I would try a hard reboot take out your SIM Card and battery after you turn your phone off. Leave them out for 15 minutes put them back in turn on your phone and try again . If you still have a problem cal611 from your cell
To add to Gloria be sure to explain to customer support that you tried and couldn't get it to work via self-serve. I would also try a browser if after it doesn't work.before calling 611. Ideally Firefox or chrome.