topic Re: Can't link my phone to my EE account in EE app and website

Can't link my phone to my EE account

tave — Sat, 26 Aug 2023 18:46:03 GMT

I am trying to link my new sim in my phone to my EE account. I get to the point in the process where I say that I pay the bills for the phone and then it says 'We're having trouble linking your products'. It's been like this for 2 days now.

Is there anything to fix this?

Thank you

Re: Can't link my phone to my EE account

Christopher_G — Sun, 27 Aug 2023 07:50:28 GMT

Hi @tave

Welcome to the community.

Sorry to hear that you're having this problem. Could you try doing it on a different device or browser please?

Chris

Re: Can't link my phone to my EE account

bjrivaldo — Sun, 27 Aug 2023 10:58:29 GMT

My wife and I are having the same problem here. We can't link our EE mobile numbers to our respective EE accounts. We've already tried to do the link via a different device/browser but still failed to do so. Could EE look into the matter and fix the problem as soon as possible ?

Thanks !

Samson

Re: Can't link my phone to my EE account

Christopher_G — Sun, 27 Aug 2023 11:07:07 GMT

Hi @bjrivaldo

Welcome to the community.

I'm sorry to hear that. If you speak to our Mobile Care team, they'll be able to link your accounts manually and log this as a problem.
Chris

Re: Can't link my phone to my EE account

jh061195 — Sun, 10 Sep 2023 21:38:00 GMT

I am currently having the same issue, I am a new customer and this is making my first impressions of EE not great, can this be fixed as soon as possible please?

Re: Can't link my phone to my EE account

James_B — Mon, 11 Sep 2023 06:47:19 GMT

Hi @tave,

Welcome to the EE Community. 🙂

Are you in the process of transferring a phone number from another network?

James

Re: Can't link my phone to my EE account

jh061195 — Mon, 11 Sep 2023 07:20:55 GMT

Yes, but the number has already been transferred over

Re: Can't link my phone to my EE account

James_B — Mon, 11 Sep 2023 07:29:30 GMT

When did your number transfer complete @jh061195?

James

Re: Can't link my phone to my EE account

jh061195 — Mon, 11 Sep 2023 07:32:17 GMT

It completed last week 8/9/22

Re: Can't link my phone to my EE account

James_B — Mon, 11 Sep 2023 07:34:37 GMT

Thanks @jh061195, that should have allowed plenty of time for the number to update in our systems.

Please get in touch with Customer Care so a member of the team can help to link your number.

They'll be happy to help. 🙂

James

Re: Can't link my phone to my EE account

jh061195 — Mon, 11 Sep 2023 07:36:34 GMT

Thanks @James_B I shall do that now

i appreciate your help

Re: Can't link my phone to my EE account

James_B — Mon, 11 Sep 2023 07:56:54 GMT

No problem @jh061195 🙂

James

Re: Can't link my phone to my EE account

ClarePex — Mon, 11 Sep 2023 20:25:40 GMT

Exactly the same problem here. This a bad start to my experience with EE. I need this to be up and working immediately so my sick mother can get in touch with me.

Re: Can't link my phone to my EE account

James_B — Tue, 12 Sep 2023 07:32:14 GMT

Hi @ClarePex,

Welcome to the EE Community. 🙂

Are you having trouble linking your number to My EE or with activating your SIM?

James

Re: Can't link my phone to my EE account

iamagreenwood — Wed, 13 Sep 2023 12:41:47 GMT

I am experiencing the same problem as the initial poster.

New sim, I've created an account but neither app or website are able to link the sim to my account.

I've tried the website on all 3 devices, and the app on one. All fail during the 'linking devices' process. Most of them fail after the SMS verification step - I receive and enter the code from the SMS then get an error.

Please can I be linked manually while you fix the problem?

Thanks.

Re: Can't link my phone to my EE account

iamagreenwood — Wed, 13 Sep 2023 14:23:51 GMT

I've resolved the problem.
To anyone else in the same situation - top the phone up by dialling '150'.

This will 'activate' the sim which allows it to be linked to the account.

To anyone from EE looking at this - people who order free sims aren't able to top up because they can't link to an account. Nowhere directs users to 150, so they get stuck trying to link suspended SIMs to accounts.

Re: Can't link my phone to my EE account

Leanne_T — Wed, 13 Sep 2023 14:37:19 GMT

Thank you for sharing how you resolved this @iamagreenwood

I will pass this feedback to the relevant team.

Thank you.

Leanne.

Re: Can't link my phone to my EE account

NacaMusib — Wed, 20 Sep 2023 05:27:47 GMT

hi @iamagreenwood just wanted to ask is there anything else needed to be done after dialling 150?

Re: Can't link my phone to my EE account

Leanne_T — Wed, 20 Sep 2023 09:02:45 GMT

Hi @NacaMusib

Have you topped up the SIM card?

Thanks 🙂

Leanne.

Re: Can't link my phone to my EE account

XRAD_PG — Fri, 22 Sep 2023 20:33:14 GMT

I have exactly the same problem