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App only gives me two options - Buy or Get Started

I have had my eero network up and running wirh no problems for the past 4 months, but I no longer have the phone (or phone number) that I had when I originally set up my network. When I open the app on my iPad or new phone, my only options are Buy or Setup. I was able to get new verification codes for each device with no problem, and like I said, the network works with no problems... but I still can’t get admin access, can’t update my phone number, etc. 

I did send a ticket, but thought I would ask the forum members to see if anyone else has had to deal with this.

 

Thanks,

Doug

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  • Hi, dougb415 –

    Thanks for taking the time to reach out, and sorry to hear you're having some difficulty with your eero account. Based on what you've described, it sounds like you've set up a new user account with different credentials than the main network, which is why you're being prompted to set the network back up. 

    After doing a little digging with my colleagues, I see that your existing network is associated with a different email address than your most recent "new" account. In this situation, if you log out of the app and log back in with the email address that you had previously used when setting up the network, then you should be able to access the account portion of the app and update the phone number to your new number.

    If you have any issues or questions with that, please email support@eero.com with my name and "Community Followup" in the subject line and I'll follow up with you further to get this squared away!

    Kindly,
    Drew, eero Community Team

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  • Drew - thank you so much! I tried my other email, and that took care of it.

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  • Awesome to hear, Doug! Thanks again for reaching out, and welcome to the community!

    Drew

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