topic Re: Cannot access account on website or app in EE app and website

Cannot access account on website or app

horizonimaging — Sun, 08 Jan 2023 23:31:29 GMT

Hi all,

Any idea why I can’t access my account on the website or the app?

On the app and website I get the attached error messages and yet my number is still fully functional. The ‘try in a few minutes’ doesn’t mean anything as it’s been like this for weeks.

Thanks for your help!

David

Re: Cannot access account on website or app

Katie_B — Mon, 09 Jan 2023 08:48:30 GMT

Good morning @horizonimaging.

Have you recently made any changes to your EE account?

Speak soon,

Katie

Re: Cannot access account on website or app

horizonimaging — Mon, 09 Jan 2023 09:10:11 GMT

Hi Katie,

Thanks for your reply.

I have (renewing my contract), but this problem had been going on for weeks before I made any changes … in fact I was trying to access my account to see what package I was on so I could see my upgrade options — but I couldn’t get into my account to check!

Many thanks,

David

Re: Cannot access account on website or app

Katie_B — Mon, 09 Jan 2023 09:18:37 GMT

Thanks for getting back to me @horizonimaging.

Have you moved from PAYG to PAYM?

Katie

Re: Cannot access account on website or app

horizonimaging — Mon, 09 Jan 2023 09:27:46 GMT

Hi Katie,

No, I’ve been on Pay Monthly Sim Only contract for the last 24 months.

I have been able to access my account in the past, although not for a few months now I think.

Many thanks,

David

Re: Cannot access account on website or app

Katie_B — Mon, 09 Jan 2023 09:28:25 GMT

Thanks for confirming @horizonimaging.

I would recommend giving us a call and reporting this to our technical care team. The team will be able to investigate this further.

Katie

Re: Cannot access account on website or app

horizonimaging — Mon, 09 Jan 2023 09:38:00 GMT

Hi Katie,

Ok thanks, will do.

Have a good week 🙂

David

Re: Cannot access account on website or app

Katie_B — Mon, 09 Jan 2023 09:40:10 GMT

Please keep me posted on the outcome after your call @horizonimaging.

If you have any other questions please do not hesitate to ask.

Have a lovely day,

Katie 🙂

Re: Cannot access account on website or app

horizonimaging — Mon, 09 Jan 2023 09:50:58 GMT

Hi Katie,

They said it’s a known issue that’s affecting many people at the moment, and to just keep checking the app every now and then …

Hopefully it’s fixed soon as it’s been broken for weeks now!

Thanks,

David