Device Is Missing on Account

Overview

You have added Field Force Manager service to a phone number but it is still missing on the Devices page.

Diagnosis

This issue may occur due to one of the following reasons:

• The group to which the device is assigned is not selected in the Group filter.

  To check if this is the case:

  1. 1. From the Field Force Manager web portal, navigate to Administration > Devices.
     2. Click Group Filter and select all available groups.
        
        
        
        
     3. Click Save & Close.
        
        • If the phone number is displayed on the page - it means that it was added to the correct account and you should be able to find and update the new worker account (under Administration > Users).
        • If the number is still missing on the page, proceed to check the next root cause.
• The device was added to a new account (another company ID) because you used a different billing address - check if you have received a welcome email with a different company ID (from the one that you use to log in to the web portal). 
  A welcome email is sent only when a new company is created; if you haven't received such email, the number was added to another existing company ID or FFM service was not activated on the number.

Solution

Submit a request to move the phone number to the correct company ID.

Our team will check the status of the number and will move it to the correct account; if the number does not have an active FFM package, you will be advised to contact Verizon to activate it. 

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