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Cannot chat in Verizon Prepaid

I have been trying to reach someone at Verizon in order to move money from a secondary line to the main line on my account, and keep getting the message "Looks like this isn't a Verizon Prepaid number" when I try and enter chat.  My phones and account ARE Verizon prepaid. Why is this function not functional???

Re: Cannot chat in Verizon Prepaid
Customer Support

We apologize for the long delay. We understand the need for account access. Over this platform, we have very limited abilities with Prepaid MyVerizon accounts. Please call Customer Service at 888-294-6804. - Justin