topic Re: EE app not working on iPhone 14. Im a new customer in EE app and website

EE app not working on iPhone 14. Im a new customer

Nick19D — Sat, 05 Oct 2024 11:41:24 GMT

Hello I have downloaded the app & it works the first time but on logging back in I just get a screen that says we need to access your device. The screen never moved on from this prompt & the only option is to delete the app & start again but with same result.

I’d welcome advice. Thanks

Re: EE app not working on iPhone 14. Im a new customer

Northerner — Sat, 05 Oct 2024 12:33:18 GMT

Hi @Nick19D

Can you leave it for a minute or 2 to see if it loads.

Thanks

Re: EE app not working on iPhone 14. Im a new customer

Nick19D — Sat, 05 Oct 2024 12:50:19 GMT

Hello

It’s still trying to load after 5 mins & no success as yet. Welcome any additional suggestions? Thanks

Re: EE app not working on iPhone 14. Im a new customer

Ali_A — Sun, 06 Oct 2024 11:31:48 GMT

Hi @Nick19D

Can you post a screenshot of the initial error message you receive?

Thanks

Ali

Re: EE app not working on iPhone 14. Im a new customer

Weety — Sun, 06 Oct 2024 14:48:32 GMT

https://community.ee.co.uk/t5/EE-app-and-website/EE-App-Loading-Bug/td-p/1451242

seeks to be a thread with others having similar issues

imalso have the issue and have logged an Incident to EE

Re: EE app not working on iPhone 14. Im a new customer

Nick19D — Sun, 06 Oct 2024 16:01:40 GMT

Hi here is a picture of the screen. When I click next I just get the rotating apple circle. Thanks for your help.

Re: EE app not working on iPhone 14. Im a new customer

Hockley — Mon, 07 Oct 2024 06:24:37 GMT

I’m currently having the same issue mate. It’s rather annoying

Re: EE app not working on iPhone 14. Im a new customer

Hockley — Mon, 07 Oct 2024 06:26:02 GMT

Im currently in the same boat lol

Re: EE app not working on iPhone 14. Im a new customer

Peter_W — Mon, 07 Oct 2024 10:18:55 GMT

Thanks for sending that over for us @Nick19D.

Can you please make sure that both your app and iOS version are fully up to date at the moment?

I'm sorry to hear you're struggling as well @Hockley, is it an iPhone 14 you're using as well, and do you see the same screen about permissions?

Peter

Re: EE app not working on iPhone 14. Im a new customer

Hockley — Tue, 08 Oct 2024 03:20:36 GMT

Hello, both my apps and iOS is all up to date, went online the other day to see this is happening to thousands of your customers that have upgraded.

Everything my end is correct and I’m sure that’s the same for everybody else too, it’s just the app not working properly, hope this can be sorted soon.

Re: EE app not working on iPhone 14. Im a new customer

Hockley — Tue, 08 Oct 2024 03:24:27 GMT

And seems to me like everyone is seeing the same thing, the ring of death, I’ve even left mine for 3 hours and still didn’t do it. That’s when you know it’s the app.

Re: EE app not working on iPhone 14. Im a new customer

Peter_W — Tue, 08 Oct 2024 10:12:42 GMT

Thanks for confirming those details, @Hockley.

Are you able to log into the Browser version of your account?

Peter

Re: EE app not working on iPhone 14. Im a new customer

Hockley — Tue, 08 Oct 2024 14:58:28 GMT

Yes everything in the browser works, but unfortunately the app isn’t working properly.

you gotta be able to delete and download it again to be able to use it once then that comes up and your stuck. I’ve been using the browser to check all my bills etc but I would much prefer to use the app like I used to with my old phone.

Re: EE app not working on iPhone 14. Im a new customer

Peter_W — Tue, 08 Oct 2024 15:18:54 GMT

Thanks @Hockley, if the browser version is still working then it sounds like everything is definitely as it should be with the account itself.

If you get in touch with one of our Technical Guides, they can check over if there's anything else that could be affecting you here, then if needs be get this flagged with our support team for further investigation.

Peter