topic Re: error with logging in on app and website in EE app and website

error with logging in on app and website

weeabie — Tue, 18 Jul 2023 22:03:25 GMT

We're unable to retrieve your account details right now Log out and then log in keeps popping up when i try to log in on website, when i try on the app it says sorry there seems to be a problem try logging in on the website. It allows me to actually log in on the website but i can only click on my profile that tells me my name email and reset password and thats all. I’d like to see my other details about my plan
My phone is an iPhone 13 pro and is up to date as is the app. This also happens on wifi (Sky) as well as 4G so I’m not entirely sure what the problem would be

Re: error with logging in on app and website

Charmed3462 — Tue, 18 Jul 2023 22:21:23 GMT

Trying to log into the app to gift my son data and the app is down again which is a constant recurrence. Tried logging in the website and yep, can’t log in due to an issue. Again, nothing new there. This is happening way too often , sort it out EE!!!

Re: error with logging in on app and website

Grimlock — Tue, 18 Jul 2023 22:39:35 GMT

I'm having the same problem also..

Re: error with logging in on app and website

Adambeth01 — Tue, 18 Jul 2023 22:40:04 GMT

Can't log in again never worked on this phone

Re: error with logging in on app and website

Grimlock — Tue, 18 Jul 2023 22:41:03 GMT

Me Grimlock thinks app being updated..

Re: error with logging in on app and website

Grimlock — Tue, 18 Jul 2023 22:43:09 GMT

Re: error with logging in on app and website

lukerobinsonin2 — Tue, 18 Jul 2023 22:54:06 GMT

there seems to be a big outage just now, add-on.ee.co.uk is also not working tonight, cant add any data on my phone, i think when there is a system fault ee should temporarily zero rate data so people are not left without internet access

Re: error with logging in on app and website

Csbh — Tue, 18 Jul 2023 23:53:23 GMT

The EE app and my ee login is down almost daily and this has been the level of service for years. Its shocking! And it has nothing to do with anyone's handset or a need to clear cache etc - that's just ee trying to not take responsibility and push the issue back onto customers. The app should quite simply just work!! Its 2023 fgs its not rocket science to have a functioning front end app available to customers at all times and working ! It doesn't ! And always is" being improved" - What ? Is there a daily need for this? Of course its not actually being improved, its just the standard message for - oh yeah its down - again ! Please finally after all these years invest some of your huge profits garnered from us, your customers, in what is a basic service now in this day and age to provide a functioning and reliable customer app!!

Re: error with logging in on app and website

Csbh — Wed, 19 Jul 2023 00:07:13 GMT

The EE app and my ee login is down almsot daily and this has been the level of service for years. Its shocking! And it has nothing to do with anyone's handset or a need to clear cache etc - that's just ee trying to not take responsibility and push the issue back onto customers. Please please please stop telling customers to clear their cache or uninstall and reinstall - it makes no difference whatsoever and is just a delaying tactic because the app is as usual down at the fault of EE and nothing to do with anyone's handsets. Once customers follow this advice and it doesn't of course work, customers are then told to call the EE team who confirm its a problem at EE with the app. The app should quite simply just work!! Its 2023!! Its not rocket science to have a functioning front end app available to customers at all times and working ! It doesn't ! And always is" being improved" - What ? Is there a daily need for this? Of course its not actually being improved, its just the standard message for - oh yeah its down - again ! Please finally after all these years invest some of your huge profits garnered from us, your customers, in what is a basic service now in this day and age to provide a functioning and reliable customer app available 24/7 !!

Re: error with logging in on app and website

Princefam55 — Wed, 19 Jul 2023 01:31:42 GMT

Same i need to log in to top up by the 20th, seemed to start having problems after the new the website was designed , old website was far better with no problems 😞

Re: error with logging in on app and website

Chris_B — Wed, 19 Jul 2023 06:47:20 GMT

@Csbh If EE take accounts offline they do this when it’ll not affect the majority of customers like late at night ( it’s 1am when you posted this and account are back online now ) and EE has every right to do this.
What you are referencing about clearing the device cache was about something else entirely.

Re: error with logging in on app and website

JiLF — Wed, 19 Jul 2023 11:08:47 GMT

I support you in this matter @weeabie .

Re: error with logging in on app and website

JiLF — Wed, 19 Jul 2023 11:10:32 GMT

Great post fellow client. EE should know better!

Re: error with logging in on app and website

JulieR21 — Thu, 21 Sep 2023 14:26:33 GMT

I'm having this problem and have done for the last 2 months. Can't access my account at all...

Re: error with logging in on app and website

Katie_B — Thu, 21 Sep 2023 14:35:44 GMT

Hello @JulieR21.

If you have no access to the app or the web I would recommend giving us a call and speaking with our technical care team.

Katie

Re: error with logging in on app and website

Gtedesco — Thu, 12 Oct 2023 07:49:10 GMT

Hello all,

I'm having exactly the same problem. I want it to buy a SIM plan, and as soon as I logged in as a customer I started getting the message "Unfortunately, we couldn't log you in, but you can still buy or upgrade - just choose what you want to do.", after which it was impossible to even reach the offers page.

You have a very big problem with your website if you are pushing away existing customers from buying.

Re: error with logging in on app and website

Leanne_T — Thu, 12 Oct 2023 10:02:17 GMT

Hi @Gtedesco

I am sorry to hear this is happening, can you try tapping this link here - Best SIM Only Deals and Pay Monthly SIM Contracts | EE Shop and logging into your EE account. Do you get the same error message?

Leanne 🙂

Re: error with logging in on app and website

Forager — Mon, 26 Aug 2024 16:20:49 GMT

I’ve had problems access account details for over a year. Now I can’t even log in to the website.
Please can someone at ee deal with this please - I pay you money every month so expect you to play your part!

Re: error with logging in on app and website

Leanne_T — Tue, 27 Aug 2024 07:27:48 GMT

Morning @Forager

I am sorry you have been having problems with accessing your account for over a year.

Do you get an error message when you log in?

Are you logging into the EE account online or the EE app?

Leanne 🙂

Re: error with logging in on app and website

Forager — Tue, 27 Aug 2024 08:54:57 GMT

Thanks for your response. If I try to access via the iPhone app or directly with the website, the message is the same. Here’s a screenshot