topic Re: Cannot access plan details in EE app and website

Cannot access plan details

CharLiv — Tue, 25 Nov 2025 20:42:43 GMT

I have just logged in on the website and my products and plan details are missing - it’s asking me to link devices - I try linking devices and I keep getting an error after inputting code. I then downloaded the app and tried - same issue. I urgently need to gift data to a family member away from home. I also need to check my bill. Why can I no longer access plan details and manage my account? I have had these devices for several years - I shouldn’t need to re-link.

Re: Cannot access plan details

Leanne_T — Wed, 26 Nov 2025 09:23:05 GMT

Morning @CharLiv

Thanks for coming to the community.

When was the last time you logged into the account? Have you gifted data before?

If you get the same message when using the app and EE account online, I would suggest giving us a call on 150 and the team can help you link the account and make sure you can manage the account.

Thanks.

Leanne.

Re: Cannot access plan details

CharLiv — Wed, 26 Nov 2025 09:43:12 GMT

Hi Leanne

I logged in last week. I’ve gifted data monthly for at least 3yrs..

Thanks

Update - called 150, somehow my profile had been wiped… They updated and solved the issue.

Re: Cannot access plan details

Leanne_T — Wed, 26 Nov 2025 09:45:02 GMT

Thanks for the quick reply @CharLiv

If you're using the same EE ID to log in that you did last week and now getting an error message, please give us a call and the team will help you get this looked into.

Let me know how you get on 🙂

Leanne.