topic Re: Can't log in to My EE app in EE app and website

Can't log in to My EE app

rowanbratchell — Fri, 25 Nov 2022 12:01:32 GMT

I have been an EE customer for many years and never had this issue with the My EE app until recently.

When I open the My EE app it prompts me to log on, even though I had already been logged on to my account. I input my details (which I have double checked, its definitely right) and it takes me through setting up a pin and biometrics as it would to a new user. I go through those set ups, and then when its completed it takes me back to the original log on screen. I click log in again, go through it again...same result.

I am stuck in that loop, unable to actually use the My EE app. I can still access my account through the website, its just the app. I have tried reinstalling, restarting my phone, deleting the app cache - no change.

Re: Can't log in to My EE app

XRaySpeX — Fri, 25 Nov 2022 12:47:03 GMT

Can you login OK to your online MyEE rather than the app?

Re: Can't log in to My EE app

rowanbratchell — Fri, 25 Nov 2022 12:53:21 GMT

Yes, I can log in to My EE via the website just fine

Re: Can't log in to My EE app

XRaySpeX — Fri, 25 Nov 2022 13:02:11 GMT

Then don't bother with the app. It's fragile of late.

Re: Can't log in to My EE app

James_B — Fri, 25 Nov 2022 13:39:24 GMT

Hi @rowanbratchell,

Welcome to the EE Community. 🙂

Our Technical Support Team will be happy to look into this issue if you get in touch.

James

Re: Can't log in to My EE app

rowanbratchell — Mon, 23 Jan 2023 09:27:39 GMT

Thanks for the suggestion, I did go to the contact us information before posting here but the only option given was to phone, and I have a disability that makes phonecalls very difficult hence coming on here to hope someone would be able to offer help.

Re: Can't log in to My EE app

Leanne_T — Mon, 23 Jan 2023 11:46:22 GMT

Hi @rowanbratchell

What device are you using?

Leanne.

Re: Can't log in to My EE app

rowanbratchell — Mon, 23 Jan 2023 11:56:47 GMT

I am using a Samsung S21.

Some more relevant info:

I can access my EE account just fine via browser on any device, that is how I'm accessing my account currently when I need to check anything. But the EE app continues to not be working for me, I can open the app and put in my details to log in, but after that it just loads the log in screen again.

Re: Can't log in to My EE app

Leanne_T — Mon, 23 Jan 2023 12:11:47 GMT

Thanks @rowanbratchell

This would need to be looked into for you, if you can get in touch with our mobile care team they will be happy to help.

You can visit an EE Store if this is possible and they would see what they can do to help you.

Leanne.