Hello,
I understand how incredibly frustrating this must be, especially with the added layer of a recent refund issue. It sounds like a really difficult situation. Let's try to get to the bottom of why your email address isn't being recognized.
Here are a few steps you can take:
Double-Check for Typos (Even Small Ones): It sounds obvious, but sometimes a tiny typo can be the culprit. Carefully type your email address manually, rather than relying on autofill, to ensure there are no extra spaces, missing characters, or incorrect domains (like .com vs. .co.uk).
Confirm the Correct Email: If you have multiple email addresses, even ones you use less frequently, it's worth double-checking that you're attempting to log in with the exact email associated with that specific account. Your password vault might have an old or alternative email saved.
Clear App Cache/Data (Android) or Reinstall (iOS/Android):
Android: Go to your phone's Settings > Apps (or Apps & Notifications) > [Your App Name] > Storage & Cache, then tap Clear Cache and Clear Data. Be aware that clearing data will likely log you out of the app and you'll need to re-enter your credentials.
iOS/Android: Try uninstalling and then reinstalling the app. This can often resolve unexpected glitches.
Try a Different Device or Web Browser: If you're using the app, try logging in through a web browser on your computer or another mobile device. If you're already using a browser, try a different one (e.g., Chrome instead of Firefox, or vice-versa) or an incognito/private Browse window. This helps rule out any issues with your current device or browser's cached data.
Contact Support Again – Be Specific and Persistent: Since you've already called, it's time to follow up. When you contact them again:
Reference your previous call: Mention the date and time you called and that you were told to wait 30 minutes, but the issue persists after 4+ hours.
Explain the "Email Not Registered" message: Clearly state that the app and their system are telling you your email isn't registered, even though you've used it for six years.
Mention the refund issue: While this might be a separate problem, it's worth briefly mentioning that you were trying to access chat to discuss a refund issue that hasn't been resolved. This shows the urgency and impact of not being able to log in.
Ask for escalation: If the frontline support can't help, politely ask to have your issue escalated to a higher level of support or a technical team.
Request a ticket number or reference: Always get a reference number for your interaction.
Check for System-Wide Issues: While less common, sometimes companies have system outages or maintenance that can affect logins. Check their official social media channels (like Twitter/X) or their website's support section for any announcements about service disruptions.
It's completely unacceptable that you're being ignored in chat and having such a fundamental issue with your account. Keep a record of all your attempts to contact them, including dates, times, and who you spoke with if possible.
