topic Re: App in EE app and website

App

Kay-Anja454 — Sun, 31 Aug 2025 15:30:55 GMT

For some reason I am unable to get into my app, to check billing etc. I have rang to notify them, they opened a case for the techno people. One week later had a text to say they have closed the complaint. I still can’t get into there. I have uninstalled the app and installed it twice. Still can’t get on there. Any body got any suggestions please. Tia.

Re: App

Northerner — Sun, 31 Aug 2025 15:43:46 GMT

Hi @Kay-Anja454

What device.

Can you access your online account.

Thanks

Re: App

Kay-Anja454 — Sun, 31 Aug 2025 16:39:44 GMT

I am unable to log on on my, phone, iPad nor the website. Just keeps coming up with oops, there’s a problem try again later.

Re: App

Kay-Anja454 — Sun, 31 Aug 2025 22:47:27 GMT

I cannot access my account at all, either on my phone or iPad. When I do try to log on it just does a loop and I have to start again. I have phoned them even the woman who I spoke to tried and she couldn’t get on either

Thanks

Re: App

Schockwave — Mon, 01 Sep 2025 09:42:33 GMT

@Kay-Anja454 , have you made sure that you have the latest app, which updated this week?

Could you uninstall the app, reboot and reinstall it again? If that does not work, ask EE customer service to do an account refresh and see if that solves it.

Re: App

Kay-Anja454 — Mon, 01 Sep 2025 09:55:28 GMT

I have uninstalled it on phone and iPad. I’ve cleared cache and data, but just does the loop again. I will contact ee again. Thanks for your help guys. Really appreciate it

Re: App

Kay-Anja454 — Thu, 04 Sep 2025 13:47:05 GMT

I spent an hour on the phone to a lovely lady. It is all sorted now. She had to refresh my account. Thankyou everyone for your help. Really appreciate it.

Re: App

Debbie_G — Thu, 04 Sep 2025 16:54:53 GMT

Thank you for getting back in touch and letting us know @Kay-Anja454.

I'm happy to hear you've been able to speak with one of our guides and this has been sorted for you.

Debbie