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Same email can’t log into new account

Joining in

- 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 ???? 


Forum Team
Forum Team

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,


Hi - I’m having the same issue. Thanks 

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? 




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 

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!




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


Sorry about that Robinson3! 

Let me try sending it again 😁 



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.