[SOLVED] Existing user, new phone, & registration problems

[Zeke]

Background: I have been a user prior to the new subscription model and have been happily syncing content across a Windows PC, Android tablet, and an Android phone. I got a new phone (yea me!) and now I can't register the app. 

It has been a long time since I've had to do this, so I fully accept that this is likely user error. I just need someone to point me in the right direction here, I keep getting this error and see no other way to login/register the app so I can sync data.

Quote

Error

You have already registered your Pro-version with us using XYZ@ABC.com

I have tried FAQ's and articles and I must be missing the part for existing users on a new device.

Edited July 18, 2020 by Zeke

[Pratyush Sharma]

Hi @Zeke,

Sorry for the inconvenience caused to you.

Please share the email id with us that you are using to register in Enpass. Also, share the screenshot of the error you are getting to us on support@enpass.io so we can further investigate.

Thanks for your co-operation.

[Zeke]

Sorry for the delay in responding. Attached are some screenshots from the app. As for sharing my email, can you get that from my profile or do I need to post it here?

 

[Pratyush Sharma]

Hi @Zeke,

Thanks for sharing the details.

Please share the details with us on support@enpass.io so we can further investigate. Also share the registered email id with us.

[Zeke]

This has been resolved. When I registered, my phone capitalized the first letter in my email and the process is case sensitive.

[Garima Singh]

Hey @Zeke

Thanks for notifying us. I'm glad to know that the problem has been resolved. Thanks!