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

[Sorcha]

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 

[Profile closed]

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. 

[Sorcha]

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

[Gordon57]

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

[Profile closed]

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.

[Sorcha]

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 

[Profile closed]

@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. 

[Sorcha]

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

[Sorcha]

@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 

[Gordon57]

@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.