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New phone not showing in my account

PostPosted: Sat Apr 27, 2019 5:00 pm
by Deborah P
I upgraded to a new Samsung phone and I checked the airtime in my account online and in the my account app that I installed on the new phone. It doesn't show the new Samsung phone and when I try to add it I get a message that says the phone number is invalid. It only shows the old Tracfone phone as being deactivated. Does that mean I lost my minutes and airtime? Also, how long does it take after activation for the new phone to show up in my account? Thanks.

Re: New phone not showing in my account

PostPosted: Sun Apr 28, 2019 8:41 am
by TracFone - Larry
Hi Deborah P. I'm TracFone Larry. We apologize for the inconvenience. Let us help you with your concern. Please check your forum inbox for a message. Click on "New Messages" beside User Control Panel to view your forum inbox. You can use our self-service menu by simply texting the word HELP to 611611. Thank you.