Electronics

[SouthernBee]

Until today the customer service has been great. DH wanted a smartphone so I suggested Tracfone and the phone is a Galaxy A 12. I have been setting up everything for him. I also use Tracfone. On his Tracfone app trying to change his password because one entered not accepted. Entered his email address and then selected "forgot password". Then received prompt to enter the email address and then received message: unexpected erro. Was on the phone with Tracfone for over an hour. Went thru various steps and they insisted that the phone was activated, everything working correctly: text, data, and phone calls.I stated ok but what about the issue trying to change password? The response received: Thank you for contacting Tracfone and have a great day and hung up. Ok. I use Tracfone and my phone is the Galaxy A 10 E. I decided to check my Tracfone app. However with my last phone update the Tracfone app was replaced with something totally different called the Tracfone pulse. I downloaded the Tracfone app. Verified my phone number, balance summary for data, minutes and text. Checked my profile and password incorrect? Top of page in red letters : INACTIVE with two options: activate device , manage credit card. My phone was activated 8/7/21🤷‍♀️😳😳 Totally frustrated and confused. Any suggestions ?

[Mz iMac]

@SouthernBee  "However with my last phone update the Tracfone app was replaced with something totally different called the Tracfone pulse. I downloaded the Tracfone app."

Why not download & reinstall the Tracfone pulse app since it worked for you previously?

[SouthernBee]

@Mz iMac : I didn't delete the Tracfone pulse. If I am using it wrong but didn't see the balance for data, minutes and text. I will look at it again. Thank you.

[grandma r]

@SouthernBee. Based on my own recent experience,  tracphone has NO customer service.  I've called and wasted way too much time waiting to speak with a human.  Big waste of time as no one seems to know anything or how to fix a problem.  I've spoken with 4 different people and haven't gotten the same answer twice.  The website is awful too.

Tracphone is still a cheaper alternative to the other carriers, so I'll stay for now.  Goid luck trying to correct the issue you're having.

[SouthernBee]

@grandma r : Thank you. Hate to deal with so many changes but for now the Tracfone is the best option.

[Still Raining]

Hope this works out for you ❤️

I just went thru a bump in the road with my carrier, and is hard.

[gardenman]

Back to the password issue, they can be a nightmare for customer service reps (CSR). As a CSR you can typically look up the correct password, but how do you know the person on the other end of the conversation is entitled to know it? If you give the password to someone who's not entitled to it and it's a password the real owner uses elsewhere (as many people do) you can be opening Pandora's box for the customer and your company.

That's why websites have the "Forgot your password?" option. It sounds like there was a technical issue with the "Forgot your password" option here. The best bet is to try again from a different device or browser. Some software is very browser dependent and if it doesn't like your browser will throw you an error. Try again from a different browser and see if you get past the error. In many cases, the CSRs are forbidden to disclose a password.

[ceekay]

@SouthernBee - when I have to do stuff for my Tracfone, I usually do it on my laptop at tracfone.com and interact that way.  My phone and I have a hate/hate relationship and I just find it easier to work on the larger screen and the Tracfone site.  Sometimes when I have encountered problems on my phone using the Tracfone app, all goes smoothly on the website.  Just a thought.  Good luck!