26 replies to this topic

[Sunray28]

I downloaded the new version. I put in what I thought was my username and it said invalid. It asked for either a username or email and when I put in my email it says invalid as well. I submitted a ticket and received an email that says I am not a Premium member and they will respond when there is time. But I am a Premium member (was just charged on my credit card again last month). I finally was able to get into my account and the only notes that are there are a few from 2009. Incredibly frustrated!

[GrumpyMonkey]

I downloaded the new version. I put in what I thought was my username and it said invalid. It asked for either a username or email and when I put in my email it says invalid as well. I submitted a ticket and received an email that says I am not a Premium member and they will respond when there is time. But I am a Premium member (was just charged on my credit card again last month). I finally was able to get into my account and the only notes that are there are a few from 2009. Incredibly frustrated!

Hi. Welcome to the forums. Sorry to hear about your issue. This really sounds like something that customer support could probably handle better, and I hope that they get back to you soon. What I can suggest is that you log into the web client at www.evernote.com, where you can check on your notes and your account status. Tell us what you find there, and maybe we can give you a better sense of where to go at that point.

[Sunray28]

Thanks for the suggestion - I tried that and all I get is access to the account with a few old notes from 2009. I'm wondering if my email address could somehow be tied to two different accounts?

[GrumpyMonkey]

Thanks for the suggestion - I tried that and all I get is access to the account with a few old notes from 2009. I'm wondering if my email address could somehow be tied to two different accounts?

The web client shows what is in your account on Evernote's servers. It is possible that you have more notes on your Mac, but these are not synced. Do you know any keywords that you could search for in them? If so, Spotlight (I prefer HoudahSpot) could find them on your hard drive. Point it to your Library folder, and you could check that they actually exist this way.

It is unlikely that you share the same email address between two accounts, because Evernote requires a unique email address when you create an account. Do you have more than one email account?

[BurgersNFries]

I agree with GM. It sounds like you've set up two accounts with different email addresses.

[Sunray28]

I have found the notes on my computer. So they do exist! Now what?

[GrumpyMonkey]

I have found the notes on my computer. So they do exist! Now what?

Well, I think we can all agree that is good news! If you haven't been backing up your hard drive with time machine, I think this is a wonderful opportunity to do it

The folder enclosing your data will have your account name. Is this the same name you are using to log into the account with only 2009 notes? Probably not. So, you can try to login with that name and whatever password you think might be associated with it. If you have forgotten your password, you can go to the Evernote website and get it emailed to you.

[Sunray28]

I just looked on my ipad. The notes are there and it says that my username is what I thought it was. I'm thinking that maybe my account is tied to an email address I stopped using five years ago. Could that be? How can I change the email on the account - it just charged me for Premium so I want to use that account. Thanks so much for your help.

[Sunray28]

I do back up my machine - one thing I have going for me.

[GrumpyMonkey]

I just looked on my ipad. The notes are there and it says that my username is what I thought it was. I'm thinking that maybe my account is tied to an email address I stopped using five years ago. Could that be? How can I change the email on the account - it just charged me for Premium so I want to use that account. Thanks so much for your help.

So, we have three clients: the iPad, your Mac, and the web. The iPad has all of the information it is supposed to have, but the Mac and web clients do not, even though they have the same account name?

I think that is impossible. The reason I say this is that the iPad must sync to the Evernote servers, and the web shows what is on the servers, so there is no way that the files could end up in two locations, but not on the web. Please confirm that the account names are really the same across all three clients.

Assuming that they are, then that is weird. I would take a look at your Account Information on all three clients and see if they match up. You can change information on the web client, but I would wait until you figure out what is going on here.

[Sunray28]

The user names are different. The one on my Mac and web show the user name that shows here - Sunray28. The one on my ipad shows the user name I have normally used over the past few years - and obviously that's where my data is. So the only thing I can think of is that the Ipad username is tied to an inoperable email account - an account I haven't used for five years and no longer exists. So if that's the case, how do I get my username/files that show on my ipad tied to my current email address which looks to be registered to Sunray28 from 2009 (I had my current email address back then as well).

[GrumpyMonkey]

The user names are different. The one on my Mac and web show the user name that shows here - Sunray28. The one on my ipad shows the user name I have normally used over the past few years - and obviously that's where my data is. So the only thing I can think of is that the Ipad username is tied to an inoperable email account - an account I haven't used for five years and no longer exists. So if that's the case, how do I get my username/files that show on my ipad tied to my current email address which looks to be registered to Sunray28 from 2009 (I had my current email address back then as well).

Hi. Great! We have almost solved the problem. I am still confused as to how a separate account on your Mac could have the data on your iPad. My theory is that in your Library you actually have two accounts, a newer one that you accidentally made (or forgot that you made) and the older one tied to the inactive email account. Your earlier search with Spotlight found the notes in this old account, and if you traveled up the folder tree then you would find they are in a separate folder.This is getting a bit messy

The best thing to do would be to wait for customer service. They will get you sorted out, because they have control over such things.

How many notes are we talking about?

[Sunray28]

Not a huge amount of notes - maybe 100. But the bigger issue is I am paying for Premium service on an account I no longer used and is tied to an inoperable email! I'm hoping customer service can straighten it out. Thanks so much for your hel!

[Sunray28]

I decided to call the phone number on my credit card statement where they charged Evernote and it is out of service. Aaargggghhhhh!!!!

[Jackolicious]

Our support team should be able to help you out! It's only been a couple of hours since your OP so they may not have seen this yet, but I'll alert them regardless.

Cheers!

[BurgersNFries]

I decided to call the phone number on my credit card statement where they charged Evernote and it is out of service. Aaargggghhhhh!!!!

EN does not provide phone support. You need to wait unto support responds to the ticket you submitted.

[GrumpyMonkey]

Our support team should be able to help you out! It's only been a couple of hours since your OP so they may not have seen this yet, but I'll alert them regardless.

Cheers!

Now you have Evernote staff on the case. It'll be sorted out soon. Please keep us updated!

[BurgersNFries]

Not a huge amount of notes - maybe 100. But the bigger issue is I am paying for Premium service on an account I no longer used and is tied to an inoperable email! I'm hoping customer service can straighten it out. Thanks so much for your hel!

If I'm understanding you correctly, the Mac client has the good data but the obsolete email address? If so, in the Windows client, you can click on help/go to my account page. You can then change the email address there (personal settings).

I'm also assuming you meant thanks for GM's helP...??? (What a difference a letter makes.)

[Sunray28]

Yes - definitely meant help! The correct username/files are on my ipad but are tied into an old, inoperable email address. My current email address (which I can access through my Mac and the web) is tied to an Evernote account that I haven't used for 5 years and that is the account that has the Premium service. If I could delete the account that is using my current email, that would free the email to be used on the other account but I don't see a way to do that - only to "deactivate" the account.

[BurgersNFries]

This is a bit a$$backwards, but it would probably get you going quickly. Set up another email address. Change the email address on the OLD Evernote account to the new email address. This frees up the live email address for you to change via going to your account page on your Mac.