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help needed

  • 11 April 2022
  • 1 reply



I have two accounts with you, one for myself and a sim only that I got for my daughter. I can’t now remember the password for the sim only account and both are attached to one email. Can you help as I’m wanting to change the sim only plan 

1 reply

Userlevel 6
Badge +6

Hey @Julie Isherwood, it’s not possible to have two accounts linked to one email address, so you must be mistaken. You may have entered the same email address at checkout for both orders, but a unique email address must be used for each line when actually creating an online account to manage your plan.

Therefore, it sounds like one of the plans hasn’t actually been registered for an account yet. I’d try doing so here. By process of elimination, you’ll find out which one has been registered and which hasn’t. You can also use the forgot password feature on the login page if necessary.

If you’re still having trouble after that, I’d recommend speaking to the Live ChatFacebook or Twitter teams, as they’ll be able to help.


Thank you,



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