<Server-Info>
Server: Aspect (1245284198261063762)
Channel: ticket-account-eevee1018 (1555186837998542862)
Ticket Type: ACCOUNT
Ticket Owner: 1496969533846454352
Created: 10/1/2026, 11:57:16 AM
Locked: no
Claimed: 1012012939315789865
Messages: 15

AI Ticket Summary

The user reported that signing in to Aspect with Apple’s Hide My Email unexpectedly created a new blank `@main.character` account instead of opening their original account, which contained existing profiles/content and an active $39.99/year Pro subscription renewing May 16, 2027. Staff asked the user to uninstall and reinstall the app to test whether the account had been disabled. After reinstalling and signing in again, the issue persisted. Staff explained that completing the tutorial and creating the new profile had deleted the original account, and confirmed that the old account and its content could not be recovered from the backend or database, even with an account ID, relay email, or purchase receipt. Staff advised that restoring the existing subscription on the new account would not incur another charge, provided it was restored rather than repurchased. The user acknowledged the loss of the original account and indicated appreciation for the assistance.

This is the start of #ticket-account-eevee1018 channel. Hello @Eevee1018! Thank you for opening a **Account Support** ticket.
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Thank you for your patience and cooperation! Hi! I need help recovering my original Aspect account.

I originally created/signed into Aspect using Sign in with Apple with Hide My Email. My original account had my existing profiles/content and an active Aspect Pro Yearly subscription.

When I tried to sign back in today using Continue with Apple, Aspect created a completely new blank account (@main.character) instead of logging me back into my original account.

My Apple subscription is still active at $39.99/year and renews May 16, 2027, but the newly created Aspect account shows Get Pro.

I still have access to the Sign in with Apple information for Aspect, including the private relay email associated with it, and I can provide that along with proof of my active App Store subscription.

Could you please help locate my original Aspect account and restore my access to it? I don’t want the new @main.character account to overwrite or replace my original account. @Eevee1018
Have you tried to uninstall the app and try to login again? I haven’t tried uninstalling and reinstalling yet. I was worried about doing anything that might affect my original account or its data. Is it safe for me to uninstall/reinstall the app and then use Continue with Apple again? I haven’t tried uninstalling and reinstalling yet. I was worried about doing anything that might affect my original account or its data. Is Yes, I’m trying to actually test that your account wasn’t disabled by the system. I uninstalled and reinstalled Aspect, then signed back in using Continue with Apple with the same Apple Account. It still logged me into the new blank @main.character account instead of my original account, and it still shows Get Pro even though my yearly subscription is active. I’ve attached screenshots showing both. @Eevee1018
Unfortunately you “creating” that account after it popped up deleted your old account with your Apple ID. If you still wanna use this “new” account, you can restore the purchase on your Pro subscription. Is there any way for the team to recover or restore my old account from your backend/database, backups, or account history? I had existing profiles/content on it and I really don’t want to lose everything. If there’s any account ID, Apple relay email, or purchase receipt I can provide to help locate it, I can send that. Also, if the old account truly can’t be restored, can you please confirm whether restoring the purchase on the new account will reactivate my existing yearly Pro subscription without charging me again? Also, if the old account truly can’t be restored, can you please confirm whether restoring the purchase on the new account will reactivate m Restoring your previous subscription will not charge you again, unless you’re buying it again. Restoring means you’re restoring a purchase that already exists and needs to be manually activated on your account. Is there any way for the team to recover or restore my old account from your backend/database, backups, or account history? I had existing p Unfortunately, we’re unable to recover the old account once a new profile has been created and the tutorial has been completed. The old account and its content cannot be restored from our backend or database.

Providing the old account ID, Apple relay email, or purchase receipt wouldn’t allow us to restore the previous profile in this situation. Again, I’m very sorry this happened.

In the future (we’re working on fixing this random issue), please do not complete the tutorial and creation of a new account, come to us directly and immediately so we can help you. Thank you so much for taking the time to look into this for me and explain what happened. I’m definitely disappointed to lose my old account and everything I had on it, but I really appreciate you checking whether there was any way to recover it and helping me get my Pro subscription restored on the new account. Thank you again for your help! 💜 Thank you so much for taking the time to look into this for me and explain what happened. I’m definitely disappointed to lose my old account No problem.

Once again I’m sorry that you lost your account, I hope this account stays safe and you can enjoy the app to the fullest with your subscription restored.
Exported transcript automatically when the ticket was closed.
Top participants:
8 - @destructively__#0 (1012012939315789865)
6 - @eevee1018#0 (1496969533846454352)
1 - @Aspect Assistant#2405 (1479500542832021527)