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You have an existing account associated with XXXX
When logging in, are you seeing an error about something along the lines of "You have an existing account with the number ending in XXXX" or "You have an existing account associated with xxx@gmail.com"? If so, this means that you originally created an account under the number or gmail in the screenshot that has an active subscription. Therefore, you need to login with the number/email that is present on the popup.
Note: You cannot change your main phone number or sign in with Google/Apple changes in-app. This needs to go to support.
If you have changed your main cell phone number and no longer have the one mentioned in the screenshot, here are your next steps:
- Gather all the information listed in the support article on Can I change the main cell phone number my account is registered on?
- Send it over to support@burnerapp.com
- If you do not know the full number in the screenshot, please send us a screenshot of the error that shows the context ID, along with all other information needed.
If you are using the Sign in with Google or Apple feature and no longer have access to that email address listed in the screenshot, here are your next steps:
- Follow the steps listed in our support article on SSO - Changing your Sign in with Google/Apple login email.
- Send it over to support@burnerapp.com
- If you do not know the full email address in the screenshot, please send us a screenshot of the error that shows the context ID, along with all other information needed.
Important Note: Sometimes users may not need to change their email address. In many cases, users originally signed up using Apple's "hide my email" feature, which disguises their email address as a hidden one from Apple. Let's say your email address is hello@icloud.com, but you used Apple's hidden email option. Apple would provide you with qdom87499.privatereplay@appleid.com. This means if you login with hello@icloud.com, you would not see your Burners. You must login using the hidden option under qdom87499.privatereplay@appleid.com.