topic Re: Not the account holder in EE app and website

Not the account holder

Jen2023 — Fri, 08 Sep 2023 08:57:05 GMT

I'm trying to upgrade and my account says I'm not the account holder. I am. I've relinked myself as the account holder and bill payer and it still says I'm not the account holder. Any ideas?

Re: Not the account holder

Christopher_G — Fri, 08 Sep 2023 11:09:25 GMT

Hi @Jen2023

Welcome to the community.

Does this happen on both the My EE desktop site and the My EE app? What happens when you try on a different device or browser?

Chris

Re: Not the account holder

Jen2023 — Fri, 08 Sep 2023 11:18:20 GMT

Hi Chris.

I've tried app and desktop. I've also tried 3 different browsers. And I've also tried removing me as the account holder and re adding myself as the account holder

Re: Not the account holder

Christopher_G — Fri, 08 Sep 2023 11:26:07 GMT

Thanks for confirming, @Jen2023

Usually doing exactly what you have describe fixes problems like this. I'm sorry that it hasn't. I recommend speaking to our Mobile Care team so they can check on this for you from our side.
Chris

Re: Not the account holder

Kirst47 — Sat, 09 Sep 2023 22:32:16 GMT

Hello Christopher,

I’m having the exact same problem.

Could someone help me

kind regards,

Kirsty

Re: Not the account holder

Leanne_T — Sun, 10 Sep 2023 08:11:48 GMT

Hi @Kirst47

If you are unable to change to bill payer in your My EE account online, please call us on 150 and the team will be happy to help.

Leanne.