topic Trying to make a purchase but cannot check out in EE app and website

Trying to make a purchase but cannot check out

seanEB — Sun, 09 Feb 2025 20:41:37 GMT

I've been trying to purchase a new phone and contract but when I click to check out I am returned to the home screen. This is the same on the app and website. When I try to log in I'm told that my account is now closed and when I try to create a new account I'm told that my email is already in the system and I need to log in.

Re: Trying to make a purchase but cannot check out

Christopher_G — Mon, 10 Feb 2025 08:44:08 GMT

Hi @seanEB

Welcome to the community.

If you have a chat with our Customer Support team, they'll be able to check that your EE ID is set up correctly and help you check out online.

Chris

Re: Trying to make a purchase but cannot check out

KennyWW — Mon, 17 Feb 2025 10:57:27 GMT

I'm having the same problem. Everytime I get to select go to checkout I am returned to the upgrade homescreen. Did you get this sorted.

Re: Trying to make a purchase but cannot check out

seanEB — Mon, 17 Feb 2025 11:11:18 GMT

Yes I ended up placing the order over the phone although I had a battle on my hands getting the same offers that were available on line.

Kind regards,

Sean Bloodworth

Re: Trying to make a purchase but cannot check out

KennyWW — Mon, 17 Feb 2025 12:21:10 GMT

Okaydoke, thanks for taking the time to reply.

I've never had this problem before, though I've had issues with being set up with a new line instead of an upgrade and not my F&F Discount not being applied at checkout.

Re: Trying to make a purchase but cannot check out

Jamie962 — Fri, 14 Nov 2025 19:37:01 GMT

i tried to add something to my plan but when I got to practice it it takes me straight to empty basket I have call ee a lot off times but I’m still having some issues