topic Re: Re: Cannot log into my EE account in EE app and website

Re: Cannot log into my EE account

Rhianna2001 — Wed, 16 Jul 2025 14:13:59 GMT

Hi, i am having the same issue.

I have tried logging into the ee app on my iphone, laptop, friends phone.
I have tried logging in online on all those things, and each time i get an error message, saying 'sorry we cannot complete this right now' or 'were unable to retreive ur account details'

I have experienced this for about 9 months, and i have tried ringing EE but they just said they are working on this issue for a lot of people.

I cant log in to see my billings or anything!

Does anyone know what i can do or if they have fixed them themselves since EE are doing nothing to help?

Re: Re: Cannot log into my EE account

Leanne_T — Wed, 16 Jul 2025 15:38:01 GMT

Hi there @Rhianna2001

Thanks for coming to the community.

How long ago did you last speak to our tech guides to report this error message?

Do you get the error message as soon as you log into your EE account?

Leanne.

Re: Re: Cannot log into my EE account

Rhianna2001 — Wed, 16 Jul 2025 17:50:39 GMT

I spoke to them a couple weeks ago on the phone

yes, i log in, it asks me to create a pin everytime, and then it refreshes and comes up with that message.

Re: Re: Cannot log into my EE account

Linzi_H — Thu, 17 Jul 2025 07:19:49 GMT

Thanks for letting us know @Rhianna2001

I'm so sorry you've not had any updates on this yet, and I know you'll be eager to manage your services online successfully.

I think the best thing is to get back in touch with the team for an update. You'll be able to open a complaint with the Guide you speak with, and escalate this to a Team Leader if needed.

Linzi