Security Verification notice?

[arny56]

I’m trying to add an activated line to my account using the Add A Line tab under Manage Lines and I keep getting this notice:

Security Verification
We are not able to process your request at this time, please call support.

Any ideas what this is about?

[Serial Port]

If I had to guess, it was just a temporary issue with their system. Like the auto response mentioned, call support. Not likely that it is anything nefarious or to worry about.

[TacoDan]

Might try using Chat

[SlowLoris]

Is there an existing line in the account? If the account is empty, you will get that message because it wants to send a verification code to a phone line. So far, I have had no luck with customer service. Two agents told me I had to create a new account. The third agent finally sent a code to the email address, but still was not able to add the active line to an empty account.

[sillyette]

I’m trying to add an activated line to my account using the Add A Line tab under Manage Lines and I keep getting this notice:

Security Verification
We are not able to process your request at this time, please call support.

Any ideas what this is about?

Could be any of these reasons:

- The line you're trying to add needs to be removed from its existing account first.

- The account you're trying to add it to had its email address changed sometime in the past.

- The device on the line you're trying to add is already in the account you're trying to add it to.

- Tracfone's systems have decided to act up and are throwing out random errors.

Knowing Tracfone though, the last one is the most likely!

[PaulCrawhorne]

It is easiest to just spin up a fresh account with a new email

[SlowLoris]

It is easiest to just spin up a fresh account with a new email

That is what customer service wanted to do. But I have a balance in this account because I was saving up for a phone discount code.

[PaulCrawhorne]

brainfart

10char

[arny56]

Thanks for the responses, to clarify:

The account I’m trying to add the line to is my regular account, currently with 2 active lines.
Line has been removed from it’s previous account.
No email change that I can recall.

I’ve been trying for 3 days now with the same result so I don’t think this is a typical random Trac error but it’s Tracfone so who knows?

Much as I dislike the CSR lottery I’ll probably end up going through chat to solve this, thanks again for the suggestions.

[kaZZoo]

What web browser are you using.

[jet1000]

Is there an existing line in the account? If the account is empty, you will get that message because it wants to send a verification code to a phone line. So far, I have had no luck with customer service. Two agents told me I had to create a new account. The third agent finally sent a code to the email address, but still was not able to add the active line to an empty account.

I'm not sure what is happening in your case. But I have added a line to a completely empty account. Tracfone does send a code to the device that I want to add. But after the code is verified it adds it to the empty account that I want.

[arny56]

What web browser are you using.

Both Edge and Chrome (I know they're about the same thing) with the same result.

[hpham]

Both Edge and Chrome (I know they're about the same thing)

One is from Microsoft, one is from Google. Either company would be unhappy if you tell them it's about the same thing as the competitor's.

[SlowLoris]

I'm not sure what is happening in your case. But I have added a line to a completely empty account. Tracfone does send a code to the device that I want to add. But after the code is verified it adds it to the empty account that I want.

Thanks! Do you recall when you last did this? I was able to do it on October 21, but not on Nov. 1 or since. Now that arny56 says there are lines in his account, but we are getting the same error, maybe it is unrelated to the empty account.

Edit to add: as family members have left Tracfone for other carriers, I still have access to a three other empty accounts, besides the one I actually care about. All of them still show a point balance of 400-600 and appear to be active accounts, but when I click add a line, I get the error message: Security Verification We are not able to process your request at this time, please call customer support.

In contrast, an account with a line, gets the message with the option to click the box for an active line or choose another way to verify:
Security Verification
Select how you would like to receive your code
Phone number
(Some phone numbers may not be available due to recent activity.)

[arny56]

Hmmm, curiouser and curiouser. I don’t get the popup to choose a method to verify and yet my account is not empty.