topic Re: EE app says profile doesnt match when trying to login in EE app and website

EE app says profile doesnt match when trying to login

Wells695 — Thu, 06 Mar 2025 11:29:59 GMT

Re: EE app says profile doesnt match when trying to login

Schockwave — Thu, 06 Mar 2025 11:35:37 GMT

Hello @Wells695 ,

Welcome to the community,

I would suggest you speak to customer service if you cannot log in.

Have you used the same email and password as the one EE have on their records?

Re: EE app says profile doesnt match when trying to login

Wells695 — Thu, 06 Mar 2025 11:50:19 GMT

Thanks for replying.

I have rang customer support twice and told to wait 10 days each time then try again. No joy!

Only have 1 main email address.

Just wondered if there was anything I could do at this end?

Re: EE app says profile doesnt match when trying to login

Schockwave — Thu, 06 Mar 2025 11:53:45 GMT

@Wells695 Have they reset your account so that you can try and log in afresh?

Re: EE app says profile doesnt match when trying to login

Wells695 — Thu, 06 Mar 2025 12:00:13 GMT

That's what they told me they would do but when I log back in nothing has changed and when I try and link my broadband to my account it says the profiles don't match.

It's obviously getting accounts mixed up. I had a phone contract many years ago.

Re: EE app says profile doesnt match when trying to login

Leanne_T — Thu, 06 Mar 2025 14:12:53 GMT

Hi there @Wells695

Thanks for coming to the community.

You've done the right thing getting in touch with our technical support guides as this would need to be looked into at our end for you.

I would advise getting back in touch and team can see what is needed next as this is not resolved since you last got in touch.

Let us know how you get on.

Leanne.

Re: EE app says profile doesnt match when trying to login

Wells695 — Thu, 06 Mar 2025 14:20:07 GMT

Will do,

Thanks

Re: EE app says profile doesnt match when trying to login

Leanne_T — Thu, 06 Mar 2025 14:29:12 GMT

No problem @Wells695

Let us know how you get on 🙂

Leanne.