topic Re: Unlocking my account in EE app and website

Unlocking my account

anifan98 — Tue, 30 Aug 2022 14:30:44 GMT

My EE account seems to be locked, or just says "you have successfully logged out" whenever I put in my details. I have changed my password twice, but that doesn't seem to be the problem.

Supposedly I should call 150 to unlock it, but the call center goes through the usual "press 1-2-3 for this or that service," and my phone wont input the number - It just saves it to phone/sim. (It's an old phone. Vairy Text T-mobile I think)

I need to go into my account to pay my bills before the middle of September when my credit runs out, but I don't know how to do it. I even went to the local EE store, but they just reset my password for me.

What is the best way to get my account unlocked - should I use another phone, or would an e-mail help?

Re: Unlocking my account

XRaySpeX — Tue, 30 Aug 2022 15:00:41 GMT

Are you on contract or PAYG?

You talk about paying bills at the same time as credit running out. You don't get bills if you have credit. That's for PAYG whereas bills are presented on contracts.

Re: Unlocking my account

Leanne_T — Tue, 30 Aug 2022 15:22:27 GMT

Hi there @anifan98

Thanks for coming here.

When was the last time you logged into your My EE account and topped up?

Leanne 🙂

Re: Unlocking my account

anifan98 — Thu, 08 Sep 2022 02:12:04 GMT

I topped up 2-3 months ago

Re: Unlocking my account

Christopher_G — Thu, 08 Sep 2022 07:10:30 GMT

OK thanks, @anifan98

I would suggest speaking to our Mobile Care team so that they can check everything from our side.

Chris

Re: Unlocking my account

anifan98 — Thu, 22 Sep 2022 19:25:13 GMT

It's all fixed - It turns out the problem wasn't with my account -it was with my computer - I used an older PC and I could log onto my account just fine, and have successfully topped up. I don't need customer service after all. Thanks anyway.

Re: Unlocking my account

Christopher_G — Fri, 23 Sep 2022 07:18:43 GMT

Thanks for letting us know, @anifan98. 🙂

Chris