*I've already asked tm live agent chat but just want to get some insight on this
*it doesn't affect my unifi plan, digital id and that are separate things

So basically I was trying to update the phone number for myUnifi app digital profile, well it did update to the phone number I want but after that, it suddenly asked me to update IC number and I was like, "I never requested to update this info?"

So then I put the same IC for the account and it just showed this "used by another account". I'm on the same account page using the very same email to log in that's why it was peculiar, and the info for my unifi plan bills also gone.

So i told the live agent about this problem and they told me they will unlink the unifi account from this unifi portal account then they request deletion and have to wait for 48 hours to complete deletion then i can reregister for it again (on Friday) with the same email and ic and the phone number i intended to enter, the manually enter the unifi account number to link it to this account.

Are there any Unifi users here have similar experience and give some insights on this?




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15th May 2025 finally get this problem solved! (I started reported this issue from 6th May 2025, total time it took 9 days, total report ID I was given by the TM Live agent is 4, yes 4...)

I will leave the method here for other people who has this issue like me and don't have the patience to deal with this.

You'll need these:-
1. Report IDs get from the TM live agent
2. Screenshot of the conversation between you and the TM live agent
3. MCMC account

I reported this matter on 6th of May 2025, before reporting to MCMC, make sure if they were able to solve this problem within the promised date they let you know. In my case they promised that I can put the IC number on Friday 9th of May 2025 better at nighttime (this is after multiple chats with different live agents), but in the end I wasn't able to do put the same IC into that account on the time they promised, so if you don't have patience like me, remember you must get the report ID and record it down on somewhere, be it written on a paper or record it in your Notes or notepad on PC just anywhere so both side can check (TM and MCMC and backtrack and check), take screenshot of the conversation between you and TM live agent and save it in your album or anywhere inside a folder on PC too.

Create a MCMC account if you still don't have it, and after or if you already have an account there, just make a report and post everything, report IDs, screenshot and type your situation properly to them. (You can email to MCMC too if you want, what I did was also report this matter to both TM email and MCMC email too)

The first few days from 9th May 2025 I don't let TM live agent know first that I reported to MCMC, and only after a few days I only let them TM know I already reported to MCMC, I guess this will prompt them to rush to solve this issue for real.

I try to login that email/account and at the same time I am chatting with the live agent to do it, so there won't be errors, just take screenshot of what you're doing to the TM live agent so they help you by whether you should proceed or nah.

I kept follow up this matter with both TM and MCMC every single day so yeah.

Don't be afraid to report to MCMC because this is your customer rights.
**(but only do it if they weren't able to solve your issue within the promised date and they seem like ignoring or not taking you seriously)

anyways I don't plan to use their app anymore, so I'll be only go check my account on website instead.

This post has been edited by ialive: May 15 2025, 07:22 PM

I encountered same issues few months back, bombarded them with flurry of emails. It took me a month to be able to update my ID in the portal.

ah, luckily i have another unifi id to chat with the live agent, ill be planning to have a live chat with them while reregistering. Were you told to also wait for 48 hours to do the reregistration or something else?

Delete that id, wait for 4-5 days (cooling off period) then create new one with updated infos.

man.

it's okay, they told me they helped me delete it, ill wait and see if there's good news for this friday as they told me to wait and don't log into the email lol

Well, the usual script, "you have already registered in our record", "enter the MyKad number including hyphen" which is not possible as the site checks and disallow hyphen (or checks for length, either one of this). Then come back "sorry, you can update without hyphen" which of course also impossible because of the same error that you face. I even sent them my step-by-step screenshots of what I did and what I encountered, then back-and-forth email, after a month "please retry again" then only I was able to update the MyKad.

This post has been edited by suri: May 7 2025, 02:17 PM

what was the trigger for your case, was it because of updating phone number or other details? Mine was because of updating phone number

Should be the same

tm with their weird unifi id errors

well at least the internet is usable since they're not the same thing

ill see if i can reregister it this coming friday or else ill have a talk with the live agent and report to MCMC

Either that or just wait for their side to resolve

Problem is still there, reregister the same email, but IC said still in used. I went to their live agent again and got the new report number and just now went to report to MCMC. Let's see how it goes, might be like you, maybe resolved within a month.

I have an ID, but I no longer use any of unifi products.... somehow I cannot pay for my parents unifi bill via FPX because they would reject the payment as they want me to register for the payment to get through... but I cannot register since I don't subscribe to any of their service. Their system gets stuck into a loop.

A complete clown show of an app.

that's very peculiar, have you tried jompay or by using their on site machine?

also I hope MCMC will deal with this issue soon

I am ready to bombard them with emails and calls and live agent chats soon, so yeah.

Over the years I have learned that any app by TM is bound to be screwed-up in one way or another, and it's easier to just deal with a physical booth in a mall or go to TM Point and use the payment machine.

But this month I tried using the Unifi UniVerse app and to my great surprise it worked. Login was easy, and bill payment was smooth. Now I'm just wondering how long this minor miracle will last before it royally buggers up.

Issue finally solved, I edited the first post with method. Hopefully people who has this issue in the future too can refer here.