Can't login to my account

[AnsFarooq]

I just got a new phone today and activated it and tried to login to my Vodafone account but I couldn't. I tried to access it through forgot username and password but it kept saying the PIN I entered was incorrect. Then I realised that a year ago I had a Vodafone monthly contract under the same email and now I've just created a new account when I ordered this phone. Is it not letting me log in to my new one because of a duplication issue?

Edit: Everytime I try to use the My Vodafone app I get an error saying "We noticed that there has been a change to you account. In order to keep using the app you'll need to reset it before continuing. "

[BandOfBrothers]

Hi @AnsFarooq

Its my understanding that you’ll need to use a different email address and different password to set up another myvodafone account. 

If that does not work then customer services on 191 or Live Chat will be able to help and or come back to the Community Forum for the Social Media Team to help. 

[AnnS]

Hi @AnsFarooq

This should be something simple enough for live chat to sort out for you, they may need to delete the account you have tried to set up for your new contract.  Once you have cleared your cookies and PC cache, give it 24 hours and try setting up a new account using fresh information from your original account, this will also mean a different user name.

As soon as this has been done, you will be able to download a fresh copy of the My Vodafone application to your phone.  Depending on your phone you are using, you will first need to delete all traces of the application from your phone and the Play Store. Google or icloud account.

[AnsFarooq]

I spent about an hour yesterday on live chat and at the end I was given a username and password to log in with but the details given didn't work at all. Also, the My Vodafone app randomly started working this morning but still can't access my account.

[AnsFarooq]

I tried live chat again but the advisor couldn't fix the problem, here's a transcript of the chat.

General Info
Chat start time	November 29, 2017 11:12:31 AM EST
Chat end time	November 29, 2017 11:45:35 AM EST
Duration (actual chatting time)	00:33:03
Operator	Rohit

