Second line not showing in My Account

[13423412341234]

I added a second line through a promotion presented on My Account in November 2024, but I still can't see it anywhere in My Account.

Multiple customer service reps told me they can see the second line on their end and I should be able to see it in My Account as well. Even after a lot of troubleshooting, it still hasn't been resolved. I only see the second line on my bill, but not in "Account Overview", "Mobile Dashboard", or anywhere else in My Account.

As suggested in other posts, I logged in to My Account on the app and on web browser with my email and password, but the second line still doesn't show anywhere. I've tried logging in and out while clearing browser history, cookies, and cache with no luck. I've tried to submit a "Resolve your Concern" on the contact page, but it won't let me submit.

Running out of ideas and options. Any help or suggestions would be appreciated.

Thanks!

[13423412341234 · Accepted solution]

Update and Solution:

A ticket was created by customer care, which was escalated to Fido's "I.T. back office". They said it was some sort of "sync" issue with my account. They did thier voodoo and now I have the drop down menu showing both lines.

[KAPABLE-K]

Hello @13423412341234,

It sounds like you are registered as a user but not an owner. You will have to register again, this time ensuring you choose owner. Then, you will be able to see both lines.

[13423412341234]

I appreciate your suggested solution but I am speaking with Fido customer service now and they confirmed I am listed as the account owner and not user for My Account.