topic Re: My ee app not working for the last 2 weeks in EE app and website

My ee app not working for the last 2 weeks

91459145 — Mon, 30 Dec 2024 16:10:25 GMT

Re: My ee app not working for the last 2 weeks

Chris_B — Mon, 30 Dec 2024 16:23:08 GMT

@91459145 A the app up to date ? Have you tried clearing the device history and cookies?

Re: My ee app not working for the last 2 weeks

Northerner — Mon, 30 Dec 2024 17:02:36 GMT

Hi @91459145

What device.

Thanks

Re: My ee app not working for the last 2 weeks

91459145 — Thu, 02 Jan 2025 15:08:02 GMT

Yes all done and removed app and reinstall

Re: My ee app not working for the last 2 weeks

91459145 — Thu, 02 Jan 2025 15:10:12 GMT

Samsung s22 plus 5g

Re: My ee app not working for the last 2 weeks

Matt_124 — Thu, 02 Jan 2025 15:25:06 GMT

Is it giving an error message or what issue is it you are having with the app?

Re: My ee app not working for the last 2 weeks

91459145 — Thu, 02 Jan 2025 15:27:10 GMT

Account closed but both accounts open

Re: My ee app not working for the last 2 weeks

Matt_124 — Thu, 02 Jan 2025 15:32:14 GMT

Thanks for the context, it really helps all of us in the community to understand your issue more and give you better advice.

Your app is technically working, but your EE ID Profile is not as your accounts may not be correctly linked. This is something EE would have to resolve for you by getting in touch with them (150 from your mobile) as they can find the correct accounts and see if they can remove any closed accounts from your profile so you can get access to your billing.

Re: My ee app not working for the last 2 weeks

91459145 — Thu, 02 Jan 2025 15:36:58 GMT

Done that too linked both accounts said it would be fixed by the 15th December still waiting

Re: My ee app not working for the last 2 weeks

Matt_124 — Thu, 02 Jan 2025 15:53:38 GMT

I'm afraid they're the only people that can resolve this for you.

If they can check and see if there are any closed accounts with no products sitting on your profile and remove these, this should then stop you seeing this message and hopefully allow you access.