I've been reading the reviews and it seems things get worse after you call customer service. This month, after my minutes were loaded, I've been unable to check my balance online.
It encourages me to call customer service. What I can gather, this is how they verify your Sim card and deactivate your service. I have 2 other carriers in my state that offer free cell service for qualified applicants and I'm now going to research them to see if the same BS is going on. Trump is trying to cut benefits and I'm sure the cell service is on the list.
Anyway, DON'T CALL CUSTOMER SERVICE. Find participating dealers that help service these phone and go there.