topic Re: linking new device in EE app and website

linking new device

ab183629 — Mon, 21 Apr 2025 20:29:00 GMT

needed to renew my re plan for data and tried to get into my account and link my new phone on my new device. been trying for days with no luck saying my informations wrong when it’s clearly not!! any help?

Re: linking new device

Alex_H — Tue, 22 Apr 2025 07:31:57 GMT

Hi @ab183629,

Welcome to the EE Community

Just for clarification this is when you login to your online account on the app or website and click the link a product button and enter your new number?

What is the full message that you are getting?

Alex

Re: linking new device

ab183629 — Thu, 24 Apr 2025 10:38:09 GMT

hi! it’s not a new number but a new phone liked with my old number on my new device with the same ee sim. after trying to link my new device it says my details are incorrect. went into store but disappointed as i left as they said they can only change this buy doing it over the phone

Re: linking new device

ab183629 — Thu, 24 Apr 2025 10:38:37 GMT

this is also on the app!

Re: linking new device

Rach_H — Thu, 24 Apr 2025 12:45:36 GMT

Thanks for letting us know @ab183629. Is your plan showing the wrong details, or just the wrong device?

Rach

Re: linking new device

ab183629 — Thu, 24 Apr 2025 16:34:35 GMT

no i try to login to my re account to show my plan and it just says my information is wrong

Re: linking new device

Linzi_H — Fri, 25 Apr 2025 09:14:18 GMT

The best thing to do if the information isn't correct @ab183629 is to call our team directly. From there, they'll be able to review your online account setup and make any changes needed.

Linzi