I don't think you have a Wallet account as such. However, I've transferred the app (in so far as installing it a second time counts as tranferring) to a new device and it refused to set up at first. Trying again after 24 hours solved the problem and I think it's possible that it has to de-register from the first device. In this case, I'd moved the SIM to a new phone (ie same SIM, new device). I have two numbers on my account and have set Wallet up on both of them. Each also has its own Smartpass account with different user names and I'm not sure whether you could have two of those with the same name and address (never tried, either). You certainly can't use the same card to top up more than one account, which is a bit of a pain.
Are you trying to use NFC? This requires a compatible device and the correct type of SIM. If you're on the old billing system, the carrier card should have "NFC Legacy" on the back. The ones for the new system are blank. I've upgraded to NFC from a previously working tag-based installation and it was straightforward. You have to register using mobile data, not wifi, for security and the app should prompt you to turn wifi off if it's on. I only had 2G when I upgraded, but it worked fine. I have had to have several goes at setting up My Vodafone (which also requires mobile data) in the past, though. If you have the wrong SIM, that could be the problem.
There have been issues with the frontline customer service people not knowing about Wallet support. A reminder about this has gone out and it's also worth suggesting they look it up in the search option on their system - I'm told that will pull up everything they need. They don't need to transfer yoir to anyone else unless your enquiry relates to Smartpass, in which case you'll probably have called the dedicated helpline anway.
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