topic Re: Accessing app in EE app and website

Accessing app

GGG30 — Wed, 03 May 2023 09:21:16 GMT

I can not access my EE app as it tells me I haven't linked my mobile to my EE account however I have. When I try and link the device once more it states 'An account holder and main user for this number already exist.'

Can anyone help?

Re: Accessing app

Leanne_T — Wed, 03 May 2023 11:27:14 GMT

Hi @GGG30

Thanks for coming here.

Can you log into your My EE account online and view your details?

Have you been able to use the My EE app previously?

Leanne 🙂

Re: Accessing app

trase_this — Thu, 05 Oct 2023 00:38:58 GMT

Hi Leanne 🙂

I searched for help with this exact problem and was linked to this chat so I thought I'd jump in since there was no reply from the visitor. Hope that's okay?!

I'm new to EE, can login and view details perfectly on the site but get the same message to link a device/package before I can use the app. Both are already linked.

Uninstalled, re-downloaded and re-installed app but same problem. Any ideas?

Re: Accessing app

Katie_B — Thu, 05 Oct 2023 06:50:31 GMT

Good morning @trase_this.

Of course it's OK for you to come here.

Could you please confirm if you see the same issues when logging in to your My EE online rather than the app?

Speak soon,

Katie

Re: Accessing app

trase_this — Thu, 05 Oct 2023 08:05:46 GMT

Hi Katie 🙂

Um.. I think the app saw me asking questions and decided to randomly start working in an attempt to make me look silly 😜

So no worries then! Thanks massive for the reply anyway 😄

Re: Accessing app

Katie_B — Thu, 05 Oct 2023 08:17:18 GMT

No worries at all @trase_this.

If you have any more questions please be sure to let me know.

Have a great day,

Katie 🙂

Re: Accessing app

maple5 — Thu, 05 Oct 2023 13:15:21 GMT

I have same issue. I am unable to access account details in website, nor in the app.

This means I am unable to gift data to my daughter who urgently needs it.

Using the web site I just keep getting directed to the account page on a PAYG account I have not the actual number I want to see.

Where are the gifting options gone?

This is really not acceptable to be completely unable to use EE's services.

Re: Accessing app

Christopher_G — Thu, 05 Oct 2023 14:00:40 GMT

Hi @maple5

Do you have a pay monthly contract? Have you been able to gift data before? Are you logging in with the correct email address that's linked to the account that you're trying to view?

Chris

Re: Accessing app

maple5 — Thu, 05 Oct 2023 14:05:15 GMT

I gift data ever month. My main account is with unlimited data. I just can’t access it or any of the other devices that have monthly plans - about 8 accounts.

Re: Accessing app

Christopher_G — Thu, 05 Oct 2023 14:52:40 GMT

OK, thanks @maple5

I recommend speaking to our Mobile Care team so they can look into this further for you.

Chris

Re: Accessing app

Username5025 — Thu, 05 Oct 2023 17:33:23 GMT

I can’t link mine. The account works and it’s linked before. I’m not phoning up I want it working or I’m texting for my pac. Useless app.

Re: Accessing app

Leanne_T — Fri, 06 Oct 2023 07:02:37 GMT

Hi @Username5025

Can you access the app without linking the account?

The link account option will show for you to add another account or broadband.

Leanne.