Hi ​@jessicacecilia, welcome to our Community! It's nice to be able to link your subscription in your account, let's look at a solution together! I checked your subscription right away and I see that your account is still linked to your inactive PrePaid connection. That's why the linking fails and you get this error message. 

Don't worry, I just deleted the account for you and unlinked everything. Feel free to create a new account now via our website and then link your subscription. Then it should work! 

Will you let me know if it worked? I'd love to hear from you!

thank you Pharwin, I did what you told me created a new account and it says there is a subscription ready to add, I clicked on it but it says something is wrong and cant do anything else. I tried on the apps as well but nothing.

I also don’t understand why in the subscription I have a new telephone number , when I did the request and contract I wanted to keep my old number and just changing into abbonnement, I ordered a new chip with the abonnement plan and I have been using the number all this time...but now it comes as surprise when you have told me to check again and create the new account that I have another new one but I dont even have a chip for that?  thanks for your support !!

Is not working, I did what you suggested and still shows an error. and I also don’t understand why in the subscription I have a new telephone number , when I did the request and contract I wanted to keep my old number and just changing into abbonnement, I ordered a new chip with the abonnement plan and I have been using the number all this time...but now it comes as surprise when you have told me to check again and create the new account that I have another new one but I dont even have a chip for that?  thanks for your support !!

Hi ​@jessicacecilia Thanks for the clarification! I looked right away and indeed I see that you have requested Number Retention. You had received a temporary number from us, it ended in ***9214. For the number ending on ***9827 you requested Number portability and this was also transferred on 10-02-2025. Since then you are using your subscription with your own number ending on ***9827. 

Somehow the message in your account shows that the temporary number can be added. While this should be your own number. I see you are trying this in the app. Can you delete the app and then download it again? It will then have the latest software. Also check if your device has the latest software. This is important so the app can work optimally. 

If that is OK, can you try adding it via a browser or laptop? And then not with the notification, but try to enter your own number manually. 

I would love to hear from you if it works then or if you see the same thing in your account! 

hi pharwin, unfortunately nothing has changed. I updated my IOS, downloaded the app again, logged in again but still showing the same message with the temporary number in the phone and in the app.