topic Re: Can’t see my bill on the app and website in EE app and website

Can’t see my bill on the app and website

Profile closed — Wed, 17 Dec 2025 07:39:33 GMT

Hi,

I can’t login in my app and if I login in the website I get a message that the service isn’t working.

I made an upfront payment on my bill and I can’t see if payment was received and if I’m in credit.

if I text balance or bill on 150 that payment isn’t showing up.

I can’t talk on the phone as I got language barrier.

There are any ways to see if that payment went through in my account?

There are other people that has my same issue on login in their account? Or it’s just me?

Has someone an idea when they will fixed that issue?

thank you

Re: Can’t see my bill on the app and website

Chris_B — Wed, 17 Dec 2025 08:18:23 GMT

@Profile closed as you receive that message when you log into your account you need to speak to customer support and request that they reset your account.

Re: Can’t see my bill on the app and website

Ritu_D — Wed, 17 Dec 2025 09:33:34 GMT

Good morning @Profile closed

Thanks for reaching out here on the community.

I am sorry to hear you are having these issues.

As the payment is not showing up when you text bill to 150, I would recommend checking in with your bank too.

The best way to confirm the payment and get your online account working again would be to Contact one of our guides as Chris B mentioned.

Thanks

Ritu

Re: Can’t see my bill on the app and website

Profile closed — Wed, 17 Dec 2025 15:14:17 GMT

Hi at last I made a call and they told that they are having an issue that will be fixed in around 24 hours.

I hope so

Re: Can’t see my bill on the app and website

Profile closed — Thu, 18 Dec 2025 10:54:38 GMT

Does anyone got fresh and new information about app and website issues?

thank you

Re: Can’t see my bill on the app and website

Schockwave — Thu, 18 Dec 2025 11:06:23 GMT

@Profile closed , what is your problem?

If you are having problems logging in both via the website and the app, I would recommend ringing customer service by pressing option 2 and speaking to customer service to do an account refresh, this should sort things out.

Re: Can’t see my bill on the app and website

Profile closed — Thu, 18 Dec 2025 11:26:05 GMT

I already did thank you.

they got issues with app and website but they don’t know when it will be fixed

I just want know if someone has different information or get that solved

Re: Can’t see my bill on the app and website

Schockwave — Thu, 18 Dec 2025 11:29:27 GMT

@Profile closed , thank you for letting me know, it looks like there are others having the same problem, which will need to be investigated before it is resolved, as to why you and others are having these issues.

Re: Can’t see my bill on the app and website

Profile closed — Thu, 18 Dec 2025 12:01:05 GMT

Yes the lady on the phone told me it affects some people and not all customers.

She doesn’t know when it will be fixed and her suggestion was just “keep trying” 😞

Re: Can’t see my bill on the app and website

Profile closed — Thu, 18 Dec 2025 12:17:06 GMT

I had been 3 days that I’m looking to sort that,

I tried to get info from ee, from that community group, from er facebook, from twitter and I didn’t find any useful answers.

It’s nor my intention to offend anyone but I’m expecting to find more properly answers and more knowledge if I ask for help.

The live chat is just on the app, if you ring 150 they can’t tell anything new, if you looking on internet it just suggests you to clear the cache or uninstall the app and install again.

Ee website keeps telling you to download the app for a better result.

I just miss to put my phone in the washing machine for clear it better and I’m done.

Re: Can’t see my bill on the app and website

Peter_W — Thu, 18 Dec 2025 13:53:26 GMT

Hey there @Profile closed.

With account based issues, there can be a number of different factors influencing this, and not all customers will necessarily be facing identical issues.

When you contact our team we'll run some general troubleshooting, and check this against any reported issues under investigation.

If these match we'll log the example and continue to investigate, or if it's unique we would raise a ticket for further investigation with our support teams.

I can appreciate it'll feel frustrating if nothing specific has been done when you contacted us, but that doesn't mean it's not under investigation for resolution moving forwards.

Peter

Re: Can’t see my bill on the app and website

Profile closed — Mon, 22 Dec 2025 04:23:06 GMT

It’s not just you, many people have that issue.

Called 3 times in the last few days and I had no solution, just wait and keep trying.

I have been ee customer for 14 years and had no problem before but that situation now makes me really frustrated and disappointed.

Especially if you can’t find help online, no live chat, no communication on the ee website, no help on twitter or on this community.
Everyone keeps saying to call 150.

But even when you call no help at all.

Re: Can’t see my bill on the app and website

Profile closed — Sat, 27 Dec 2025 18:52:59 GMT

This was my post on 17 December:
Hi,

I can’t login in my app and if I login in the website I get a message that the service isn’t working.

Today is 27 December, 10 days after and I still can’t login and can’t see my bill or doing anything.

I rang 3 times, spoke with many operators but nothing.

I still have no answer, no solution no

app and no website.

How lang I need wait?

Re: Can’t see my bill on the app and website

Ali_A — Sun, 28 Dec 2025 13:12:39 GMT

Hi @Profile closed

As you have reported the issues with your online account, the technical team will be working on your ticket to have it working again as quickly as possible. If you'd like an update on your ticket please call 150.

In the mean time, when you called Customer Service, did they confirm if your payment was received?

Ali

Re: Can’t see my bill on the app and website

Profile closed — Sat, 17 Jan 2026 17:20:38 GMT

Hi I already called many times and no solution at all.

And sorry I don’t understand why your comment is a solution for me