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phone not working deactivated account

can I get some help on my phone, I paid for the phone with a year of unlimited talk/text. one month in and I have never been able to use it. the help forums are no help as when I use the freedom pop app i do not see the same inputs that are described,.......
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has the phone every worked? or is this an issue you have had from the start? when you first activated, did you do the reset the instructions asked? Did you try the profile and prl update?
what does it say when you look at your account online?
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