Resolving "phone must be unique" during signup

Why this happens

During signup, TRULEO asks for a cell phone number and PIN. That phone number can only be associated with one account. This error commonly appears when:

• You previously signed up for a free trial
• Your department later invited you to an agency account using the same phone number
• Someone else used your number on a TRULEO trial account

What to do

1. Try signing in at app.truleo.net with the email you used for your earlier free trial.
2. If you received a department invite to a different email, contact support@truleo.co with:
   • The email address on your department invite
   • The phone number showing the error
   • Your agency name
3. Our support team can migrate your account so you access TRULEO under your department without losing prior work.

Do not create a second trial with a different email and the same phone number — the error will persist until the existing account is resolved.

How account migration works

When support migrates your account, they link your department invite to your existing profile (or consolidate duplicate accounts) so your phone number, PIN, and case work stay intact. This is a manual step today — plan for a same-day or next-business-day response.

Related articles

• Setting up your phone number and PIN — what the phone and PIN are used for
• Account Setup — accepting your department invitation

Best practices

• Use your work email for your department account whenever possible.
• If you started a free trial, complete onboarding with the same email your agency will invite.
• Contact support before creating additional trial accounts.