Hi @VJOwen 

I’m sorry to hear this, have you tried resetting the apps cache and storage and trying again?

Tom

Hi I have a few accounts and I’m trying to sort my sons  contract out it’s passed the two year contract and it’s not allowing  me to set it up in the app saying does not recognise number or email .

can I ring a number to sort this out as I want to upgrade phone 

I

• Ian Bewybu

• 21 hours ago

I cannot register my details onto the new app, details not recognised, over and over again. Had chat the other day but still not resolved. Have registered my daughters number fine but my own details don’t get recognised.

Ian

Hi @Ian Bewybu,

I would advise contacting our Live Chat Team for this to be looked into this.

@helen75 you can upgrade over the phone with our Sales Team on 0207 1391 397.

Kash

I did ring up and sorted the upgrade out but had a bill come out for the wrong amount direct debit is still taking the old contract amount and it’s a sim only now and still can not register on the app to see account very frustrating 

Hi @helen75 

I’d recommend the following;

What appears to be the issue with registering on the app/website?

Tom

Hi

i am having the same issue. App is not recognising my number?

Hey @Royston Wale,

What’s the exact error you’re seeing? Many customers get this error:

But it’s because they try to re-register the same number. 

Thanks.