cannot link my new subscription to my existing account, both in app or online

Hello ​@mzhang17 

In order to link both subscription in the same Odido account they both need to have the same customer details, maybe the spelling is not correct?

You can fill in all the privé fields in your community profile so a moderator can check this for you.

Hi, thanks for the reply and I’ve updated the info in profile.  pls check if it is enough for the moderator’s further check. 

Hello ​@mzhang17, welcome to our community! We are delighted that you have taken out a new subscription with us! I understand that you would like to add this to your existing account.

Good to know: you can only add the subscription to your existing account if the name, address details, and date of birth match.

I immediately checked your subscription and I see that all the details match. What exactly is the error message you are getting when you try to link it? Can you share a screenshot of this with me (please exclude any private details).

I look forward to hearing from you!

Hi Pharwin,  I’ve attached the screenshot of the error message.  

can you see the attached screenshot,  I don’t know why I cannot see it from my side after I’ve sent it.  Below is the messages I’ve got for the error: “Je kan abonnenment nu niet toevoegen. We zien verschillen in gegevens van je abonnementen. Je kan deze niet zelf aanpassen, maar onze Service helpt je graag verder. “

Hi ​@mzhang17 thank you for the information! I have immediately forwarded a ticket to our IT team so that they can resolve the issue for you. The reference number is: 79563292. Due to high demand, processing time is currently a few days. You can expect feedback by phone or email.

I don't see your screenshot yet. It's not necessary, but it would be nice. Could you try sharing it with me? You can add an image to your post by clicking on the “add image” button.

If you have any other questions in the meantime, feel free to ask. We're here for you! 

Tried again with the screenshot I've got.

Hi ​@mzhang17 yes, thank you for the screenshot! I wanted to add it to the ticket right away, but I see they've already resolved it for you. Is that correct?

I see they've also managed to link the number, great! You should have received a confirmation email about this. Did you get it?

I'd love to hear it from you! 

Hello ​@mzhang17 that's nice to hear! Of course, no problem and you're welcome, I'm happy to help! If there's anything else I can do for you, just let me know. The community is here for you!

Thank you, and I wish you a very nice day too!