hi Julianna, The forum is mostly for customer exchange. We don't have the detail of your account. From your description, are you trying to top up your prepaid? and reset the password? If you wanted to topup and had issue with selfserve, you could dial *611 and top up using the automated system.
I have had this same problem for the past two days. I tried to get them to send a verification email to change my password at least four times because I can't sign into my account . They haven't responded to my email yet.