Hello, valentinapico and celestebclib!
Thanks for posting. I'm sorry to hear you're both having difficulty refilling your prepaid accounts online. We would be happy to help, so please click here to send us private messages with your contact information, the best time to reach you, and a brief summary of the issue.
You can expect a reply within two business days, so keep an eye on the little blue envelope icon in the top right corner of your screen. In the meantime, feel free to message me with any other questions or concerns.
-Mariana