Cannot connect the second Prepaid number to the account

Hello, I understand that you would like to link the other prepaid number as well. Let's work together to find a solution!

Good to know: it is only possible to link multiple numbers to one account if the name, address details, date of birth, and email address match. Is that the case?

I would like to check this for you. The only thing missing from your profile details for verification purposes is the last 4 digits of your bank account number. Could you add this? I am also missing the other prepaid number. Could you add this to your profile as well? You can do this in the field marked ‘info for moderator’.

Let me know when you have done this, and I will check it with you!

Hi,

I have added last 4 IBAN numbers and the prepaid number.

Hi ​@atsaryonau thanks for adding the details in your profile! I checked immediately and see that there is no information available for your prepaid connection. That is why adding it is not possible. You can only add multiple subscriptions if the name, address details, date of birth, and email address match. I can add these for you.

I just need to ask a few extra verification questions to make sure you are the right person. Could you please give me 3 correct answers to the following questions:

- What is the exact amount of the last invoice debited?

- Which phone number do you call frequently?

- Where did you purchase the device/contract?

- What brand and type of device did you have?

You can also send me the answers in a private message. I have also sent a verification code to your number via text message. If you can share that with me, I will get started right away!

• 46,99
• That’s tough as I don’t call that much. SGE and maybe the prepaid one that starts with 343. Maybe the one that starts with 146.
• In Eindhoven. Though not sure if I did it in the shop or via the website. It was T-mobile at that time. It was like 5+ years ago.
• Xiaomi Mi 9T Pro
• The code was 601947

Hi, any updates?

Hi ​@atsaryonau Somehow your topic got lost, which is why I didn't get back to you. It's good that you sent another message, so that it came to our attention again.

Thank you for sharing this information! I immediately processed the data for your Prepaid connection. The system needs about half an hour to process this. After that, can you try adding the other Prepaid number to your existing account? It should work now!

If not, please let me know exactly what error message you are seeing (share a screenshot without any private information) and how you are trying to do this (app/browser/laptop). Then I can create a ticket for you and forward it to our IT team so that it can be investigated.

I look forward to hearing from you!

Hi,

I tried to do that but it still tells me that it does not know the number.

The message is “Dit mobiele nummer kennen we niet”. I am trying to do that using the mobile app. I get the same error via browser too. 

Hello ​@atsaryonau thank you for sharing this information! In that case, there is a technical issue. I have immediately created a ticket for you and forwarded it to our IT team. The reference number is: 79892618. The processing time is currently a few days. They will do everything they can to resolve it as quickly as possible. As soon as they have more information, they will notify you by phone or email.

If you have any other questions in the meantime, please feel free to ask. The community is here for you!

Hi, has there been any updates?

Good afternoon atsaryonau, I've looked into the case, but there are no updates yet. I see that my colleagues expect to work on this on Tuesday October 28th. If you haven't heard from my colleagues the day after that, please let me know. I'm happy to check the case again to see what the status is and what we can do!

Hi, any updates?