topic Re: Can’t link number to account in EE app and website

Can’t link number to account

PaulineJas — Wed, 25 Sep 2024 11:45:01 GMT

I made a new ee account to link my number to it as I’ve forgotten the email and password to my ee account but every time I click on link phone it take me to a support page and not to a page to actually link it? Do I need to call someone to change it or is it just broken?

Re: Can’t link number to account

PaulineJas — Wed, 25 Sep 2024 11:43:18 GMT

thank you

Re: Can’t link number to account

Alex_H — Wed, 25 Sep 2024 15:33:36 GMT

Hi @PaulineJas,

Welcome to the EE Community

Sorry to hear you are having an issue with your EE ID and linking your products. So at the moment the account has no products linked, is that right?

So when you login to the website, there should be a Link device button right along the top, when you click that it will take you to a page to select Mobile or Broadband Choose journey | EE then once selected you enter the mobile number or account number you are wanting to link.

At what point is it taking you to a help page and have you been able to try doing it through a different browser at all?

If you can get to that point to enter your mobile number you should be able to try and link it, but if the account is still linked to your previous e-mail you would need to contact one of our guides on 150 to get the accounts merged.

Alex