Trying to switch from ATT prepaid to Fi -- another paygonline nightmare

To start I'll mention that this is my wife's phone and account switching nightmare. I was able to make this change after only mild teeth pulling trying to navigate the new changes to at&t prepaid. If it matters we're both on Pixel 7 Pros not purchased through carriers

Basically she's stuck in a login loop. Enter user ID, enter password, forgot password, go to prepaid login, enter ten digit number, try to set a new password, annnnnd "Hmm... that didn't work. Check your entries and try again."

Wash, rinse, repeat, and now she's on a 24 account lockout for too many password attempts

So, sure, it's just 24 hours. But is there a secret method to even accessing an account? Whatever password she had isn't saved so like, simply resetting a password has turned into a weird maze

Just wondering if we're missing anything obvious. I've heard nothing but bad reviews about 611, etc. And given how quickly the walls went up to change her password I'm surprised this worked on my phone in the first place