(Archived) Cannot login and cannot get support - any suggestions

[Emily 0]

Sorry to post here with a problem. Support has been non responsive even though I am a Premium subscriber. Hoping someone has some suggestions.

I inadvertently created two accounts with the same uid and pw - different email addresses. When I realized this, I deactivated one. Unfortunately when I log in via different clients - Windows client, android phone and ipad - the service tries different accounts. Thus I was getting error messages. I emailed support and they fixed the issue on Windows. I though all was fine until I tried the new service on my new ipad a couple of days later . Got error messages

emailed support again with very detailed information. Got a canned response about making sure I was using the correct uid (obviously did not read my email) and explained the details again. Since then I have heard absolutely nothing.

Does any body have any suggestions on how to fix this OR how to reach support.

[engberg 89]

I searched for your email address in our support system, and I see four replies from Support this month, including one yesterday and one today.

Evernote's server database only permits a single account with a given username and a single account with a given email address. So if you created two different accounts, they would each have their own username and their own email address.

None of those four replies was "canned" ... the technician researched the multiple accounts you created and provided the different information, which differed by one letter in the username and in the email address.

So you need to make sure that you're choosing the desired account from all of your clients, and not the other account with the slightly-different username.

[Emily 0]

Dave - Thanks for your reply. Unfortunately, your response is the same as the others - not understanding it appears.

I know I created two accounts

The problem is they have the exact same username and password

There is absolutely no difference between them.

Thus i have no way of getting to the correct one!

I tried to solve the problem myself by deactivating the incorrect one.

That did not work. AND tech reactivated I assume (since I did not)

I asked if someone could call me to work this out.

No answer.

Is there some way to solve this?

[Emily 0]

I went back and re - read the emails and see that the tech gave me a different user name for the premium account.

so I logged out of all clients and tried to log in with that uid - error message says deactivated. Unfortunately that is where all my files are and now I cannot get in to any client.

I guess I now have to wait till Monday. This is my point. Hours between email responses on an active issue.

No way to call to resolve - I even ask if someone could call me.

[BurgersNFries 2,407]

The problem is they have the exact same username and password

There is absolutely no difference between them.

It's not possible to do this. When you key in a user name, when creating an account, if it's already been used (regardless of what email address it's tied to), you get the message that the user name is already taken. You ended up creating two accounts with similar user names.

[BurgersNFries 2,407]

I guess I now have to wait till Monday. This is my point. Hours between email responses on an active issue. No way to call to resolve - I even ask if someone could call me.

Yes, unfortunately, you'll probably have to wait until Monday. Good thing this didn't happen last Friday, since it was a long weekend. Free accounts get serviced when there is time. Premium accounts get serviced within 1 business day, CA time. There is no 24/VIP service.

viewtopic.php?f=38&t=18625&p=76670&hilit=professional#p76670

Additionally, EN, like many online companies, does not provide phone support.

[engberg 89]

They are not the same Evernote accounts. You chose a different username for the two different accounts. The usernames differ by one letter.

One of the emails that you received from Tech Support lists those two different usernames. Please read that email a little more closely so that you can see the difference in the usernames that you created.

You need to choose which of those two usernames you want to use in the future. Then we can help you make sure that all of your data is available in the account that you actually want to use, and we can deactivate the old account.