topic Re: Having trouble Logging in to EE on my Android phone in EE app and website

Having trouble Logging in to EE on my Android phone

sdduk — Fri, 09 Sep 2022 16:04:24 GMT

Hi Guys
Every time i go to log-in to EE on my Samsung Galaxy phone i have to put my email and password in before i can go anywhere it asks me, if i want to use my finger print,
i press yes and put my finger print on the phone and it lets me in,
i then press the profile button and it then asks me for my email and password again don't know why.

Anyway after i have finished and logged-out if i try to log-in again i have to go though all the same process again, Email, Password, and asks me if i want to use my finger print.
One other thing as well it asks me to put a 4 digit code in every time, twice because it never remembers it....Doesn't seem to save anything i put in.
Its now driving me mad anyone got any idea's please

Re: Having trouble Logging in to EE on my Android phone

Schockwave — Fri, 09 Sep 2022 16:18:26 GMT

Hello @sdduk ,

Welcome to the community,

Not sure why you are having these problems. I have Apple product and Face ID, and yes had to register when first set the new app and also asked for 4 digit code, have you checked in settings that all is set up as you wish and saved as well? It is the icon at the top right you click on and will find settings there.

Do you log-out or just close the app? I never log-out of the app, so maybe that is why, just an idea.

Re: Having trouble Logging in to EE on my Android phone

sdduk — Fri, 09 Sep 2022 16:34:14 GMT

Tried setting but no joy just logged-in and still wants email + password to view my profile.

I would of thought once you are logged-in to home you would be able to view my profile but not on my phone.

Just seems to loose all setting but saying that a lot of people on the thread are complaining about the App and the update so may be its something to do with that...My banks are all done with finger print and work fine.

Re: Having trouble Logging in to EE on my Android phone

Leanne_T — Fri, 09 Sep 2022 16:38:16 GMT

Hi @sdduk

Could you try deleting the app and reinstalling this, when you are asked if you would like to set up a 4 digit PIN code please say yes to this option.

You should then be able to select how you would like to log in and see the available options.

Leanne.

Re: Having trouble Logging in to EE on my Android phone

sdduk — Fri, 09 Sep 2022 16:52:44 GMT

Uninstalled and Reinstalled its not asking about code it just comes up and i have to put code in twice before asking about biometric authentication...press yes and give finger print and in but still asking for email password to see my profile.

Re: Having trouble Logging in to EE on my Android phone

Leanne_T — Fri, 09 Sep 2022 17:16:40 GMT

If this is the same after trying this @sdduk, please give us a call on 150 and the team will get this looked into further for you.

Leanne.

Re: Having trouble Logging in to EE on my Android phone

Northerner — Fri, 09 Sep 2022 19:03:58 GMT

Hi @sdduk

If you want to view your personal details then it takes you to the EE website and you need to log in with your account email and password. That is perfectly normal.

The other app functions work with your finger print if you've agreed to use that as your app access.

Thanks

Re: Having trouble Logging in to EE on my Android phone

sdduk — Sat, 10 Sep 2022 12:20:55 GMT

Sorry but its a terrible App what's the point of saying yes to the finger print and it doesn't save it.

I don't know what is the more annoying trying to get the fingerprint to work, or having to log-in to My Profile which you should still be able to use your fingerprint, And that's without having to keep putting a 4 digit code twice because again not saving it.

All my other Apps that use my fingerprint like my Banks all work apart form the My EE App.

Re: Having trouble Logging in to EE on my Android phone

Leanne_T — Sat, 10 Sep 2022 13:34:02 GMT

Hi @sdduk

Please call us on 150 and the team will get this looked into further for you.

Leanne.

Re: Having trouble Logging in to EE on my Android phone

sdduk — Sat, 10 Sep 2022 14:43:20 GMT

UpDate: After playing about with the phone for quite a few hours my son had a go to try and work it out.

I was logging-in all the time but if i just shut the app down and not log-out it seems to work a lot better.

when i press the EE app it comes up so i can use my finger print to log-in.

If someone else tries to log-in with there finger you have to put the 4 digit code in or you can't log-in.

The only other thing is i still have to use the Email /Password to view My Profile but Leanne T said that you have to use Email/Password.

Anyway thank you all for trying to solve my Problem its much apricated.

Re: Having trouble Logging in to EE on my Android phone

Schockwave — Sat, 10 Sep 2022 15:07:18 GMT

@sdduk , I did wonder whether it was because you log-out of the app, as I never do.

Well, if I click on the icon at the top, then it shows profile and once I click on personal details, yes it will ask you for log-in details, but not when I click on settings.

Glad you have got it sorted, you are welcome, thank you for letting us know, that is what we are here for.