topic Can't link number to EE account in EE app and website

Can't link number to EE account

Sharkology — Fri, 05 Jan 2024 11:45:44 GMT

I have just transferred to EE. My sim is up and running but every time I try to link my number to my EE account, I don't receive the pass code via text. I have requested it several times and now been blocked from requesting a code. Please can you advise how I am to link my account so I can view my details online and turn off parental controls. Thanks.

Re: Can't link number to EE account

Leanne_T — Fri, 05 Jan 2024 14:18:54 GMT

Hi @Sharkology

Thanks for coming here.

How long ago did you transfer to EE?

Have you registered for an EE account after the number transfer?

Leanne.

Re: Can't link number to EE account

Sharkology — Fri, 05 Jan 2024 15:10:35 GMT

I tranferred this morning but have received various texts from EE already so presumed it would work. I had an EE account already. Do I need to make a new EE account since transferring? Thanks

Re: Can't link number to EE account

Leanne_T — Fri, 05 Jan 2024 15:18:24 GMT

Thanks @Sharkology

Can you try again after 24 hours and see if this works for you, if you get the same message please call us on 150 and the team will need to reset the account details for you to register for a new EE account.

Leanne.

Re: Can't link number to EE account

Sharkology — Fri, 05 Jan 2024 16:56:39 GMT

I will do, thank you for your help 🙂

Re: Can't link number to EE account

wiefie345 — Fri, 05 Jan 2024 21:48:45 GMT

Dear Leanne. I have a similar problem and cannot associate my EE phone number with the new EE account.
I've forgotten my email password and don't have access to the old email address, so I've already called EE customer services and they've told me that my old EE account has now been deleted, but when I try to link my EE phone number to my new EE online account, the screen says "Looks like you've already linked". Does this mean that my old EE account with the old email address that I no longer have access to hasn't been successfully deleted? Can you please tell me how I can send you a private message to sort this out?

Re: Can't link number to EE account

James_B — Sat, 06 Jan 2024 08:36:23 GMT

Hi @wiefie345,

The team may have already linked your number number for you.

Can you see your mobile plan in the app?

James

Re: Can't link number to EE account

PeckhamSteve — Fri, 13 Sep 2024 11:43:53 GMT

I'm having a similar problem, although I get the code, but then get an error message saying the phone number can't be linked. I've contacted Tech support who say this is an ongoing problem affecting ALL new customers and they're working on a fix but don't know how long it will take (it's been over a week so far). I looked here on the community forums for confirmation here and couldn't find anything. I mentioned this to tech support and they said that's because they're not telling anyone! Can this really be true??

Re: Can't link number to EE account

Leanne_T — Fri, 13 Sep 2024 14:11:21 GMT

Hi @PeckhamSteve

Thanks for coming to the community, I am sorry you are unable to link your number in the EE account.

Have you transferred a number from another network?

Are you using the same email address you originally placed your order with?

Leanne 🙂

Re: Can't link number to EE account

PeckhamSteve — Fri, 13 Sep 2024 14:22:10 GMT

Hi @Leanne_T

Yep - transferring my old number and yes, I'm using the same email I placed the order with. Tech support seem to think it's an ongoing problem that's affecting ALL new EE joiners/transferers, which seems odd to me, given how little comment there is about it here?

Re: Can't link number to EE account

Leanne_T — Fri, 13 Sep 2024 14:33:28 GMT

Hi @PeckhamSteve

If you have an error message showing in your EE account, this may be an individual account issue that would need to be looked into and a ticket raised.

You have done the right thing reporting this to us and once the team have an update they will let you know.

Leanne.

Re: Can't link number to EE account

scusack1 — Fri, 04 Oct 2024 07:58:37 GMT

I have wasted hours on the phone, and have spoken to numerous EE helpdesk personnel. In a nutshell, they advise that if a mobile number is linked to a BT account it cannot be connected on the App. They've been (allegedly) working on a fix, but two months later that fix still isn't there. This shows EE in a really bad light. All I did was transfer from O2 to EE. The transfer process was awful, with EE and O2 both blaming the other, but that's a different story and also involved ages on the phone getting it sorted.

Re: Can't link number to EE account

EmadAweda — Fri, 24 Oct 2025 19:05:33 GMT

Dear Leonne

I have the same problem first I bought pay as you go eSIM and I faced the same problem after I received the last verification code I get a message saying failed, as different details despite the fact I was so sure with my details provided, so I decided to have contacted eSIM which I get it from EE online store, but I faced the same exact problem.

Re: Can't link number to EE account

Leanne_T — Sat, 25 Oct 2025 07:45:14 GMT

Morning @EmadAweda

Thanks for coming to the community.

Just to check, do you get a message saying failed when trying to activate the eSIM or when registering for the EE account?

Have you been in touch with our customer support guides to see if they can help you get set up?

Thanks 🙂

Leanne.

Re: Can't link number to EE account

lizzzard — Tue, 18 Nov 2025 15:33:30 GMT

I was told the same thing today as well after encountering the same issue. Looks like an ongoing issue!

Re: Can't link number to EE account

Ghostly1 — Sun, 30 Nov 2025 21:53:29 GMT

Hi Leanne,

I've been with EE for over a year now and still can't link my number to the app. I've been in-store to speak about the issue and still nothing was fixed is there anyway that this issue can be resolved. All it keeps saying is (we are having trouble linking your products) we have tried multiple times throughout the year and still nothing has worked.

Thanks

Re: Can't link number to EE account

Katie_B — Mon, 01 Dec 2025 08:26:23 GMT

Hi @Ghostly1.

Thanks for coming here.

I am sorry to hear you are still experiencing this.

Have you reported to our technical care team?

If yes, was a ticket raised on your account?

Speak soon,

Katie

Re: Can't link number to EE account

JustinCliffe — Mon, 01 Dec 2025 13:41:56 GMT

Similar problem here, whenever I try to link my mobile number (via a physical SIM) to my EE account, I receive a message stating ‘That number is already linked’ - and to go the Mobile area of my account to manage it or find my bills.

However, when I do so, there’s nothing there, other than another ‘Link a Product’ button.

Have spoken with both Account Billing & Technical support but they’ve not been able to do anything other than to say ‘try again later’.

Any suggestions??

Re: Can't link number to EE account

Katie_B — Mon, 01 Dec 2025 13:50:36 GMT

Hi @JustinCliffe.

Thanks for coming here.

Are you aware if the team raised a ticket?

How long have you been experiencing this?

Katie

Re: Can't link number to EE account

JustinCliffe — Mon, 01 Dec 2025 14:10:23 GMT

Hi Katie

Tickets seemed to have been raised and then cancelled.

I’ve had the problem ever since I moved over to EE from Vodafone on 11th November - and been told this is an ongoing problem(?)

Justin