topic Re: App login not working in EE app and website

Re: App login not working

bluescrn2 — Wed, 06 Aug 2025 13:43:09 GMT

Having severe account woes here too, and not for the first time 😞

This time, after not logging in for a long time (couple of years?), my account seemingly disappeared. Couldn't log in. Error messages when I tried to reset the password (just in case, but pretty sure I had the correct details). Tried email-reverification after seeing some mention of that, but never got the mail from that. Tried these things in the app, and in a browser on PC.

Didn't get anywhere with phone support. Was passed to a 2nd person who pretty much hung up on me, could barely make out what he was saying but sounded like they were having tech issues of their own 😞

Then tried creating a new account, and it let me (with the same email address) Seemed to be going OK - but tried linking my mobile to it, but now it's just broken, and the 'Mobile and SIMS' section in the app just gives a 'we can't load this right now' error. So I can log in, but the fresh account is useless as it's not linked to my phone.

Re: Re: App login not working

Leanne_T — Wed, 06 Aug 2025 15:50:31 GMT

Hi @bluescrn2

Thanks for coming to the community.

To check the account is linked correctly, so you can fully access your account without seeing the error message, please try calling us again. The team will be happy to help and see what is needed to get this sorted.

Please let me know how you get on.

Leanne.

Re: Re: App login not working

Schockwave — Thu, 07 Aug 2025 09:59:06 GMT

@bluescrn2 , have you made sure that you have the latest version of the app? I would suggest uninstalling it, rebooting your device and then downloading it again, should then work.

You may need to request an account refresh from customer service.

Re: Re: App login not working

bluescrn2 — Thu, 07 Aug 2025 11:09:13 GMT

Definitely wasn't just an app problem, as I'd tried both in the app and in the browser on PC.

But just tried it again this morning, and it appears to be working now. Hooray!

No idea if something was just down yesterday when I tried linking the phone to a fresh account, or if somebody's dealt with it in response to this post or yesterday's calls. If so, thank you!

Still no idea why the old account seemingly vanished, but it's sorted now anyway.

Re: Re: App login not working

Schockwave — Thu, 07 Aug 2025 11:12:26 GMT

@bluescrn2 glad it is working for you once again, thank you for letting us know.

Re: Re: App login not working

Leanne_T — Thu, 07 Aug 2025 11:27:06 GMT

Thanks for coming back and letting us know @bluescrn2

Really happy this is all up and running for you and come back to the community anytime 🙂

Leanne.

Re: Re: App login not working

Kamran_javed — Fri, 08 Aug 2025 20:15:58 GMT

You are not the only one . I can’t login to the app and browser and spoken to customer service. Long story short They can’t fix it so don’t waste your 30 minutes and explaining them the issue.
I have tried everything but no luck. So just relax that’s EE technical issue which I assume they already know and can’t manage to fix it. Good Luck👍🏼

Re: Re: App login not working

Schockwave — Sat, 09 Aug 2025 14:10:19 GMT

Hello @Kamran_javed ,

Welcome to the community,

Have you asked customer service to do an account refresh/ That usually solves the problem, then try logging in again, also make sure that you have the latest software, as the app has been updated lately.