topic Re: Problem logging in to my account in EE app and website

Problem logging in to my account

Lucymalivoire — Mon, 29 Jul 2024 17:09:30 GMT

I keep getting an error message when I try to log in to my account both on the app and via the website. Once logged in I can’t view my account home page as there’s just an error message saying ‘sorry there seems to be a problem..’. I can view my profile details page but not the main account (bills etc.)

I’m trying to gift some data to my daughter but I can’t get into the page to do that. Been trying since yesterday. Any tips please?

Re: Problem logging in to my account

Katie_B — Tue, 30 Jul 2024 10:42:21 GMT

Hello @Lucymalivoire

Welcome to the EE community,

Have you previously been able to access your bills and gift data previously?
For data gifting, the two numbers would need to be on the same billing account.

See more at How do I gift my data and set controls? | Help | EE
If you have been able to in the past, can you try clearing your App and web browser Cookies and Cache then try again?
Katie

Re: Problem logging in to my account

jlayfield — Mon, 23 Sep 2024 09:08:34 GMT

Same problem with me. Every time I try I get the message “sorry we’re having a problem “. On website and app. Very annoying.

Re: Problem logging in to my account

jlayfield — Mon, 23 Sep 2024 09:09:07 GMT

I also can’t log on. Is the site down?

Re: Problem logging in to my account

Michael_D — Mon, 23 Sep 2024 11:20:35 GMT

Hi @jlayfield

Thanks for coming to the community.

Have you been able to login and view your account details through the website and app in the past, or has it always been like this?

Is there a particular part you are trying to access when you see the error?

Michael

Re: Problem logging in to my account

jlayfield — Mon, 23 Sep 2024 15:57:59 GMT

Same on app and website. Was fine a few weeks ago. Just get an error message, saying try again later. Just want to check the account!

Re: Problem logging in to my account

Linzi_H — Tue, 24 Sep 2024 09:29:04 GMT

Thanks for letting us know @jlayfield

It sounds like our team needs to get this double checked and raise the errors you're seeing with our technical support team.

Please contact us so we can help further.

Thanks so much,

Linzi 😊

Re: Problem logging in to my account

SumJ99 — Tue, 22 Oct 2024 19:17:23 GMT

Same! I constantly get this error, been happening for like a month now. When I try to log in sometimes too, it lets me put my username and password into the app then goes straight back to log in screen. It's an awful customer experience. Same happens when trying to log into the website.

Re: Problem logging in to my account

Linzi_H — Wed, 23 Oct 2024 08:56:44 GMT

Hi @SumJ99

I know you'll be eager to get access back to your online account again.

As this is happening with your online account and EE app it's best you contact us directly so our team can help further.

Linzi

Re: Problem logging in to my account

jlayfield — Fri, 25 Oct 2024 15:38:14 GMT

It's been another week and still no joy for me. Can't get on to the app or website.☹️