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...
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

    • Robinson3's avatar
      Robinson3
      Joining in
      2 years ago

      Hi,

      Sorry your message doesn’t seem to be appearing in my messages.

      Thanks 

      • Megan_L's avatar
        Megan_L
        Forum Team
        2 years ago

        Sorry about that Robinson3! 

        Let me try sending it again 😁 

        Thanks,

        Megan_L