First question is, did you call your Mobile phone customer service PROVIDER? Or their Technical service. Second question is, did you contact your email support? Third idea is Download Tech Coach app from Google play store. Tell them ALL THE DETAILS, your cell phone carrier and ISP. Ask them if they can contact Verizon Tech Coach, or Verizon customer service on a three way call. Ask them if they can search to see if your name, email, and phone number shows up, and is there a way to resolve the problem. I've been a Verizon customer for 20 yrs and they will help you.