Group account holder cant resend invite email

[Jay_7t5]

Hi there,so my step dad had 2 numbers on his group account,his card was compromised and had to go through sending invite email to 2nd number, however he messed this up somehow,he has Alzheimer's so hes not sure what to do with chat online etc, I tried earlier was told to log out of his account & log in again,restart process, this has led the person with second number who wants to leave, but she can't even get her PAC code,we can't top up number, it's a complete utter mess, what's my best plan of action to help them? Thank you 

[MSF]

@Jay_7t5 Firstly, if the second number was set up as a Nickname Sim, then it won't have the usual range of options as it is effectively a sub-unit of the main group owner's account.

Not really sure why he had to invite the second person if they were already in the group. When you look at the group members, are they all separate accounts?

As this seems a very complex issue, Smarty Support are the only ones who can look at his account to determine the cause of the problem and so he will need to web chat with them and carefully explain.

[Jay_7t5]

Hi there, sorry for late reply, I can't even see the second number account details to even top up, the Only thing I can see is a email invite he sent with the corresponding number to invite as group member, I don't know what my step dad has done before all this, whether he did it correctly, it's a complete mess, the Only account information with a number we can see is his number, I've tried setting up smarty account with the second number with new email but nothing, can't even retrieve PAC code to keep number and move to a different network,we tried support chat but couldn't get anywhere.i think it is a case of getting a new number, disaster, thanks for getting back so quickly 👍

[Rebekah_150]

Hi  Jay_7t5,

As your Dad has Alzheimer's  and you would be speaking on his behalf we do have specific support services available for customer with accessibility needs, https://help.smarty.co.uk/en/articles/967856-accessibility-with-smarty 

[Jay_7t5]

That is a great help, thank you, I'll try them as he's not sure how, what is going on, and I'm baffled by it too,😩👍

[MSF]

@Jay_7t5 If he did not invite there second person and they did not accept, then they were never added to the group.

If the second number does not show up, that person may need to start their own account afresh - it sounds like their sim has not even been activated. If that is the case (not activated) then you cannot get a PAC.

I think it may be difficult to ask for meaningful help from Smarty Support (other than to get them to check his account for him) because you cannot accurately explain to them what has happened and that is a pity.

[Jay_7t5]

I wish I knew how and what he did setting it up, he is not sure, the number was in service, it's Only since he changed his Bank payment method this happened,I don't fully understand how group works so this is a jigsaw puzzle, I thought when you Go to top up he'd have 2 accounts and I only see 1 active, would be great if I could actually speak to someone who can remotely see what he has done on his account, and what happened to the second number payment method, but that's not possible.thanks for replying 👍