Payment failed, and when reactivating duo, my wife is not getting her old account back

[fylke]

Plan

Premium Duo

Country

Sweden

Device

OnePlus Nord

Operating System

Android 11

My Question or Issue

We had a working Premium Duo subscription, but then there was a payment issue and the plan reverted to free. When I reactivated Duo, my wife is told when she logs in that there is no account tied to that email - the very same one that is shown when she looks under account settings in her existing free account!

[Jeremy]

Hi there @fylke,

Thank you for reaching out to the Community.

In this case we recommend that she makes sure that she doesn't have multiple accounts. She can check that with the instructions that's provided in this article.

If that doesn't do the trick, we recommend that she contact our customer support here so that they can have a closer look backstage.

Let us know how it goes 🙂

Take care!

[fylke · Accepted solution]

There was an extra account floating around. Deleting it solved the issue.

[Kiril]

Hi there @fylke,

Thanks for letting us know that everything is fine now.

Remember to keep your apps updated on all devices at all times for best performance. Don't hesitate to give us a shout if you have more questions.

Have a good one and stay safe!