Locked Out of Web Account - Tracfone Support No Help

[Betulo]

Good morning,

I have an account with these guys, 2 phones and for years never a problem.

I have some occasional emails from them up to January but after that, something broke in their system, apparently.

My old recorded password does not get me into the account, and using the "forgot password" link, it says it will email a password reset link, but no email of any kind ever gets through.

Their tech help from India just reads a script, they escalate to a manager, read the same script, sorry if you can't get the email we can't help you, wasting hours of time.

I did get a ticket number and they called back at 5am but I missed the call because it did not wake me.

I have been searching for an alternate way to contact, executive resolution or something, but so far no luck. I found a number on BBB and an annoyed receptionist handed me off to the same India support line.

Ideas? Should probably be a simple problem to fix if someone knows what they are doing.

[hpham]

These are the numbers that I have for Executive Resolution:
Tracfone Executive Resolutions 305 715 6500 Extension 1029
Corporate office 305-640-2000 x1029
800 626 4883 x3324

My guess is somehow the email address for your account was changed (by TF?). That happened recently to a few forum members. For verification, ask them to text the verification code to your phone, and not by email.

[SlowLoris]

Did you try logging in using the phone number plus your old password? That was how I got into an account where the email had been changed without my knowledge.

[Serial Port]

hpham's suggestion/contact information is the OP's best advice. There is nothing we can do to resolve the issue.

[jet1000]

It also lets you login with the phone number, serial number or SIM number. So as SlowLoris said, try your phone number. Even if your email has been changed as hpham mentioned, the phone numbers should still be able to login with the same password.

I just logged into one of my accounts with the phone number and it worked fine even though I always login with the email address.

[Betulo]

Yes, it all looks like it is going to work when I put in phone number, email address, or serial number. But the trouble is, it never sends me an email. Neither the web form nor the useless customer service. Also got a rep to try another email, still does not come through.

I tried all those numbers and extensions, plus I found another number and called some exasperated receptionist, they all dump me to the same script readers in India who try the same 3 things over and over and over and over again.

In the absence of a real executive resolution number at Tracfone, maybe I should try Verizon since they own it now? It is becoming a problem since we have 2 phones that are getting old and will have to update credit cards at some point.

[hpham]

In the absence of a real executive resolution number at Tracfone, maybe I should try Verizon since they own it now?

Good luck with that. If you call Verizon and say you're a Tracfone customer, the rep likely will say "Huh?" or laugh his/her head off.

[SlowLoris]

Yes, it all looks like it is going to work when I put in phone number, email address, or serial number. But the trouble is, it never sends me an email.

What I meant was NOT to click forgot password. Just put the phone number in the first box and your old password in the second box -- did you try that? Since you were waiting for an email, it sounds like you didn't. I would also try logging in on the app, again phone number in the first box and old password in the second.

[jet1000]

What I meant was NOT to click forgot password. Just put the phone number in the first box and your old password in the second box -- did you try that? Since you were waiting for an email, it sounds like you didn't. I would also try logging in on the app, again phone number in the first box and old password in the second.

Right, you don't need an email at all. Betulo should just login with his phone number, sim Number or IMEI and password.

There's no need to call anyone. They won't help.

[PaulCrawhorne]

The TF Chat can handle this, from the website or the app

it is NORMAL and ROUTINE for their system to fail to send out verification emails, in hundreds of interactions lately it has not worked even once,

do not even bother trying.

Just tell the CSR to verify your ownership of the MyAccount, by sending the verification code via SMS to the number of a phone you have turned on that is a member of that MyAccount.

[PaulCrawhorne]

Also, why do you want to get into the MyAccount of that phone?

Worst case, once the Chat rep verifies you are the owner, you can ask them to REMOVE that line from the MyAccount.

This allows you to start up a fresh new one if you like.

But the new email address is still just the "unique key" identifier of that MyAccount in the TF databases

not to be used for verification codes, only use SMS for that.

[Joshtt]

Yes, it all looks like it is going to work when I put in phone number, email address, or serial number. But the trouble is, it never sends me an email. Neither the web form nor the useless customer service. Also got a rep to try another email, still does not come through.

I tried all those numbers and extensions, plus I found another number and called some exasperated receptionist, they all dump me to the same script readers in India who try the same 3 things over and over and over and over again.

