To access their Sumeria account, customers will have to fill their phone number along with their password.
Occasionally, one of the following problems may occur:
The customer does not have access to the telephone number linked to the Sumeria account, or the number has changed
If the customer does not have immediate access to the phone number, it is advisable to wait until getting back the access to the number before connecting. In the case of a change of number (new SIM card), the customer can follow the steps below:
- On the very first screen (connection screen), customers should press the "An issue with your number" button.
- Customers have to complete one or two of the fields displayed: one with the old phone number associated with the Sumeria account, the other with the email address associated with that same account. If any doubt, customers can search for "Sumeria" in their emails to check that this is the correct address. It is better to try to fill in both fields to maximize the chances of finding the account.
- The customer is then directed to the account recovery procedure.
Once the procedure is complete, customers will receive an email allowing them to access their Sumeria account again. They can add their new phone number.
After filling the SMS code, the customer is asked to create an account instead of connecting to an existing account
This means that the number entered by the customer does not correspond to an existing account. If the customer wishes to create a new account, he can go on. If the customer does have an account, it may be that :
- The customer has made a typing error. The customer should start from scratch and correct the phone number filled in the very first screen (he can go back using the arrow at the top left).
- The phone number of the customer has changed. In this case, the customer should use the old number and follow the instructions above "The customer does not have access to the telephone number".
The first name displayed is not the customer's first name
If the customer uses a new number, it may be that this number has previously been allocated by the operator to another Sumeria customer. In this case, the customer can contact the Sumeria teams by sending an email explaining the situation to contact@sumeria.eu.
If the customer remembers having entered a wrong first name, the solution is to log in and then change the first name in the profile settings, in app. Alternatively, the customer can contact Sumeria teams by sending an email explaining the situation to contact@sumeria.eu.
The customer does not receive the SMS code
To authenticate customers logging in to their account, a code is sent by text message. Once received, the customer must enter it in the application.
Sometimes this SMS is not received because the phone number is wrong, or the operator blocks the text message. To find out more, read the article "SMS never received".