topic Re: My EE says I am not the account holder in EE app and website

My EE says I am not the account holder

priscilauk — Thu, 21 Jul 2022 03:58:06 GMT

My EE account says I don't have the authority to change things and I should contact the account holder but I am the account holder, please help?

Re: My EE says I am not the account holder

Northerner — Thu, 21 Jul 2022 06:21:47 GMT

Hi @priscilauk

You need to log into your online account then go to Account Settings and change your access from user to bill payer.

Thanks

Re: My EE says I am not the account holder

priscilauk — Fri, 22 Jul 2022 02:38:24 GMT

I still couldn't access the settings

Thanks

Re: My EE says I am not the account holder

Leanne_T — Fri, 22 Jul 2022 06:56:47 GMT

Hi @priscilauk

Thanks for coming back to us.

If you are unable to change the settings, please give us a call on 150 the team will be happy to help get this updated for you.

Leanne 🙂

Re: My EE says I am not the account holder

priscilauk — Thu, 04 Aug 2022 01:13:26 GMT

I am not able to call 150 as I don't speak English... thanks

Re: My EE says I am not the account holder

Christopher_G — Thu, 04 Aug 2022 07:04:32 GMT

You could try the live chat on our get in touch help page, @priscilauk.

Chris

Re: My EE says I am not the account holder

priscilauk — Thu, 04 Aug 2022 07:54:35 GMT

Thank you very much 🙂

Re: My EE says I am not the account holder

RobertInTheFens — Fri, 16 Sep 2022 11:23:15 GMT

I have this problem also. I can't call 150 because I don't have an EE phone. I only have the 5GEE router.

Re: My EE says I am not the account holder

James_B — Fri, 16 Sep 2022 11:25:32 GMT

Hi @RobertInTheFens,

Have you updated your status from user to bill payer in your account settings?

James

Re: My EE says I am not the account holder

RobertInTheFens — Fri, 16 Sep 2022 13:27:12 GMT

How do I do that please?

I can log in to the EE website OK, and go to 'profile' but there is nothing there to change user to owner.

If I go to 'paying your bills' / 'account settings' it says:

"You don't have permission to change these settings.

Please contact the account holder if you need to make any changes."

I am new to EE so I don't know my way around the settings all that well. It could be that I am missing it. I only have the 5GEE router, not an EE phone BTW.

I had other problems: at first I could not register my device. It took an hour on the help chat to get that fixed.

Re: My EE says I am not the account holder

James_B — Fri, 16 Sep 2022 13:55:02 GMT

Hi @RobertInTheFens,

Please go to Account settings > Manage numbers to add yourself as the bill payer.

Hope this helps.

James

Re: My EE says I am not the account holder

kucT001 — Mon, 08 Sep 2025 18:33:07 GMT

i would like to be the account holder

Re: My EE says I am not the account holder

kucT001 — Mon, 08 Sep 2025 18:34:57 GMT

i would like to be the account holder.

Re: My EE says I am not the account holder

Rach_H — Tue, 09 Sep 2025 08:54:11 GMT

Hi @kucT001,

Welcome to the Community!

We want you to have full access to everything you need on your account, and it sounds like things might've not been set up correctly with your online account. If you give our team a quick call then they'll be able to get this sorted for you.

Rach