topic Re: Can't link phone at all / Live chat gone in EE app and website

Can't link phone at all / Live chat gone

Fiveskin — Thu, 25 Dec 2025 19:46:59 GMT

Hello,

I've been trying to pay my bill for the past 2 months but the EE app after about 3+ years has randomly unlinked my phone. Now whenever I try to link it, it just says error and try again when they've fixed it.

Also, I have horrible anxiety and can't make phone calls, the text live chat was my only way of contact, there doesn't even seem to be an email address I can message for help now. So I can't even talk to someone for help.

Please can I have access to some live chat service or have my account fixed. Thank you.

Re: Can't link phone at all / Live chat gone

Schockwave — Thu, 25 Dec 2025 20:31:19 GMT

Hello @Fiveskin ,

Welcome to the community,

This is a public forum which does not have access to your account and do not know who you are. The live chat is where you click on help, so long as you have the latest app, but I suspect you will have to speak to customer service. If you have not paid your bill for the last two months, it could mean that your account has been suspended.

You can actually pay here:

https://ee.co.uk/bills-payments/mobile/fast-payment

Not sure though if you are late paying whether that will work if your SIM card has been cancelled due to late payment.

Re: Can't link phone at all / Live chat gone

Michael_D — Fri, 26 Dec 2025 10:33:56 GMT

Hi @Fiveskin

Welcome to the community.

The link that @Schockwave has shared will be a great way for you to make the payment without logging in. You just need your card details and mobile number.

If you haven't already, it is worth trying to uninstall and reinstall the app to see if that lets you get any further.

If it doesn't and you still get the error to say it is not linked, and you can't link it yourself, it would need to be something that our tech guides would look at, but that would only be over the phone if you aren't able to access the app to get to the chat options.

Michael