Same email can’t log into new account

[jess33333]

- 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 new accounts details 

how do I change this over ???? 

[David_Bn]

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]

Hi - I’m having the same issue. Thanks 

[Megan_L]

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]

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]

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]

Hi,

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

Thanks 

[Megan_L]

Sorry about that Robinson3! 

Let me try sending it again 😁 

Thanks,

Megan_L

[Joseph_B]

Hey @Robinson3,

Glad we could go about resolving your issue, do let me know if you require anything further and we can assist where needed.

Joe

[BOR]

Hello, I am having the same problem. I closed my old account on the 26th of January and and set up a new account on the 27th of January. I got my system up running and it is all working, but when I sign in VM App, TV Go etc. It is connecting to the old account! Can you help me please? 

Much appreciated

Thank you.