topic Re: Login to account in EE app and website

Login to account

User1313 — Sat, 12 Oct 2024 11:54:26 GMT

I can't log into my account for the second month. I contacted the service shop twice, called 150, but no one can do anything.

Re: Login to account

Peter_W — Sat, 12 Oct 2024 14:37:59 GMT

Good afternoon @User1313.

Welcome to the EE Community!

Could you please let us know a bit more about what's happening when you try to log into your account?

Also is it the app, browser version, or both that are affected here?

Peter

Re: Login to account

User1313 — Sat, 12 Oct 2024 21:40:33 GMT

Good afternoon @Peter_W ,

Thank you for your message.

I'll try to explain).

After I enter my login and password, the screen says "Sorry, there seems to be a problem, try again." I can't log into my account in either the app or the browser. I called tech support, went to the service center twice. No one could help me. Before that, I had been using the app for two years and everything was fine.

Re: Login to account

Katie_B — Sun, 13 Oct 2024 09:46:02 GMT

Thanks for providing us with more detail of what you are experiencing @User1313.

Are you aware if our technical care team raised a ticket for this?

Speak soon,

Katie

Re: Login to account

User1313 — Sun, 13 Oct 2024 09:50:44 GMT

Yes, thank you @Katie_B !

Re: Login to account

Katie_B — Sun, 13 Oct 2024 09:53:24 GMT

That's great to hear @User1313.

Was a timescale provided?

Katie

Re: Login to account

User1313 — Mon, 28 Oct 2024 16:06:21 GMT

it worked!! I can log into my account.!!!!! Thank you!

Re: Login to account

Leanne_T — Tue, 29 Oct 2024 08:39:48 GMT

Morning @User1313

Thanks for coming back and letting us know.

Really happy to hear this is now sorted for you.

Thanks 🙂

Leanne.

Re: Login to account

Kukiboy74 — Mon, 17 Mar 2025 14:57:56 GMT

The same is happening to me!!

How was it fixed?

Thanks in advance

Re: Login to account

Kukiboy74 — Mon, 17 Mar 2025 15:05:25 GMT

Can't get past here!!

Rang a couple of times but nothings changed

Re: Login to account

Katie_B — Mon, 17 Mar 2025 15:34:38 GMT

Hi @Kukiboy74.

What was advised when you called?

Have you tried deleting the app and re-installing it?

Katie

Re: Login to account

Kukiboy74 — Mon, 17 Mar 2025 15:49:18 GMT

Hi Katie_B

The app:

Cleared cache and data

Uninstalled and restarted phone

Reinstalled App... No different!!

Customer service said something about sending a ticket or something to technical support and wait up to 72 hrs

Still not working

Re: Login to account

Katie_B — Mon, 17 Mar 2025 15:51:07 GMT

Thanks so much for getting back to me @Kukiboy74.

When did the ticket get raised?

Katie

Re: Login to account

Kukiboy74 — Mon, 17 Mar 2025 15:57:13 GMT

Last Thursday

Re: Login to account

Katie_B — Mon, 17 Mar 2025 16:11:38 GMT

I'd recommend giving us a call so our team can look to see if there is any sort of update @Kukiboy74.

Katie

Re: Login to account

Kukiboy74 — Mon, 17 Mar 2025 16:35:25 GMT

Thanks Katie_B

Will do

Re: Login to account

Kukiboy74 — Mon, 17 Mar 2025 17:02:03 GMT

All up and running now after my latest call

Thankyou

Re: Login to account

Katie_B — Mon, 17 Mar 2025 18:30:44 GMT

Thanks for coming back and letting us know @Kukiboy74.

Katie