Skip to main content
Accessibility Resource Center Skip to main content
Have a phone you love? Get up to $500 when you bring your phone.
end of navigation menu
Showing results for 
Search instead for 
Did you mean: 
***Announcement: Early next week, we’ll be merging the current Fios and Wireless Communities into the all new Verizon Community! Beginning the evening of Sunday 12/4, both Communities will be placed in read-only mode. You’ll still be able to visit the Communities and browse content, but login will be disabled. On the afternoon of Monday 12/5, all users will be able to log into the new Verizon Community. We expect the new Community to be fully functional the morning of Friday 12/9. Additional details can be found in the Announcements board and under Featured Topics!
New phone works but My Verizon still shows my old phone.

I just got a renewed S9 from Amazon. Verizon online says the device is compatible with the network. Picked up a new sim card from the verizon store - since the verizon website kept returning an error message when I tried to order online. The guy in the store said the phone isn't compatible. He gave me a SIM card. I came home, activated the SIM card, put it in the S9 and it works fine. However, Verizon online still shows my old S5 as my phone. The new phone seems to work fine for texting and calls and seems to have no problem connecting or using data, but it still shows up on the website as my old phone. When I try to switch devices through the website, the IMEI number gives a green light for compatability, but the SIM card number says it is not compatible with the device. Yet the device seems to be working fine. Please advise? What can I do to fix this? Or should I even worry about it? Thanks. 

Re: New phone works but My Verizon still shows my old phone.
Customer Support

Only devices that are in our database will show up correctly in My Verizon. If the phone you are using is working, you're good to go, but you may not see the correct information in your My Verizon. Does this information help to answer your question? EricW_VZW

Re: New phone works but My Verizon still shows my old phone.

was the old phone off when you activated the s9?

replacing the sim card again may help, new sim card shouldn't show old phone.