unable to register / login my3 using new email

[Arsh1]

my partner is unable to register my3 app after updating the new email with Three agent. but we're still getting this error on app "Those details have already been used to register. Get in touch with us for details" but still we can't login with new email as its not allowing us to register. this is the email <email removed> we have just updated again now agent is saying for register this you need to visit store like this is insane he says there is no issue in system, agents on chat are not having proper information that whats going on with technical side. @JonathanB @KateS

[KateS]

Hey @Arsh1,

Ah, that's odd. Usually when you update your email address, our agents update the email for the My3 log in and it allows access.

If your partner uses the old email address previously registered, does it allow them into the account? When did they update the email address originally?

Thanks,
Kate

[Arsh1]

yes she can login into account with old email. but in my3 i can see the new email is showing there in my details section but we can’t register/login with new email address.

[PeteG]

The email address linked on My3 isn't always the same one as is shown in the app as that will be the contact email address. To get the My3 access changed, you would need to request for the support team to reset the account for you. Then you can re-register with the correct email address. 

Pete.