How to deactivate a phone when not showing in Account

I am trying to move from one RW phone to another RW phone. Both are activated at the moment but when I go to one of my accounts to deactivate the newer of the RW phones, it says I don’t have any phones on the account even though I get billed every month for the usage. The phone that is not showing is a Moto G4.

How do I get the phone to show up so I can deactivate?

Thanks

One of two things is happening here:

  1. You are not logging into the account with the email address you logged in with when you purchased the G4 -or-

  2. You have “assigned” the G4 to another family member and need to log into the account to remove the assignment.

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