topic Re: Looks like you're not the account holder in EE app and website

Looks like you're not the account holder

Gingerbread007 — Sun, 10 Sep 2023 16:44:20 GMT

Hi All

Possible for anyone can shed some light on this issue I'm having with my account?

I went online to see if I could upgrade my phone, as my upgrade is due in the next 14 days.

But when I try to see what I can upgrade to, I get this message.

I know that I am the account holder, as it's all under my name etc.

And always has been, but I cannot do anything under my number.

Though my kid's phone is under the same account, I can do what ever I want.

But nothing under my own number.

Does anyone know what I need to do to fix this?

Many Thanks

Re: Looks like you're not the account holder

XRaySpeX — Sun, 10 Sep 2023 16:48:22 GMT

You need to be set up as the Bill Payer under Account Settings > Manage Numbers

Re: Looks like you're not the account holder

Northerner — Sun, 10 Sep 2023 17:15:28 GMT

Hi @Gingerbread007

Many threads on this if you had searched. As you have set the account up as a user not the bill payer.

The new layout on your online account makes it a bit trickier to find but log into your Online Account - Plans & Subscriptions - Scroll down to Settings and Permissions then click on Manage Numbers. Change your account to bill payer.

Thanks