topic Can’t access my account details via web or app in EE app and website

Can’t access my account details via web or app

_MrR_ — Fri, 18 Oct 2024 07:41:14 GMT

Hi there,

I’ve been unable to see my account on My EE for a few weeks now. I have the correct username and password, it sends the one time password periodically which works but instead of seeing my account, I see an error page saying try later.

I’m posting here rather than calling as I wanted to know if it’s a known bug / issue. If so, I have no urgent need to see my account so can wait it out.

If not, I’ll need to report it.

Thanks

Re: Can’t access my account details via web or app

Chris_S — Fri, 18 Oct 2024 10:20:02 GMT

Hi @_MrR_ I can imagine it's frustrating when you need to get into your account but you're having issues.

I'd recommend uninstalling then reinstalling your app, as that tends to fix a broad range of issues.

Could you let me know how you get on please?

Chris S

Re: Can’t access my account details via web or app

_MrR_ — Fri, 18 Oct 2024 13:54:47 GMT

Hey @Chris_S

Thanks for the reply.

I deleted, re-installed and eventually hit the same error.

Got the same issue if I try to access via a web browser so it’s definitely a ‘me’ problem.

Can you flag it to someone? It’s the same username / email that I use for my portal sign on (assume you can see that)

Many thanks

Re: Can’t access my account details via web or app

Smiffa — Fri, 18 Oct 2024 14:01:02 GMT

Same here; never been able to access my account since switching to EE/BB earlier this year.

Uninstalled app, reinstalled app - no good.
Access via web browser will shunt you on to the (latest updated) EE app with equal non-productive results.

”Seems to be a problem” should read “Communications is our business, unfortunately not our strongpoint!

Re: Can’t access my account details via web or app

User1313 — Sat, 19 Oct 2024 09:04:43 GMT

I have exactly the same problem for 2 months. I called support several times, went to the service center twice. No one could help me. The only thing they told me was "why do you need an account, you can check your SMS balance".😡

Re: Can’t access my account details via web or app

mkcomputing — Sat, 19 Oct 2024 09:38:39 GMT

I have been seeing that message for weeks. I get locked into a login loop that takes me there.

If you look at the reviews of the Android App on the apps store you will see a long string of recent * reviews saying the same thing. It is clealry bust

All you get from EE is a bit of boilerplate tax about making "constant updates", invitations to message EE on Facebook or TwiXter, or to ring support. No acknowledgement that it is clearly bust.

Here's the grim sequence

Two different Android devices. App uninstalled and reinstalled.

EE is in denial.

Re: Can’t access my account details via web or app

User1313 — Sat, 19 Oct 2024 13:51:10 GMT

I have exactly the same problem 😕

Re: Can’t access my account details via web or app

Alex_H — Sun, 20 Oct 2024 10:38:17 GMT

Hi @_MrR_ , @Smiffa, @mkcomputing, @User1313,

I will send you all a PM if you can please check your inbox and respond when you can to help get this investigated.

Alex

Re: Can’t access my account details via web or app

mkcomputing — Sun, 20 Oct 2024 10:46:21 GMT

Recommending that users uninstall and reinstall the app (see above) will do nothing for the seemingly associated problem using a browser on a PC.

To add to the library of fun pictures. here's what happens when I try that:

Firefox and Edge.

Is EE still handing out duff advice and claiming that there is nothing wrong at its end?

What happens when I want to buy some PAYG credit for one of the family phones?

It can see my profile. So I am logged in.

I can also try to sneak up on the appropriate page, via the Basket > Manage Accoint. Then we get that same message.

Re: Can’t access my account details via web or app

mkcomputing — Sun, 20 Oct 2024 11:15:17 GMT

To add to the art gallery this is what I see when I click the link in the text message I receive about the monthly bill:

I get that from here:

A text message on my phone.

Re: Can’t access my account details via web or app

mkcomputing — Mon, 21 Oct 2024 09:20:09 GMT

Details sent via PM. No change yet. But it was the weekend.

There are so many victims of this issue that there really should be a public conversation and explanation here of what is going wrong.

I see that since @_MrR_ started this conversation several more new ones have appeared that could be down to the same thing.

Re: Can’t access my account details via web or app

Laura380 — Mon, 21 Oct 2024 11:49:51 GMT

Has anyone had a solution, I haven’t been able to access my account since uograding

Re: Can’t access my account details via web or app

ValerieR56 — Mon, 21 Oct 2024 12:19:35 GMT

I cannot view my bills or orders since recent purchases & ordering BB. No emails of my new contracts either? Due to get BB end of month. bought new devices as sims and cannot see them on account?

Re: Can’t access my account details via web or app

mkcomputing — Tue, 22 Oct 2024 09:05:16 GMT

Four more today:

https://community.ee.co.uk/t5/EE-app-and-website/Why-don-t-EEs-online-service-ever-work/m-p/1462817#M58988

https://community.ee.co.uk/t5/EE-app-and-website/Log-In/m-p/1462933#M58991

https://community.ee.co.uk/t5/EE-app-and-website/Unable-to-download-invoice/m-p/1462938#M58992

https://community.ee.co.uk/t5/EE-app-and-website/Can-t-access-my-account/m-p/1462942#M58993

But I have been warned off telling them about this conversation. No response so far from EE. So they are left in the dark.

Re: Can’t access my account details via web or app

ValerieR56 — Tue, 22 Oct 2024 12:06:40 GMT

I'm waiting for call back today. All that shown is my SIM only. I've got 4
numbers 2 iPads 2 phones..iPad is new returned Samsung tablet within 14
days. Bill £135 coming Due but no details? No contracts sent for new
devices or Sims. Data control is in breach?

Re: Can’t access my account details via web or app

Ali_A — Tue, 22 Oct 2024 14:48:10 GMT

Hi @ValerieR56

I'll send you private message for more information. Please check your inbox and get back to me when you can.

Thanks

Ali

Re: Can’t access my account details via web or app

mkcomputing — Thu, 24 Oct 2024 18:45:56 GMT

For anyone with this problem. Try again.

It seems to be FIXED

At least, it now works here. I did send my login details to @Alex_H. I heard nothing back from support. So I don't know if it was that message the unstuck my account or if they tinkered with things under the hood. I only know that it is now back to normal.

I can download bills and can check usage of both my accounts.

Thanks to whoever used the rubber hammer to thump the machine.

Re: Can’t access my account details via web or app

Laura380 — Thu, 24 Oct 2024 18:59:38 GMT

Not for me😭

Re: Can’t access my account details via web or app

User1313 — Fri, 25 Oct 2024 04:43:17 GMT

I'm happy for you, but I still can't log into my account😤

Re: Can’t access my account details via web or app

mkcomputing — Sat, 26 Oct 2024 11:49:21 GMT

Have you provided your details to EE's support team?

I did say that it wasn't clear to me if this was a fix at their end or divine intervention by EE support.

I certainly haven't changed anything. All I did was to respond to a PM from @Alex_H asking for my details. I didn't hear any more but things started working.