Forum Discussion

jess33333's avatar
jess33333
Joining in
3 years ago

Same email can’t log into new account

- I have an old account which was deactivated and set up a new one a few weeks ago but the app is still connected to the old one as they have the same email how do I change this over so can see the n...
David_Bn's avatar
David_Bn
Forum Team
3 years ago

Thanks for your post on our Community Forums @jess3333, and a very warm welcome to you!

Sorry to hear of the difficulty you've had registering for the new account. 

We will need to perform a Move and Transfer of the E-Mail address from the former account, to the new one you've recently created.

Check out the purple envelope in the top right hand corner for a private message from me.

Kindest regards,

David_Bn

Robinson3's avatar
Robinson3
Joining in
2 years ago

Hi - I’m having the same issue. Thanks 

  • Megan_L's avatar
    Megan_L
    Forum Team
    2 years ago

    Hi Robinson3,

    Thanks for using the Community Forums to get this issue with your Online Account looked into, I am sorry if this has been causing some frustration 😥 I would be more than happy to look into this for you!

    Can I firstly ask whether you're a returning customer with old account details, or have you moved properties and your account is still attached to your old address? 

    Thanks,

    Megan_L

    • Robinson3's avatar
      Robinson3
      Joining in
      2 years ago

      Hi,

      I’ve moved house and got a new deal but the account that’s connected to the app is the one that’s been discontinued. Thanks 

      • Megan_L's avatar
        Megan_L
        Forum Team
        2 years ago

        Thanks Robinson3, 

        We'll need to do what's called a Move & Transfer or M&T for short 🙂 This means I'll be transferring your old Online Account details onto your new services.

        I'll send you a private message now so we can get started. 

        Speak to you soon!

        Thanks, 

        Megan_L