are you logging into primal with your existing or original nsec? if you're using a brand new nsec, that's not going to work. the premium service would be registered to your other existing nsec. do you not have that nsec?
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Thank you! Old nsec lost with old phone. New primal premium account with new contact info, nsec, seed. Only thing same is DOB.
And new name
Wait, had to use same real name but different email to set up new account. That name linked to card. Also same DOB.