topic Re: Why do I not get the online chat option? in EE app and website

Why do I not get the online chat option?

ClaireO82 — Fri, 27 Jun 2025 14:24:53 GMT

I really need to speak to someone using the online chat but it’s not an option for me? Why is that?

Re: Why do I not get the online chat option?

Northerner — Fri, 27 Jun 2025 14:31:36 GMT

Hi @ClaireO82

EE app - help - message us.

If this is not available then you'll need to call150. Have you searched the forums if it is a general question.

Thanks

Re: Why do I not get the online chat option?

XRaySpeX — Fri, 27 Jun 2025 21:48:55 GMT

As long as you are on a mobile contract, Live Chat will be found under the Help section of the MyEE app.

Re: Why do I not get the online chat option?

ALIMALIK1 — Tue, 14 Oct 2025 13:40:45 GMT

Hii

Re: Why do I not get the online chat option?

Peter_W — Tue, 14 Oct 2025 16:53:30 GMT

Hey there @ALIMALIK1.

Welcome to the EE Community 😊

Our Messaging team are now available exclusively through the Help section of the EE app.

If you aren't seeing this, then I'd recommend updating both your app and the software on your handset too,

Just so you're aware too, it's only for pay monthly mobile customers that this is available right now.

If you're with us for Broadband exclusively, or on Pay as you go, then this won't appear.

Peter

Re: Why do I not get the online chat option?

Margi3 — Thu, 26 Feb 2026 11:13:53 GMT

I have pay monthly and it’s not available for me

Re: Why do I not get the online chat option?

Peter_W — Thu, 26 Feb 2026 13:20:18 GMT

Hey there @Margi3.

As a first port of call I would recommend checking your handset and the EE app are both fully up to date.

We've not been aware of any recent issues with messaging not appearing, so if these don't resolve things I would recommend giving us a call, and we can check everything is as it should be at our end.

Peter