topic Re: Signing in!!! Help in Get Support

Signing in!!! Help

Katarzyna — Mon, 12 Jun 2023 17:03:12 GMT

I’m trying to sign in onto new account but it keeps requiring me to confirm with a code using an old phone number from old account that isn’t active. What do I do?

Re: Signing in!!! Help

dust2dust — Mon, 12 Jun 2023 17:05:11 GMT

Click on resend code and it should come up with a list of options.

Re: Signing in!!! Help

BKNS27 — Mon, 12 Jun 2023 17:08:40 GMT

@Katarzyna

I am assuming you have created a Eversafe ID before trying to login to your account. If not, click on Sign Up and create an ID account.
Click on Forgot Password so the 2FA will be sent to your phone, email or text.

Re: Signing in!!! Help

Katarzyna — Mon, 12 Jun 2023 17:09:04 GMT

It allows me to log in to the first login. And then it says that there’s already an account for that email on file and that they need to confirm by sending code to that old number. It’s not letting me get around it

Re: Signing in!!! Help

BKNS27 — Mon, 12 Jun 2023 17:11:09 GMT

@Katarzyna

Click on Resend Code and it will give you the other options to send the 2FA code to your email.

Re: Signing in!!! Help

dust2dust — Mon, 12 Jun 2023 17:12:06 GMT

You said "sign in onto new account". Are you saying you're just now trying to sign up for a new account? Or that you made the account already and now you're trying to sign in to it?

Re: Signing in!!! Help

LitlLdy — Mon, 12 Jun 2023 17:24:07 GMT

@dust2dust , maybe this was what you were trying to explain to me in another post about not being able to use the same email address from an old account to create a new one! I can see why now with this new system how it would get mixed up! Sorry 😕 If that is what happened here I wonder if only a CS_Agent can fix it?

Re: Signing in!!! Help

esjliv — Mon, 12 Jun 2023 17:29:00 GMT

@Katarzyna wrote:
I’m trying to sign in onto new account but it keeps requiring me to confirm with a code using an old phone number from old account that isn’t active. What do I do?

@Katarzyna - the old account that isn't active, is it currently within a 90 day suspension? IF so, that is why you are having an issue because only 1 unique email per account allowed.

But if this is an old number that was closed a while ago (ported out or been in nonpay status for over 90 days), then I'm not sure how you can get around that other than asking CSA to remove that connection. Unless someone else knows a workaround?

Which is your situation?

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