two accounts same email trouble

[jdd586]

I have started a new account with my old phone number which I am transferring from another provider. So far something is wrong because I can not receive phone calls. I can make them, text and I have data. I cannot activate since it is my second account with the same email and email is giving me the error message. Could you delete my older account? I wonder it did not give me the same error message when I created the account. What information and to whom shall I provide?

[jdd586]

I am logged in But I dont see the ? anywhere

[Anonymous]

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@jdd586 wrote:

I have started a new account with my old phone number which I am transferring from another provider. So far something is wrong because I can not receive phone calls. I can make them, text and I have data. I cannot activate since it is my second account with the same email and email is giving me the error message. Could you delete my older account? I wonder it did not give me the same error message when I created the account. What information and to whom shall I provide?

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Putting aside the same email...the port can take some time. Incoming is the usual problem.

Did you activate the second account? Or is it giving you the email error as you try to activate?

Use a different email address. Like gmail aliasing with +1 or something before the @.

[gblackma]

@jdd586  it can take up to 7 days if its a voip or landline and up to 3 hours to complete if from a cell provider.  When porting you can make calls and send texts immediately. The last thing to complete is receive calls and texts.  If its veen more than 3 hours and you ported from a cell provider.  Then your port is probably stuck.  Contact the moderators and ask them to fix it for you. There are 2 ways to contact the Moderator Team:

• Faster response- Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to the Moderator Team. Click here to get started.
• Slower- Alternatively, you can send a private message to the Moderators by clicking here. You’ll need to be logged in to your Community account for the link to work.

Once connected to Simon, you will be asked to log in again with your community user name and password.  Please do, this allows you to continue and send your message.
- Check your private message sent box (click on the envelope top right of your screen) to make sure the message was sent.

- Keep an eye on the envelope top right of your screen.  The mods answer will show up there.  When it does, you will be asked to verify your self service account, with your password and login. Doing so allows the process to continue. Stay safe. 

[esjliv · Accepted solution]

Hi @jdd586 ,

If you just ported your phone number from another cell provider it could take a few hours to complete the port. Using the other cell provider's SIM you should be still receiving calls on it, until the port completes.

If you ported from a landline it could take up to 7 days to complete.

* fyi - incoming calls are usually the last thing to port.

Make sure you do not cancel your previous provider's services until the port is complete.

To change you email from another account/phone number you need to contact the Moderator_Team, there are two ways to reach them:

1-Click the question mark on the bottom right hand side of your screen to talk to SIMon the chat bot.

OR

2-Contact the Moderator_Team via private message using this link.

[yanzhiqiang]

Contact moderator team by clicking "?" at bottom right.