[Solved] I can't find my account on the app

[Drofa]

 Good day, I have a problem, I can't find my account on the app. I deleted the app, reinstalled it, but it doesn't work.I'm from Serbia, sorry in English

[MihaiC99]

Hello, If your Yoxo number has disappeared and you're sure you logged in with the correct account (same email or Google account as before), the best thing to do is to contact Yoxo support directly.

Yoxo app - question mark (?) icon in the top-right corner - messenger.

Request a transfer to a human operator, and once you're connected, describe the problem you experienced. The chat is not in real-time, and they will probably reply tomorrow morning after 8:00 AM, since their working hours are from 8:00 AM to 08:00 PM.

I assume you've already tried restarting your phone, clearing the app cache, logging out and back in.

[Drofa]

Yes I tried restarting and cleared the app cache but nothing happens.Thanks  very much for your advice.

[Anca07]

Hi @Drofa 

Please blur your personal details such as your email address.

Thank you!🌙

[Trixen]

I've had similar issues in the past:

- some were temporary and the numbers would refresh correctly after a while

- some were related to using the incorrect Orange account, one without the subscriptions I had

[DanielaH]

@Drofa, has the situation been resolved? Did the number appear in the app?

[Drofa]

Hello, no, I still have the same problem

 

[DanielaH]

I'm sorry :((

Do you have the possibility to try from another phone?

[Drofa]

I will try that option today.I am currently trying with the operator to correct a problem on messenger help

[DanielaH]

Do you have any updates?

[DanielaH]

Great! I hope it gets resolved quickly. We look forward to hearing good news from you.

[Drofa]

I still have the problem, I tried everything from deleting the app, clearing the app cache, new app, but I can't log into my account.I followed the operator's instructions on how to solve the problem, but I didn't succeed.for now i will let it work like this only when i have to go home i will have to disconnect the card from this billing number.Thank you all for taking care of my problem.

[DanielaH]

Have you tried on another phone? If the problem is still there, please send us your phone number in a private message. We will also ask our colleagues to check your situation.
Thank you.

[Drofa · Accepted solution]

I managed to solve the problem by installing it on another phone. Thank you for your help. I would suggest introducing the option to access the application via web explorer in the future.

[DanielaH]

I'm glad you solved it. Thank you for the confirmation and suggestion.