Hello, I am having the same problem. There are 4 fido phones in the household, one is prepaid. In the prapaid account, my options are Upgrade your phone, Retrieve your PUK Code, Get ringtones & more, Buy accessories, Send a text message, Download User guide, Order new SIM card, Lost or stolen Fido, Refer a friend, and My Fido Mail. I also do not have a picture of my phone under "your phone". I have tried clearing my cache, cookies, history, as well as accessing the fido website on Firefox, Safari, and Internet Explorer.