topic Re: Not the Account Holder in EE app and website

Not the Account Holder

Freyasmam — Wed, 01 Jun 2022 20:26:19 GMT

Whenever I try to view or change anything in the Account section I get a message saying I’m not the Account holder and I am. I have two phone plans running on one account. Anyone know the solution.

Thank you.

Re: Not the Account Holder

dmills24783 — Wed, 01 Jun 2022 20:34:10 GMT

I’m also having this exact same problem…can’t even view a bill

Re: Not the Account Holder

Freyasmam — Wed, 01 Jun 2022 20:52:13 GMT

So annoying isn’t it? I love EE and the fact that I can share my data but the website and App drive me mad. Looks like I’ll have to telephone. Can never get anyone on web chat either.

Re: Not the Account Holder

dmills24783 — Wed, 01 Jun 2022 21:05:50 GMT

@Freyasmamthe feeling is more than mutual. I find both the app & web login so frustrating & difficult to navigate! I don’t understand how I'm supposedly not the account holder when it’s me/my account the bill is being paid from!? No doubt it will be a very long on hold queue as well when I try to speak to someone tomorrow!

Re: Not the Account Holder

Leanne_T — Thu, 02 Jun 2022 16:58:08 GMT

Hi there @dmills24783 @Freyasmam

Welcome to the community.

If you log into your My EE account online, select Account Settings then Manage numbers.

You should have the option to manage the roles for each number and change to the account holder, does this work for you?

Thanks 🙂

Leanne.

Re: Not the Account Holder

Ddcarr62 — Thu, 02 Jun 2022 17:25:57 GMT

Hi Leanne.

I couldn’t do anything with the account. In the end I face book messaged EE and they sorted it out for me. I was really impressed with the messaging service. I think I had two accounts running. 🤷‍♀️ Anyway it all seems to be working now. Thank you so much for your help.

Debbie.

Re: Not the Account Holder

Leanne_T — Fri, 03 Jun 2022 06:12:40 GMT

Thanks for coming back and letting us know @Ddcarr62

Have a lovely weekend 🙂

Leanne.

Re: Not the Account Holder

Ddcarr62 — Fri, 03 Jun 2022 12:46:12 GMT

You too. X