topic Cannot manage account online or in the app in EE app and website

Cannot manage account online or in the app

babehBackRibs — Sun, 21 Dec 2025 11:42:39 GMT

This has been going on for a week now.

Logging into the app, or onto the website through a browser, I get presented with an error stating there was a problem or that the service isn't working right now.

Yes, I've uninstalled the app and reinstalled

Yes, I've tried different browsers.

I have been in touch with customer services already, who tried to reset my account to no avail, and suggested that because lots of updates were being made to the site, some things might break...which is frankly ridiculous.

Is anyone at EE able to help with this?

Re: Cannot manage account online or in the app

Michael_D — Sun, 21 Dec 2025 14:19:23 GMT

Hi @babehBackRibs

Thanks for coming to the community.

If you are seeing this on the website and the app as soon as you try to login, it does indicate it would be something with your account.

If our guides have tried to reset the account and that hasn't helped, they would normally raise a ticket for this to be looked at further.

I'd recommend giving our tech guides another call so they can check this over again to see if anything was raised and if not, get one raised for investigation.

Michael

Re: Cannot manage account online or in the app

Northerner — Sun, 21 Dec 2025 14:50:48 GMT

Hi @babehBackRibs

Call EE and ask them to delete your online account and then register again.

Thanks

Re: Cannot manage account online or in the app

Daymoalexander — Mon, 22 Dec 2025 08:08:49 GMT

I can’t mirror the issue on the mobile side of the app but I had been having issues accessing the broadband section. Have you called CS on 150 and raised a fault? As suggested in other replies, this seems to be a known issue.

Re: Cannot manage account online or in the app

M8rix007 — Wed, 07 Jan 2026 08:01:08 GMT

I am getting the same for weeks, tried everything the same as you.

Have you managed to resolve this?

TIA

Re: Cannot manage account online or in the app

Peter_W — Wed, 07 Jan 2026 10:30:47 GMT

Thanks for reaching out to us here on the Community, @M8rix007.

There are a range of factors that could be influencing this, and if you've tried some troubleshooting at your end, the next steps would usually be checking how things are set up at our end.

We don't have access to accounts via these forums, but if you give us a call, a member of our team can check this out, and if needs be help get things investigated further.

Peter

Re: Cannot manage account online or in the app

M8rix007 — Sat, 10 Jan 2026 18:32:54 GMT

Gave them a call and after a few pass arounds I was told I would just have to wait till it started working again as many have this issue.

I then get a txt saying incident ID28916515 has been closed???

Still cannot manage account???

Both App and web site.

😞

Anyone got any further with this issue?

TIA

Re: Cannot manage account online or in the app

Daymoalexander — Sat, 10 Jan 2026 18:40:38 GMT

A lot of issues over the last couple of days with the app and website not loading info. They seem to raise a fault request and then close it as there isn’t an immediate fix for the issue.

Re: Cannot manage account online or in the app

M8rix007 — Sun, 11 Jan 2026 15:26:11 GMT

Still the same.

Re: Cannot manage account online or in the app

M8rix007 — Sun, 11 Jan 2026 15:34:16 GMT

Did you get this resolved?

TIA

Re: Cannot manage account online or in the app

M8rix007 — Fri, 23 Jan 2026 14:53:43 GMT

Still cannot manage account for 3 onhs an everytime i contact EE no reolution they sy deleting the account woul cause more issues so i am getting NOWHERE.

Raised 2 tickets which were alot instantly closed???

Is anyone woking on this?

3 months, it's gettimg to be a joke.

Has ANYONE had this resolved????

Re: Cannot manage account online or in the app

Laird0910 — Fri, 23 Jan 2026 15:00:11 GMT

I’m still having this issue 7 months down the line!

ive raised numerous faults and gotten no replies or any updates! Still cannot use the app and the website doesn’t allow me to pay my bills etc..

im getting sick of phoning 150 each month just to pay a bill

Re: Cannot manage account online or in the app

Leanne_T — Sun, 25 Jan 2026 08:30:34 GMT

Hi there @M8rix007 @Laird0910

I'm sorry this has not been resolved for you since you last posted on the community.

I understand you have been in touch and this has not been resolved when you called, if you have not already opened a complaint over the phone, you can fill in the online form and one of the complaints team will get this looked into for you.

Leanne.

Re: Cannot manage account online or in the app

rugbyfish — Sun, 25 Jan 2026 17:01:33 GMT

I have also been having the same issue for over 2 months and phoned 3 times yet still not fixed , just 90 minutes of my life I'll not get reimbursed for. It's still not fixed...

Re: Cannot manage account online or in the app

ZINGERSBOY — Thu, 19 Feb 2026 22:28:43 GMT

Same here. Cannot log in or manage account. Anyone actually got this fixed yet? Just get stuck in death loop off passcode txts.

Re: Cannot manage account online or in the app

Katie_B — Fri, 20 Feb 2026 08:10:06 GMT

Hi @ZINGERSBOY.

Welcome to the EE Community.

Have you tried accessing the EE app this morning?

Katie

Re: Cannot manage account online or in the app

ZINGERSBOY — Fri, 20 Feb 2026 09:20:59 GMT

Yep, same thing. Asks for log in, asks for fingerprint, sends passcode, enter passcode.........asks to log in again. Go to log in on website, log in, go to manage account says not available at this time. Been like it for weeks.

Re: Cannot manage account online or in the app

Katie_B — Fri, 20 Feb 2026 09:54:02 GMT

That's strange @ZINGERSBOY.

Thanks very much for confirming.

I'd recommend giving us a call so our technical care team can investigate further.

Katie