Spellmaster
I mean I guess most people can get access to a different phone, even if you have to borrow a friend's or use a payphone or do it at work… but it still strikes me as a little counter-intuitive, especially now that house phones and payphones aren't so popular anymore. it's like an internet help page to troubleshoot not being able to connect to the internet
but I actually found a help chat feature on the website 
it was a little awkward but they seem to have fixed the problem without me having to call!! writing-based customer service does exist, the future is now