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Can’t complete transaction: Account holder

I'm a Participant Level 3
I'm a Participant Level 3


I've received this recent exclusive offers and feel like changing my plan, but whenever I try to complete the transaction it just said that im not the primary account holder and only the account holder can upgrade phones or make plan changes on this account

:((((( but I am the primary holder and I am the only user of this account

Please help!


ps. I registrar using my email

pss. Apparently I have no problem viewing the detail of my bills and stuff....but just don't know why I am not being recognized as the primary account holder when i am trying to upgrade my plan:(



Hey @Jessicazhg! Philippe here.


Have you tried to register again as the account holder on


That will allow you full access to your account online. If you run into problems there, you can contact us for support here or we can send you a PM from the community. Smiley

I'm a Participant Level 3
I'm a Participant Level 3

Hi Philippe!

Thank you for your response

I've tried to register again as account holder using my fido number, but every time I does so the system directs me into my previous account and ask my to sign in using that account Sad


A PM would be nice, thanks @FidoPhilippe