topic Re: My EE App problem with accounts in EE app and website

My EE App problem with accounts

Kinsey5156 — Tue, 23 Aug 2022 18:45:45 GMT

We recently joined EE. We have one EE account with our two mobile phones and because the EE customer service agent said we could only have two products on one EE account when we ordered our mobile broadband we had to have another it on another EE account, one in each of our names.

The problem is that we cannot view all our products - the two mobile phones and the mobile broadband on one My EE 'App' account.

Owing to this we set up two My EE 'App' accounts with the same email at first as we only had one which caused problems and we could not log on. We then changed the emails which exacerbated the problem and now we find we are locked out of both and keep getting messages telling us our EE account numbers are invalid.

We cannot see any buttons to delete the My EE App accounts and re register and do not know what to do next.

We tried calling EE but did not hear any option that related to sorting out the My EE App problem. We spoke to one agent who did not seem to be able to sort it out.

We are very frustrated because we want to be able to manage our three products: 2 phones and 1 mobile broadband on one My EE App account and not two. At present we cannot access anything.

Any advice appreciated please.

Apologies for long drawn out explanation.

Re: My EE App problem with accounts

XRaySpeX — Tue, 23 Aug 2022 18:51:19 GMT

Are any of these a/c's on PAYG? Which is which?

Re: My EE App problem with accounts

Kinsey5156 — Tue, 23 Aug 2022 18:53:22 GMT

All three accounts are pay monthly from the same bank account.

Re: My EE App problem with accounts

Chris_B — Tue, 23 Aug 2022 18:55:00 GMT

@Kinsey5156 you’ll have to call customer services to reset your account/s You can only use one email address for one account so because you have 2 accounts you have to use 2 email addresses.

Re: My EE App problem with accounts

Kinsey5156 — Tue, 23 Aug 2022 19:07:53 GMT

Thanks. Although we have two EE accounts, one with the phones and one with the mobile broadband can they set the My EE App up so we can view all three products together?

Re: My EE App problem with accounts

Leanne_T — Wed, 24 Aug 2022 06:47:55 GMT

Hi @Kinsey5156

Please give us a call and the team will certainly see what they can do to help 🙂

Leanne.

Re: My EE App problem with accounts

Kinsey5156 — Wed, 24 Aug 2022 06:56:46 GMT

Thanks Leanne. What option do we select ?

Re: My EE App problem with accounts

Leanne_T — Wed, 24 Aug 2022 06:58:36 GMT

Hi @Kinsey5156

If you call 150 and use option 1, then accounts and billing one of the team will be happy to help 🙂

Leanne.

Re: My EE App problem with accounts

Kinsey5156 — Wed, 24 Aug 2022 07:02:08 GMT

Thanks Leanne. Really appreciate your help.😊

Re: My EE App problem with accounts

Kinsey5156 — Wed, 24 Aug 2022 07:02:11 GMT

Thank you so much for your help. Really appreciate it.😊

Re: My EE App problem with accounts

Leanne_T — Wed, 24 Aug 2022 07:03:24 GMT

No problem @Kinsey5156

Have a lovely day 🙂

Leanne.