topic Re: Two Factor authentication in EE app and website

Two Factor authentication

Maira2 — Thu, 02 Jan 2025 15:54:39 GMT

I enabled Two Factor authentication on my account and now I cannot log in!

Re: Two Factor authentication

Christopher_G — Thu, 02 Jan 2025 18:05:31 GMT

Hi @Maira2

Welcome to the community.

What happens when you try to log in? Is it your EE Online account that you're having problems with?

Chris

Re: Two Factor authentication

Maira2 — Fri, 03 Jan 2025 14:52:48 GMT

Yes, I’m looking so at changing my plan but I cannot log in

Re: Two Factor authentication

Christopher_G — Fri, 03 Jan 2025 15:13:51 GMT

Thanks, @Maira2

Do you get any error messages? Are you able to reset the password?

Chris

Re: Two Factor authentication

Maira2 — Fri, 03 Jan 2025 15:59:33 GMT

Thanks for replying. No I don’t get an error message, it just says they couldn’t log me in. It says I can still buy or upgrade but it won’t let click on The shop for upgrade button. I’m trying to ring EE but can’t get through

Re: Two Factor authentication

Christopher_G — Fri, 03 Jan 2025 17:32:39 GMT

Could you try logging in on a different device or browser please, @Maira2?

If the same thing happens, I recommend speaking with our Customer Care team.

Chris

Re: Two Factor authentication

Maira2 — Fri, 03 Jan 2025 18:54:19 GMT

Hi Chris,

I’ve tried logging in on my iPad and PC but same message 🙁 I’ll just have to persevere on the phone. I have tried numerous times, once was on hold for 30mins only to be cut off!
Thanks for taking the time to reply

Re: Two Factor authentication

Christopher_G — Fri, 03 Jan 2025 18:55:22 GMT

Fingers crossed they get it sorted for you, once you get through to speak to someone, @Maira2

Let me know how you get on.

Chris

Re: Two Factor authentication

SKYSCRAPER70 — Mon, 13 Jan 2025 18:05:51 GMT

I have no idea how I came to have two factor authentication which is enabled.??would like this cancelled....

Re: Two Factor authentication

Katie_B — Tue, 14 Jan 2025 13:05:52 GMT

Hi @SKYSCRAPER70.

Once 2FA has been set up on your account, you won't be able to remove it.

Katie

Re: Two Factor authentication

jncee — Tue, 11 Feb 2025 18:22:14 GMT

That's useful to know -- I have no mobile signal so cannot use 2FA with laptop dongle/SIM - unless someone can suggest a way of doing so (my 2FA mobile is not EE....annoyingly the EE dongle does get a signal!)

Re: Two Factor authentication

Ali_A — Wed, 12 Feb 2025 08:25:02 GMT

@jncee

Can you temporarily pop your EE SIM out of your dongle and into the mobile phone to receive the SMS?

This should work if your mobile device is unlocked to use any SIM.

Ali

Re: Two Factor authentication

jncee — Wed, 12 Feb 2025 08:56:02 GMT

Thanks. A bit of a faff.

Re: Two Factor authentication

jillmartyn — Sat, 22 Mar 2025 09:10:21 GMT

I would like to disable or remove my 2 step authentication is it possible to do?

Re: Two Factor authentication

Lesley_W — Sat, 22 Mar 2025 12:06:25 GMT

Hi @jillmartyn

Once Two Factor authentication has been enabled, you cannot turn it off.

Lesley