topic Re: Can someone help me fix my account and app? in EE app and website

Can someone help me fix my account and app?

Jurmala81 — Tue, 27 May 2025 00:57:53 GMT

Good day.

Already a couple of months I got problems in website and app.

I cannot log in into the EE app, I always get this error : “Sorry, there seems to be a problem...”
When I try to go next step from basket to payment, I always get: 404 Not Found (nginx)
When I log in into web account : Sorry, something went wrong on our end We’re working to fix this. Please try again later.
When I try to click on deals - where I have to ''login'' although I am already logged in, I get this : Unfortunately, we couldn't log you in, but you can still buy or upgrade - just choose what you want to do.

Basically, I am unable to do anything or buy or view correctly.

Can someone help me ?

Re: Can someone help me fix my account and app?

Ritu_D — Tue, 27 May 2025 07:48:15 GMT

Good morning @Jurmala81

Welcome to the community.

I am sorry to hear you are experiencing these issues, have you been able to access your account previously?

Have you tried clearing your cookies and cache?

Could you check the My EE app is on the latest software too please.

If neither of those options work, I would suggest giving us a call contacted Customer Care team

One of our guides will be able to check everything has been set up correctly so you can access your account online and via the App.

Thanks

Ritu

Re: Can someone help me fix my account and app?

Jurmala81 — Tue, 27 May 2025 09:17:37 GMT

Good morning.

Yes of course I've tried to clean cache - reinstall , use different devices - all same .

I am EE broadband user at the moment.

I was never able to login into app (EE)

I can login into website account but it always gave me errors listed.

Thank you

Re: Can someone help me fix my account and app?

Ritu_D — Tue, 27 May 2025 09:24:56 GMT

Thanks for coming back so quickly @Jurmala81 and confirming what you have tried so far.

I would definitely recommend to get in touch Contact BT | Call us or chat online | BT Help and see if one of our guides can find a resolution for you.

Ritu