topic Re: EE app won't let me upgrade in EE app and website

EE app won't let me upgrade

Nicolak1 — Wed, 30 Jul 2025 17:57:24 GMT

EE app won't let me upgrade my additional line. Whenever I click on it it takes me to the website and says it can't log me in?! This is the second time it has happened. I have uninstalled, reinstalled, deleted the cache. Not sure what else to do without having to ring someone?

Re: EE app won't let me upgrade

Michael_D — Thu, 31 Jul 2025 07:32:18 GMT

Hi @Nicolak1

Thanks for coming to the community.

Are you able to try to login to the website, without going through the app?

If you see the same, can you try to clear the cookies and cache from your browser, and try another browser or device?

Michael

Re: EE app won't let me upgrade

Nicolak1 — Fri, 01 Aug 2025 08:20:14 GMT

Hi yeah I've done that and it still didn't work.

Re: EE app won't let me upgrade

Ali_A — Fri, 01 Aug 2025 13:54:33 GMT

@Nicolak1

If you're unable to upgrade via the App or the website it may be an issue with your online access profile.

You'd need to call customer service on 150 where a guide can look into the additional line setting on your online account.

While you're with them, they'll also be able to go through your upgrade options and help manually process it through for you.

Ali