topic Re: Can’t log in to upgrade in EE app and website

Can’t log in to upgrade

AJMills — Sat, 18 Jan 2025 16:35:22 GMT

Here is the problem. When I log in to upgrade my phone in the app it takes me to the website and then says it can’t log me in properly. If I check in my account I am logged in but a yellow banner appears at the top saying i cannot be logged in but I can still upgrade. Two tabs appear one saying upgrade and one saying add a new device. The upgrade tab is not active and therefore cannot be accessed, the other tab works but this isn’t what I want to do. I have tried this on other devices and on other web browsers but the result is the same. I am being prevented from upgrading my phone as the tab to upgrade is not activated. Please advise.

Re: Can’t log in to upgrade

Northerner — Sat, 18 Jan 2025 16:47:38 GMT

Hi @AJMills

Are you eligible to upgrade. Text UP to 150.

Thanks

Re: Can’t log in to upgrade

AJMills — Sat, 18 Jan 2025 19:25:37 GMT

Yes I am

Re: Can’t log in to upgrade

Leanne_T — Sun, 19 Jan 2025 08:52:20 GMT

Hi there @AJMills

Thanks for coming to the community,

If this is the same on multiple browsers we would need to get the account looked into. To do this, please call us on 150 and the team can check everything is showing correctly set up at our end and help you get this sorted 🙂

Thanks.

Leanne.

Re: Can’t log in to upgrade

Bgm71 — Thu, 19 Jun 2025 16:15:07 GMT

Have the exact same issue.

Re: Can’t log in to upgrade

Rach_H — Fri, 20 Jun 2025 07:25:11 GMT

Hi @Bgm71,

Welcome to the Community!

I'm so sorry to hear you'e having these issues. Have you tried using another browser or clearing your cookies and cache to see if this helps?

Rach

Re: Can’t log in to upgrade

Spindleshanks — Wed, 24 Sep 2025 16:49:19 GMT

I’m also having this issue and have used the contact us form 3 days ago with normal response. Even after clearing cache and browser history and other browsers

Re: Can’t log in to upgrade

Katie_B — Wed, 24 Sep 2025 17:08:24 GMT

Hello @Spindleshanks.

Thanks for coming here and letting us know you are experiencing this.

I'm sorry to hear this has still not been resolved.

As you have already tried other browsers and clearing cache and cookies I'd recommend giving us a call.

Our customer care team will reset your account, if this does not fix the issue they can then escalate this further.

Speak soon,

Katie