topic Re: Prompted to make a new community username when you already have one? in Archived Posts

Prompted to make a new community username when you already have one?

Sorcha — Tue, 21 Jul 2020 14:08:01 GMT

If you have been prompted to create a new EE Community username when you are signing in, but you already have one, here are the steps to take to get the issue fixed.

Create your new username
Let us know in the replies to this post, please include your original username
Please keep the new user profile open until we have made the change, once we have done this you will automatically be logged in with your original username.

Thanks
Sorcha

Re: Prompted to make a new community username when you already have one?

Profile closed — Wed, 05 Aug 2020 20:57:59 GMT

Yep, that's what has happened to me. I got a new PC in June. Managed to access my mobile and broadband accounts but could not get to my account on the Community pages.

Eventually I decided to create a new account and ask for help - so... Help! My original username is Gordon57.

Re: Prompted to make a new community username when you already have one?

Sorcha — Thu, 06 Aug 2020 12:34:56 GMT

Hi @Profile closed

I've done the admin in the background and have swapped over your account for you. Now when you log in, you will be in your original account of @Gordon57 🙂

Thanks
Sorcha

Re: Prompted to make a new community username when you already have one?

Gordon57 — Thu, 06 Aug 2020 13:27:44 GMT

Correct 🙂 Thank you very much, was driving me mad...

Re: Prompted to make a new community username when you already have one?

Profile closed — Tue, 18 Aug 2020 12:00:45 GMT

Oh dear, it happened again.

I cannot log in using Gordon57 and Gordon57a also fails...

I am logged in as I can go in to my broadband and mobile accounts OK.

Re: Prompted to make a new community username when you already have one?

Sorcha — Wed, 19 Aug 2020 07:57:52 GMT

Hi @Profile closed

This must be being caused by something else, as the initial problem was caused by something very specific triggered on a particular day.

Could you drop me a PM and let me know exactly what happens when you try and get into community? As you should automatically be logged in if you are logged into your My EE account.

Thanks
Sorcha

Re: Prompted to make a new community username when you already have one?

Profile closed — Wed, 19 Aug 2020 11:09:54 GMT

@Sorcha Just the usual thing of coming to the Community pages part of EE and being greeted with a request to enter my username, it didn't go directly into the account.

My broadband and mobile account areas are fine. I tried coming into the community after logging in to look at my broadband account. That was the first time I had the issue. So I logged out, went through the EE menu to Help then selecting the community option and was again asked to enter my username.

Since setting up Gordon57b the same routine has connected me straight away. It's not something I can replicate. I've been using the community pages a long time and know that if I just close a page without logging out the system will do that for me. Indeed, it was doing that yesterday as I left the page open in case a reply was forthcoming.

I'm not aware of anything I have done to affect a login. As I say, it's gone into the broadband and mobile areas quite happily.

Re: Prompted to make a new community username when you already have one?

Sorcha — Thu, 20 Aug 2020 07:14:41 GMT

Thanks @Profile closed,

Let me have a look in the background and see what could have caused it. I'll get the accounts swapped over and tag you to let you know when it is done 🙂

Sorcha

Re: Prompted to make a new community username when you already have one?

Sorcha — Thu, 20 Aug 2020 11:15:27 GMT

@Gordon57 all swapped over.. Let me know if it happens again. If it does, try and take note of the exact time that you logged in and were prompted to add a new username again for me.

Sorcha

Re: Prompted to make a new community username when you already have one?

Gordon57 — Thu, 20 Aug 2020 12:13:00 GMT

@Sorcha Hopefully it will not happen again. Thank you for sorting it out, good to be back.

Yes, if it does happen again I will let you know but could be hard to pinpoint a date/time as I don't log on every day.

Re: Prompted to make a new community username when you already have one?

wardi4 — Fri, 21 Aug 2020 08:46:21 GMT

I had the weird problem whereby I could log in to 'My EE' account and the EE App without any problem but I could not sign into the community. Constantly recycled between log in and register.

Anyway I have re-registered as 'Wardi4'. My original name was 'Wardi'

Re: Prompted to make a new community username when you already have one?

Sorcha — Fri, 21 Aug 2020 09:44:35 GMT

Hi @wardi4 / @wardi

I've made the changes in the background now so when you log back in you will be logged in as your original account. Let me know if there are any issues 🙂

Sorcha

Re: Prompted to make a new community username when you already have one?

wardi — Fri, 21 Aug 2020 19:26:22 GMT

Many thanks Sorcha. 👍

Re: Prompted to make a new community username when you already have one?

Gordon57 — Fri, 21 Aug 2020 19:57:51 GMT

@Sorcha One problem remains - I get three copies of messages to my email account... 🤔

Can you delete Gordon57a and Gordon57b please, I can't find a way back in to those to do it myself.

Thanks

Re: Prompted to make a new community username when you already have one?

Sorcha — Mon, 24 Aug 2020 08:13:41 GMT

@Gordon57 all done 🙂

Re: Prompted to make a new community username when you already have one?

Profile closed — Mon, 24 Aug 2020 11:04:22 GMT

Yeah this happened to me late last week.

I had no way of posting on here, so I have been in contact with EE via Twitter, who instructed me to create a new username, and post on this thread and then let them know via Twitter when I have done so.

My original username is:

Fatboy71

Re: Prompted to make a new community username when you already have one?

Sorcha — Mon, 24 Aug 2020 12:07:00 GMT

Hi @Profile closed

I've fixed this in the background for you now, you'll now be able to get into your original profile @Fatboy71 . I'll delete the extra one for you.

Sorcha

Re: Prompted to make a new community username when you already have one?

Fatboy71 — Mon, 24 Aug 2020 14:42:25 GMT

@Sorcha wrote:

Hi @Profile closed

I've fixed this in the background for you now, you'll now be able to get into your original profile @Fatboy71 . I'll delete the extra one for you.

Sorcha

Thanks very much @Sorcha , its been driving me mad. Thanks again 😀

Re: Prompted to make a new community username when you already have one?

Profile closed — Tue, 25 Aug 2020 10:55:22 GMT

I am a member of the EE community with a long standing user name of "kar999" that was registered to my main email address. This is also my main email for my main phone and data monthly contracts.

Last night I had repeatedly been unable to log into the community, being requested to register or getting invalid password errors etc. So somehow I managed to register to the community with a new user name of "karnlt" that is now linked to my main email address.

I can't seem to unwind the situation as I want to be able to log into the community as kar999 linked to main email as it had been previously for many years.

Any help gratefully received.

Re: Prompted to make a new community username when you already have one?

Profile closed — Tue, 25 Aug 2020 15:31:13 GMT

@Sorcha anyone help please?