Chat Transcript

Info: Thank you for choosing to chat with us.  An agent will be with you shortly. Info: You're now chatting with Rohit. Info:  Rohit:  Hello, you're chatting with Rohit, one of Vodafone's online customer service specialists. May I take your full name please? Farooq Ahmad: I was told by on the Vodafone support forums that I have to get the account associated with my email deleted and then make a new one Farooq Ahmad: Because of the issues in having with logging in Farooq Ahmad: There are 2 accounts under the same email and I can't login to my new one Farooq Ahmad: My full name is Farooq Ahmad Rohit:  Don't worry Farooq I will sort this out for you Farooq Ahmad: Ok Rohit:  For security reasons, could you please confirm the 2nd and 3rd digit of your PIN? Farooq Ahmad: (censored) Rohit:  That matches our records! Thank you for verifying your details. Rohit:  Now I will reset the online account for you Farooq Ahmad: Thank you Rohit:  It will take me a couple of minutes to do this for you. Is that ok? Farooq Ahmad: Yes Rohit:  Is this your correct email address:  (censored)? Farooq Ahmad: Yes Rohit:  Okay Rohit:  I have reset the online account for you and the user name is (censored) (All in caps ) Farooq Ahmad: Ok Rohit:  and the password I have sent on your email ID (censored) Farooq Ahmad: I'll try to log in and tell you if it works Rohit:  Now you will be able to login Rohit:  Cheers! Rohit:  Yes I will be connected Farooq Ahmad: It didn't work Farooq Ahmad: It says we didn't recognise your username or password Rohit:  What is the error message you are getting Rohit:  User name is case sensitive Farooq Ahmad: Yes I put it in all caps Rohit:  Please try with the password which I have sent you just now Farooq Ahmad: With a 1 at the end Farooq Ahmad: Ok Rohit:  thanks Farooq Ahmad: I haven't gotten another email yet Rohit:  Please archive some Email from the inbox Rohit:  Also check the spam message it goes there also Farooq Ahmad: Yes I've looked in spam Rohit:  wait I will send it again Farooq Ahmad: Ok Rohit:  I have sent it again Farooq Ahmad: I got it now Rohit:  Great Farooq Ahmad: Still not working Farooq Ahmad: Wait Farooq Ahmad: Instead of using (censored) Rohit:  okay Farooq Ahmad: I used my email Farooq Ahmad: And it logged in Rohit:  wow great Farooq Ahmad: Now it says Farooq Ahmad: You need to register a phone number Rohit:  So now all sorted Farooq Ahmad: I'm confused Farooq Ahmad: I think I logged into an older account with the same email Farooq Ahmad: Is it possible that you can delete the account so I can set up a new one? For the same email Rohit:  Please login with the same credential which I have sent you Rohit:  Yes now you will be able to login Farooq Ahmad: With (censored)? Farooq Ahmad: The password I get sent in the email doesn't work for (censored) Rohit:  Please check I have sent the new password Rohit:  Try with the latest password Rohit:  It will work 100% Farooq Farooq Ahmad: I haven't received another one though Rohit:  I have sent it long back Farooq Ahmad: The latest one I received was at 4:24pm Rohit:  You must have received two Email Farooq Ahmad: I'm not receiving emails for (censored) Farooq Ahmad: I am receiving emails for my old account on the same email Farooq Ahmad: Because I had a Vodafone contract a year ago Farooq Ahmad: I got a new phone yesterday and I used the same email to order it Rohit:  Please let me know the new Email ID Rohit:  I will change it for you Farooq Ahmad: I used the same email Farooq Ahmad: (censored) Farooq Ahmad: That is the email I use Rohit:  I have send the Email on the same address Farooq Ahmad: Yes but for some reason I don't receive it Farooq Ahmad: I think there 2 accounts under the same email address Rohit:  I will send it again Rohit:  Try after 20 minutes Farooq or else the online account will be block Farooq Ahmad: What do you mean Farooq Ahmad: Is it not possible for you to delete that account instead since I can't access it Rohit:  After wrong three attempts it will temporary block Farooq Ahmad: And then I can set up a new one? Rohit:  I have done that only Farooq Ahmad: Yeah I didn't get another email Rohit:  Its a new online account Farooq Ahmad: Did you delete the old one too? Rohit:  Yes Farooq Farooq Ahmad: I'm not getting any emails though Farooq Ahmad: I just got one now Rohit:  Please check the spam and junk Email also Rohit:  okay Farooq Ahmad: In the email it says my username is: (censored) Farooq Ahmad: Yeah the password didn't work with (censored) Rohit:  I don't know what you are referring Farooq Ahmad: I can't log in to my account for the number I'm using right now Farooq Ahmad: The account with the username (censored) Farooq Ahmad: The password I received only works if I use the email address as the username Rohit:  Please type the user name don't copy and paste it Rohit:  It will not work Farooq Ahmad: Yes I am typing it Rohit:  User name is (censored) (All in caps ) Farooq Ahmad: Yes I've tried it Farooq Ahmad: The password doesn't work for it Rohit:  password has been sent on your Email ID now Rohit:  Please try only that password Rohit:  Forget the old one Farooq Ahmad: I didn't receive an email with the new password Rohit:  Then wait for 10-15 minutes you will receive it Rohit:  Then you can try Rohit:  and incase any problem please get in touch with us Rohit:  we are just one click away Farooq Ahmad: Thanks anyway Rohit:  Pleasure is al mine Rohit:  Is there anything else I can help you with today? Farooq Ahmad: Nope thank you

[John]

@AnsFarooq So we can take a look into resolving your My Vodafone issue, I've sent you a private message with details on how to get in touch.

[Makelo]

For whatever reason Vodafone's systems seem to cling on to bits of information like your email address and if you re-use any of this information with another account it either drags up the old account or combines the old account and new one which usually results in an error. 

Likewise, an agent generated username also seems to cause problems. Whatever the reason may be, no one seems to know how to fix it as it's been happening for years now.

Speak to an agent again and get them to delete your online account and insist on choosing your own username and password. Once it's deleted re-register like a new account and choose a new email and password that has never been linked with a Vodafone account.