topic Re: Link account in EE app and website

Link account

sarahjayne4 — Sat, 19 Apr 2025 11:10:20 GMT

Won't allow me to link my sim to my ee id says that my details don't match my billing information what do I need to do

Re: Link account

Schockwave — Sat, 19 Apr 2025 11:42:50 GMT

Hello @sarahjayne4 ,

Welcome to the community,

I would suggest ringing customer services to discuss this.

Are you sure you are logging in with the same details as EE have on your billing account?

Re: Link account

sarahjayne4 — Sat, 19 Apr 2025 11:44:58 GMT

Yh I have im on holiday atm so I'll have to ring and speak to them when I get back

Re: Link account

Schockwave — Sat, 19 Apr 2025 11:47:01 GMT

@sarahjayne4 , if you are abroad then that is why it may not work, so would wait until you get back and it may then work.

Re: Link account

sarahjayne4 — Sat, 19 Apr 2025 12:54:05 GMT

Re: Link account

bristolian — Sat, 19 Apr 2025 13:05:08 GMT

@Schockwave wrote:

@sarahjayne4 , if you are abroad then that is why it may not work, so would wait until you get back and it may then work.

I'm a little sceptical of this - it's only the core network that needs to know "in real time" that you aren't in the UK (for routing purposes) - it doesn't have any impact on the billing platform.

I'd be wondering whether there's been any recent change to your billing setup, that may have upset the myEE app.

I would assume adding the line may require an OTP, can you receive text messages OK?

Re: Link account

sarahjayne4 — Sat, 19 Apr 2025 13:47:06 GMT

Yea i can recieve texts and im not abroad I'm in Wales