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Can't register for self serve?


Userlevel 1
I just got a plan and I'm trying to register for selfserve but it won't let me. It's saying that the account does not exist. I know I'm typing in the correct phone number.

8 replies

Userlevel 6
You mean you can't even pass the first page that asks for name and phone number? As long as your number is valid it shouldn't be a problem though.
Userlevel 1
Chris Petersens wrote:

You mean you can't even pass the first page that asks for name and phone number? As long as your ...

Yeah it's saying "account could not be found" But I know I have the account..my phone is working perfectly fine. And I can't even call a customer service rep since theyre closed atm. 😑
Userlevel 6
Chris Petersens wrote:

You mean you can't even pass the first page that asks for name and phone number? As long as your ...

That's very strange. At that step they don't even match names to the number. They are just looking for a valid number, spaces /dashes left between the numbers don't even matter. Maybe it is indeed just an issue with your number for some reason. Did you port in from another phone company?
Userlevel 1
Chris Petersens wrote:

You mean you can't even pass the first page that asks for name and phone number? As long as your ...

Nope it's a new number, I never even had an existing account with another company. I just got it activated 2 hours ago. Maybe I need to wait a bit to set up my self serve?
Userlevel 1
Chris Petersens wrote:

You mean you can't even pass the first page that asks for name and phone number? As long as your ...

okay so now i've managed to get through, but when i log in it doesn't show my monthly plan or anything like that. it just has tabs that show: email address, password, link account, and security questions. nothing else. i'm not sure what i'm doing wrong
Userlevel 6
Chris Petersens wrote:

You mean you can't even pass the first page that asks for name and phone number? As long as your ...

Ahhhh......I see.....ok...here is when that apparently happens. If you gave an email address at the time of buying your phone and you are now using another one for self-serve you will have that issue. You see they send a verification email to the one you gave at the store. You have click on a link that they send you, if you restart the registration with another email you will run into the trouble you just had. You will have to call to have it reset. No other way around it. 😞
Userlevel 1
Chris Petersens wrote:

You mean you can't even pass the first page that asks for name and phone number? As long as your ...

hmmm ... i gave the same email address though! weird
Chris Petersens wrote:

You mean you can't even pass the first page that asks for name and phone number? As long as your ...

I clicked on the link that they sent me twice and it won't allow me to go past the page asking for the phone number???

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