topic Re: Cannot access my mobile account in EE app and website

Cannot access my mobile account

izziememe — Thu, 08 Jun 2023 09:40:31 GMT

I rarely have to communicate with EE but earlier this week I used the phone contact. Well all I got was some automated options which then eventually led to the call being dropped. After waiting I tried a second and third time no joy. I did eventually speak to an agent and purchase two add ons fir my wife’s phone so she could use it for texts and calls in Turkey. She told me that on arrival she received an EE text giving details of only the text add on. So she doesn’t know if the calls add on is authorised.

So I tried to look at my account using the MyEE app and could not find any link to my mobile account. It was all Community. Looks like I will have to wait till I get home and use the MAC direct to EE website. Not impressed by the app, it used to be okay.

Re: Cannot access my mobile account

Chris_B — Thu, 08 Jun 2023 09:48:27 GMT

@izziememe Your using a phone with internet access you don’t have to use the my EE app to log in to your account you can use the web browser and this link

https://id.ee.co.uk/login

Re: Cannot access my mobile account

izziememe — Thu, 08 Jun 2023 09:59:34 GMT

Thanks I know that and that’s my normal approach as I prefer to use the computers larger screen. But I thought I’d use the app whilst outside having a coffee only to find I couldn’t access anything other than a Community. Am I looking in the wrong place?

Sent from my iPhone

Re: Cannot access my mobile account

Katie_B — Thu, 08 Jun 2023 11:27:45 GMT

Hi @izziememe.

Have you tried logging out of the app and back in?

When you access your My EE Online can you see your account OK?

Katie

Re: Cannot access my mobile account

izziememe — Thu, 08 Jun 2023 21:10:35 GMT

When I log in directly online I can see all aspects of my mobile account. Log out this app and log back in but still all I access is the community. No improvement I’m afraid.

Re: Cannot access my mobile account

James_B — Fri, 09 Jun 2023 07:28:36 GMT

Hi @izziememe,

Please can you share a screenshot of what you see when you first log in to the My EE app?

James

Re: Cannot access my mobile account

izziememe — Fri, 09 Jun 2023 07:52:08 GMT

Here's a screen shot taken on the iPhone this morning.

Re: Cannot access my mobile account

James_B — Fri, 09 Jun 2023 07:55:49 GMT

Hi @izziememe,

That looks like your web browser, rather than the My EE app.

Can you try downloading the My EE app from the app store?

James

Re: Cannot access my mobile account

izziememe — Fri, 09 Jun 2023 08:05:03 GMT

Hi,

It came straight off of the Home Screen on my iPhone. See photo. I will delete the MyEE and reinstall from App Store.

Re: Cannot access my mobile account

James_B — Fri, 09 Jun 2023 08:09:43 GMT

Thanks @izziememe

Please let me know if that resolves the issue.

James

Re: Cannot access my mobile account

izziememe — Fri, 09 Jun 2023 08:13:01 GMT

Hi,

I deleted the MyEE app from the phones home page. I then installed MyEE from App Store. It now works fine and I can see what I wanted to in the account/plan/usage etc. Thanks for the help.

Re: Cannot access my mobile account

James_B — Fri, 09 Jun 2023 08:20:58 GMT

No problem @izziememe

I'm glad you got it sorted. 🙂

James