In the absence of a real executive resolution number at Tracfone, maybe I should try Verizon since they own it now? It is becoming a problem since we have 2 phones that are getting old and will have to update credit cards at some point.

so are you saying you can log into the account now? if so go over to my account- then go to account info and make sure
the email is the correct one that they have on file for your account..

make sure the email is spelled correctly etc.. if its the correct email then what Paul said, emails from the tracfone from the
Philippines (not India) they often don't seem to work to well, seems like when you order a phone from tracfone from say Tennessee then the exact same email that didn't work suddenly works. Maybe international blocking lol I dont know...

that being said I have an old account with a phone that wont even turn on and is works for referralls! thats gold!
I havent been able to get a text for 18 months but my email on file works for some reason, its a yahoo email btw not
a google.. I have used it to add remove accounts, add a lines etc, so its good to have a working email
if the phone breaks hehe..

[Betulo]

I can't log into the account. That is what started this whole mess.

I had probably last logged in back before Verizon bought them. So when they changed domains, maybe the password got reset? I don't know, can't tell.

They insist that the only way to get the password reset is to send a verification email. But it never comes.

I will have to ask about the SMS idea. When I am on the line with them, they always send an SMS to verify account ownership before they will talk. But they never volunteered that the account could be reset/opened via SMS.

I want to get into the account because I need to buy some new phones and/or update my credit card whenever it needs to be updated.

[Joshtt]

I can't log into the account. That is what started this whole mess.

I had probably last logged in back before Verizon bought them. So when they changed domains, maybe the password got reset? I don't know, can't tell.

They insist that the only way to get the password reset is to send a verification email. But it never comes.

I will have to ask about the SMS idea. When I am on the line with them, they always send an SMS to verify account ownership before they will talk. But they never volunteered that the account could be reset/opened via SMS.

I want to get into the account because I need to buy some new phones and/or update my credit card whenever it needs to be updated.

hmm so one way to lose the account is if the phone line goes inactive for over 2 months doesn't sound like that happened.


Ok I had same email problem with a newly activated phone, The agent made a email and I told him my pin number and they generated a new phone number.

problem was I couldn't log into the account because I could not get the email with the password, similar to you. I would try to login
with phone # they would then ask for a password I don't have..

by the way I was told also that they could not generate a password with a text message, the system has to generate the password and send it by email automatically I was told multiple times so don't think that will work.

anyways, after multiple tries and callbacks messing with logging on and off my email account with agents I eventually did a text chat and discovered they had written down the wrong email..so I made a entire new email account and tried again still didn't work, it did not generate
a password.
ok at a certain point I said to myself they did not ask me for a pin number on the second account they created, so again with a agent I made a 3rd email account this time they asked me for a new pin number, ok then I went to log into the account on the web app with the phone number but this time instead of promting for a password the webpage prompted me for the 4 digit pin number.. I entered the pin number and then I was able to create a password for the account and I was in!

so what you may need to do is make a new email and have the agents set you up with a new pin number associated with your phone # account, you will then log in using your current phone #, you should on the webpage get a prompt for your 4 digit pin number, and then you can log in and create a password..

so you may have to start over...if the agent does not have the right email -and a pin number you wont be able access your account...

hope it works...

[PaulCrawhorne]

They insist that the only way to get the password reset is to send a verification email. But it never comes.

Their system is broken, literally cannot verify via email. Regular CSRs may not know this, but the escalation / corporate ones should. Generally not helpful to emphasize that you know more about how their SNAFU system works, simply state, no email arrived.

Another key is, set a simple goal like removing the line from that MyAccount, not actually changing anything else about that MyAccount.

Other verification data points include

Zip code, IMEIs SIM ICCIDs and phone #s of each line in the MyAccount

SMS sent to every line in the MyAccount

SMS sent to the contact number listed in your MyAccount profile - does not need to be a TF line

profile PIN

security Qs you entered in the website version of your profile

exact details of transactions on lines, adding plan cards etc, Order IDs, ideally using the payment method that is registered in that MyAccount profile

exact details of Reward Points transactions

Results of sending POINTS and FOUR keywords to 611611

four phone numbers you recently called on the line ( say between 24 and 72 hours ago)