App lost information

@davey_d​ 

hi davey,

I appreciate the input.  I used the same email address when I set up the account.  I have tried logging out and back in.  I cannot make sense of this, it acts like i have to set up the whole system from the start.  The app had been functioning normally prior to that so I am not sure if it is a glitch in the app or something happened when I updated my phone at some

point.  But it’s odd that my husband doesn’t have any issues with his app.  

Hi @maykassem ,

To clarify, I think what could have happened is that you may have purchased your system under one email address, but activated the service under a different email address. So accounts under both emails exist, but your system and settings can only be accessed under the second email.

Since the account info is appearing on your husband's app, that means he's signed on with the correct email. So you should have a look on his app to make sure you're logging into your phone using the same email as he is.

Of course, our Support team at 800-548-9508 can also access both accounts and verify the info for you.

Had the same just happen to me and I've only used one email. There might be a glitch in the app or system.