topic Re: App in EE app and website

App

Kayer — Mon, 27 Jan 2025 16:04:54 GMT

When i try and log in it keeps saying unfortunately we can't log u in .My daughter wants to upgrade her phone

Re: App

Linzi_H — Mon, 27 Jan 2025 18:13:52 GMT

Hi @Kayer

Welcome to the community.

Are you getting this error on the EE app and your main online account?

Have you tried resetting your password?

Linzi

Re: App

Kayer — Mon, 27 Jan 2025 18:25:49 GMT

Yes

Re: App

Linzi_H — Mon, 27 Jan 2025 18:29:12 GMT

Thanks for letting me know you've tried this already @Kayer

Have you also tried using a different device or web browser?

What happens if you try to register for an account? Do you still see that same error message?

Linzi

Re: App

Kayer — Mon, 27 Jan 2025 18:35:00 GMT

Just the same

Re: App

Linzi_H — Mon, 27 Jan 2025 18:38:12 GMT

I'm honestly not too sure why this error seems to be showing, even after trying all of these steps @Kayer

I would suggest calling directly and one of our Customer Service Guides will be able to help further and make sure you have access to your online account again.

Linzi 😊

Re: App

Northerner — Mon, 27 Jan 2025 18:51:19 GMT

Hi @Kayer

What device do you have?

Are you connected to WiFi or EE mobile network.

Thanks

Re: App

Kayer — Mon, 27 Jan 2025 18:56:54 GMT

Samsung galaxy s24 ultra

Re: App

Chris_B — Mon, 27 Jan 2025 20:31:17 GMT

@Kayer you need to call customer support and request an account reset. When was the last time he was able to login into your account via the app or online ? Accounts have been offline twice this year for maintenance and it’s this that can cause this issue. A reset is the only way around it.