thanks for the update & details, dmarkson. That (signing into the browser billaway site first) is a problem I would not have anticipated. I don't think I even knew about the browser site when I signed up.
The $0 balance may imply that the FreeUP dashboard pulls it's info from the app, and since you don't have that......
If support is correct about the cause, and was more responsive, the fix might be to send you a new SIM & start fresh with a new email-- unless you ported in a number. It would also be useful to have a warning about the order of signing in, to prevent others from having the same issue.