topic Re: 2 factor and passkey options missing from my account in EE app and website

2 factor and passkey options missing from my account

Travelstar — Fri, 28 Mar 2025 11:33:06 GMT

I see that EE now offers both 2 factor authentication and passkeys, however I cannot see this being actually offered on my account. Does anyone know if this is progressively being rolled out, or is there a hidden mention outside of the profile/security where I can set this up?

I've found the guidance help pages, but in the security menu, there is only an option to change my password.

If anyone has a tip, please do let me know as keen to use 2FA for everything if possible.

Re: 2 factor and passkey options missing from my account

Chris_B — Fri, 28 Mar 2025 13:40:49 GMT

@Travelstar If your doing this via the EE app click the person icon top right then click settings ad permissions and you should see all this right there.

Re: 2 factor and passkey options missing from my account

Travelstar — Fri, 28 Mar 2025 16:45:17 GMT

It does not show sadly. I can only change my password. 2FA via a OTP is not an option.

Re: 2 factor and passkey options missing from my account

Peter_W — Sat, 29 Mar 2025 08:56:15 GMT

Hey there @Travelstar!
Welcome to the Community!
I've had a check of my app and can definitely find Passkeys using the options @Chris_B mentioned here.

It should be under Login & Security from the settings page, then at the bottom of the screen.

If you're still not seeing this then it's worth checking your app for updates, and possibly giving this a reinstall too.

Peter

Re: 2 factor and passkey options missing from my account

Schockwave — Sat, 29 Mar 2025 12:23:41 GMT

I also found it that way under login and security!

@Travelstar Do you have the latest app software, as it is there?

Re: 2 factor and passkey options missing from my account

Travelstar — Tue, 01 Apr 2025 15:34:54 GMT

I've deleted the app and reinstalled it.

Cannot find it at all under my profile in either Settings and Permissions or Personal Details. I don't have a specific 'Login and Security' section as such in the app, despite deleting the app and going back in.

Mind you, I can't access any of the broadband areas of the website when logged in or via the app on my mobile. If I track any upcoming orders (I have one), I just get an error message. Sadly customer service have not been able to help me.

Any suggestion on how to fix? I did speak to customer services yesterday for an hour, but got absolutely nowhere. Is there a specific team who deals with the website and app so I can direct my queries there?

Re: 2 factor and passkey options missing from my account

code_ — Tue, 01 Apr 2025 15:42:04 GMT

Hiya, Have you tried seeing if your device supports passkey functionality?

Re: 2 factor and passkey options missing from my account

Travelstar — Thu, 03 Apr 2025 08:20:19 GMT

After a couple of hours on the phone with various EE first line, second line etc, it seems that my surname is 'too long' which apparently is a known issue.

They had to make a new profile, rename me by putting part of surname in first name, merge my profiles using two email addresses and then take it from there.

The problem is solved, but it really should not be this way.

The other thing I have found out is that the OTPs are generated by text, and not by a code. Here I was thinking it was 2025 and that SMS OTPs were effectively dead as we all know how bad security it with them...