was going to try to deactivate my old My Verizon account so i can reregister with a new account BUT she ran into an error on her end. A ticket was submitted and should be fixed/solved within 5 to 7 days. Sometimes it can be fixed sooner which i hope.

I still get the following error message when i try to register for a new My Verizon account. It probably needs to be deactivated then a new one can be registered but who knows

Screenshot_20230828-104541.png

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Re: Can't access prepaid account after switching from postpaid
JLF19842002
Enthusiast - Level 2

Registering for a new prepaid account is requiring me to enter my 10 digit number but since my current number is still the same as my former postpaid number, i cannot proceed with a prepaid online account. And changing my cell number is out of the question. I Will not do that

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Re: Can't access prepaid account after switching from postpaid
vzw_customer_support
Customer Service Rep

We absolutely want to make sure you can access your online account! Have you already created a new MyVerizon account since switching to Prepaid services?

*Erica

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