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Updating account with a new email address when the old address (and username) no longer exists

I've just spent several hours with three different Optus Chat folk without a resolution. I feel like I'm caught in a never-ending circle with no prospect of exit.

 

I'm trying to update the username to a mobile account because the email address it uses no longer exists. I don't seem to be able to update the username because it wants to send the verification link for this change to the email address that no longer exists.

 

I also need to update the credit card associated with the account. If I can't get into the account because I can't change the username (email address), I can't update the payment information, and Optus freezes the account.

 

Is there a way out of this (increasingly irritating) problem, other than cancelling the Optus account?

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Trusted Contributor
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Re: Updating account with a new email address when the old address (and username) no longer exists

You don't cancel the account. You get chat to delete the My Account wrapper and start a new one with a new email address. Then you get them to transfer the postpaid accounts across.

 

 

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RetiredModerator
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Re: Updating account with a new email address when the old address (and username) no longer exists

Hey @Bron2 - Can you please PM me with your account number, full name and DOB so we can take a look into this for you?

 

Happy to see if we can help at all. 


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Re: Updating account with a new email address when the old address (and username) no longer exists

I'm new on this forum Shauna. How do I private message you? Thanks.

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