topic Re: Unfortunately, we couldn't log you in, but you can still buy or upgrade in EE app and website

Unfortunately, we couldn't log you in, but you can still buy or upgrade

MrLinky — Wed, 16 Mar 2022 22:38:48 GMT

"Unfortunately, we couldn't log you in, but you can still buy or upgrade - just choose what you want to do"

Seems like this error message has been posted a number of times but it's still not resolved. Despite showing I'm logged in in the top part the error messaged stating I'm not logged in is still being shown. I can't buy a new phone and plan. I've tried on different web browsers and the app but the result is the same.

Any ETA on when EE plans to fix their site?

Re: Unfortunately, we couldn't log you in, but you can still buy or upgrade

Leanne_T — Thu, 17 Mar 2022 08:12:42 GMT

Hi @MrLinky

Thanks for coming here 🙂

Do you have an existing EE account? or, are you a new EE customer looking to purchase a new phone?

Speak soon 🙂

Leanne.

Re: Unfortunately, we couldn't log you in, but you can still buy or upgrade

MrLinky — Thu, 17 Mar 2022 13:21:04 GMT

Hello @Leanne_T

Thank you for your reply. I'm a pay as you go customer looking to move to a monthly contract and potentially purchasing a new phone.

Cheers

Re: Unfortunately, we couldn't log you in, but you can still buy or upgrade

Leanne_T — Thu, 17 Mar 2022 13:24:27 GMT

Thanks @MrLinky

In this case, are you wanting to keep the same number?

If so, have you followed the advice in our Pay As You Go to Pay Monthly, Help page.

Leanne.

Re: Unfortunately, we couldn't log you in, but you can still buy or upgrade

MrLinky — Thu, 17 Mar 2022 13:36:22 GMT

I appreciate the answer but that doesn't explain why the site is broken and failing to display the correct error messages, if that is the case. I can't even buy a phone/tablet outright or add a new number as a pay monthly contract.

Re: Unfortunately, we couldn't log you in, but you can still buy or upgrade

Leanne_T — Thu, 17 Mar 2022 13:56:40 GMT

Hi @MrLinky

If you want to order a new pay monthly phone and plan you would need to be logged out of My EE as you currently don't have a pay monthly account.

If you would like to transfer the number to pay monthly please follow the advice provided.

You are unable to add a pay monthly account to an existing pay as you go account in My EE.

Leanne.

Re: Unfortunately, we couldn't log you in, but you can still buy or upgrade

MrLinky — Thu, 17 Mar 2022 14:02:10 GMT

Again, I appreciate your answers but the site is broken and not working intended. Is not user friendly. Seeing how many other people have to ask the same questions as I do can only lead me to believe is done so by design.

Thank you for your time and have a good day.

Re: Unfortunately, we couldn't log you in, but you can still buy or upgrade

Leanne_T — Thu, 17 Mar 2022 14:05:43 GMT

Hi @MrLinky

This may show an error if you are logged into a pay as you go account and trying to upgrade or order a pay monthly phone, have you tried logging out and placing the order?

Leanne.

Re: Unfortunately, we couldn't log you in, but you can still buy or upgrade

MrLinky — Thu, 17 Mar 2022 15:03:29 GMT

Hi,

When I'm logged out is asking me to log in to do anything

When I'm logged in it takes me back to this page if I click on any phone.

PS and now I can't post visible screenshots here despite them being in the public folder or in a new one. It really is funny how broken this site is.

PS1 now they show up again after manually moving them from my profile page to the "public" folder despite being uploaded to that folder initially.

Re: Unfortunately, we couldn't log you in, but you can still buy or upgrade

Leanne_T — Thu, 17 Mar 2022 15:42:10 GMT

Hi @MrLinky

Can you visit the EE Shop here, and browse the phones and plans?

You don't need to select existing customer if you would like a new phone, plan and number and don't currently have a pay monthly account.

Images will show once approved.

Leanne.

Re: Unfortunately, we couldn't log you in, but you can still buy or upgrade

XRaySpeX — Fri, 18 Mar 2022 09:08:53 GMT

@Leanne_T : I am able to order a contract phone, should I continue to checkout with my personal & payment details, whether I am:

Logged into my PAYG MyEE, or
Not logged into MyEE at all.

It's the same order journey in both cases.

Re: Unfortunately, we couldn't log you in, but you can still buy or upgrade

Leanne_T — Fri, 18 Mar 2022 09:12:51 GMT

Thanks for letting me know @XRaySpeX

If you are still having the same error today @MrLinky, please call us on 150 and the team can help get this looked into for you.

Leanne.

Re: Unfortunately, we couldn't log you in, but you can still buy or upgrade

MrLinky — Fri, 18 Mar 2022 17:48:38 GMT

Hi @Leanne_T ,

I gave up. It's too much hassle and wasted time for such a simple thing. I'll look at another network with a working website, don't want to waste even more time on calls.

Have a good day.

Re: Unfortunately, we couldn't log you in, but you can still buy or upgrade

reznor — Fri, 25 Mar 2022 12:08:34 GMT

I have the exact same issue.

“Unfortunately, we couldn't log you in, but you can still buy or upgrade - just choose what you want to do.”

I’ve had this issue on and off for the past 12 months. It’s making it impossible to use any functional aspect of EE.co.uk regarding my account, billing or viewing upgrades etc.

I’ve submitted feedback about this issue on two occasions. I never received a follow up or any explanation.

Re: Unfortunately, we couldn't log you in, but you can still buy or upgrade

Leanne_T — Fri, 25 Mar 2022 12:25:06 GMT

Hi @reznor

Thanks for coming here.

If this message is showing, please give us a call on 150 and our customer care team will get this looked into for you.

Leanne 🙂

Re: Unfortunately, we couldn't log you in, but you can still buy or upgrade

NateTheGolfer — Sat, 27 Aug 2022 17:44:22 GMT

Im having the same problem EE need to fix it, I’m not ringing 150 they should no there’s a problem

Re: Unfortunately, we couldn't log you in, but you can still buy or upgrade

Christopher_G — Sun, 28 Aug 2022 07:20:30 GMT

Hi @NateTheGolfer

Could you try on a different device or browser please? Let me know if it's any better.

Chris

Re: Unfortunately, we couldn't log you in, but you can still buy or upgrade

NateTheGolfer — Sun, 28 Aug 2022 14:22:36 GMT

Still happening Chris

Re: Unfortunately, we couldn't log you in, but you can still buy or upgrade

Christopher_G — Sun, 28 Aug 2022 14:37:52 GMT

OK, thanks for trying, @NateTheGolfer.

I think it's probably best to speak to our Mobile Care team so that they can check your account from our side.

Chris

Re: Unfortunately, we couldn't log you in, but you can still buy or upgrade

JaydeEck — Fri, 25 Nov 2022 19:09:09 GMT

I am having this problem on 25/11/2022 and it’s really stressing me out too