topic Re: App not working? in EE app and website

App not working?

Clairefmenoza — Tue, 13 Jan 2026 23:06:44 GMT

First time EE user here. I can’t access my bill because my app isn’t working. Keeps saying “something went wrong”? Still yet to verify my account!

Re: App not working?

Linzi_H — Wed, 14 Jan 2026 08:29:45 GMT

Hi @Clairefmenoza

Welcome to the Community.

I'm disappointed to hear the EE app isn't working as expected for you.
If you haven't already, please try deleting and then reinstalling the app, and ensure that the device you're using is fully up to date with the latest software updates.

I'd also suggest trying to log into your main online account to see if this is working OK. If you find the same issues happening, then please call our team, as they can check everything over and make sure your online access has been set up correctly.

Linzi

Re: App not working?

gilelvgren — Wed, 14 Jan 2026 08:55:29 GMT

I have the same problem with the app and online, it's been going on for weeks. I can get as far as my profile online but when I click on manage I just get "This service isn't working right now". I can't manage my account on the mobile app nor online via a pc. Rang EE last week and yesterday and have been advised this is an ongoing problem they are trying to fix. As I almost ran out of data because I haven't been able to check usage for weeks EE have topped up my data.

Re: App not working?

gilelvgren — Wed, 14 Jan 2026 09:03:06 GMT

Re: App not working?

Linzi_H — Wed, 14 Jan 2026 09:07:34 GMT

Hi @gilelvgren

I'm pleased to hear that you've reported this to our team so they can work on getting your online access sorted out. It's also great that the team has been able to help with your data until this is resolved. As you're unable to check your remaining allowances online currently, you can always use our text service as detailed here 👉 Check my mobile balance

Linzi

Re: App not working?

Lorgray — Thu, 29 Jan 2026 15:43:16 GMT

I also have the same problem, as do many others from what I can see! I've deleted and reinstalled the app, and it's not made any difference, this has been ongoing for a few months now. When I login to my online account it says the service isn't working right now and to down load the app!! It seems ridiculous that people can't access their accounts and see their phone bills etc. If there is no word soon of this being rectifed I will be moving to another provider as I don't think this service is acceptable.

Re: App not working?

Linzi_H — Thu, 29 Jan 2026 17:27:30 GMT

Hi @Lorgray

I'm sorry this has been ongoing for a few months now, and I know you'll be eager to get this resolved.

As it's the EE app and your main online account, our team would need to look at your online access to review exactly what's happening. If you haven't already, please give the team a call so they can help get this sorted.

Linzi

Re: App not working?

Stinson108 — Thu, 29 Jan 2026 18:14:24 GMT

I completed the online complaint form about this same problem on 21st and had a call from them on the 25th. They tried a workaround passed down to them from the tech dept. for people like us with this problem (and there seem to be a lot of us) basically it was to delete my existing user account and create a new one. Unfortunately, this still did not solve the problem. Online on my pc I can get as far as my profile but click on "manage" and all I get is a screen saying "Get more from EE" . The complaints dept said they could do no more and would have to leave it to the tech dept who would contact me, my complaint would remain open in the meantime and not be closed. Haven't had a call from the tech dept up to time of writing this. (This post will probably show my username as Stinson108 but I am gilevgren per the posts above, just had to enter a new username probably as a result of having to create a new account as described above)

Re: App not working?

Lorgray — Thu, 29 Jan 2026 18:26:38 GMT

I find it ridiculous that customers can't log into their accounts and EE can't solve the problem. Once I manage to find out if I'm free to move to another provider I will be. It seems to be affecting a lot of customers!

Re: App not working?

Linzi_H — Thu, 29 Jan 2026 18:31:58 GMT

Hi @Stinson108

It sounds like our complaints team has escalated this to the right area for a resolution, and I'm confident they'll be in touch soon once they have more information.

Linzi

Re: App not working?

Stinson108 — Mon, 09 Feb 2026 17:49:33 GMT

Further to my last post on this, I was just about to call to check on my open complaint and thought I'd better just check if I still had the problems and... for the first time in months it appears to be working!!!

I've had no message from the complaints team nor the tech team but I can now at last check my usage etc. Just hope it's a permanent fix 🤞

Re: App not working?

Lorgray — Mon, 09 Feb 2026 18:24:02 GMT

Just checked mine and still can't get in, here's hoping it's a permanent fix for you and they're getting round everybody one by one!

Re: App not working?

Stoney_65 — Wed, 11 Feb 2026 21:15:28 GMT

My husbands and mine haven’t worked for months.

Re: App not working?

Alex_H — Thu, 12 Feb 2026 10:11:39 GMT

Hi @Stoney_65,

Welcome to the EE Community

What is happening when you log into the app? Is it two separate accounts you have for you and your husband that are both getting the same error or one joint one?

If you are getting an error using the app, have you tried logging into the EE website to see if that works?

Alex

Re: App not working?

Salch — Fri, 13 Feb 2026 08:13:06 GMT

I have been an EE customer for over 20 years, and I have started experiencing this exact issue now for 2 months. I get the same message, and cannot access the app or manage your account section on the website.

when I called customer service. I was told a lot of people experiencing the same .

Really not happy and thinking of switching to another provider

Re: App not working?

Lorgray — Fri, 13 Feb 2026 08:31:33 GMT

I'm want to switch to another provider but can't access my account to see if I'm out of contract!! I can't believe a company this big can't sort this problem and keep saying to customers to try the website if the app isn't working, they're not getting that the website just says try the app, I feel we are all banging our heads against a brick wall and nothing seems to be getting done to fix it!

Re: App not working?

Rach_H — Fri, 13 Feb 2026 13:31:08 GMT

Hi @Salch,

Welcome to the Community!

I'm sorry to hear that you're having trouble. Did the team advise that this was linked to an ongoing incident, or open single user fault on your account? I'd recommend reaching back out if not, and they will be able to do so, and advise you of what is happening to get this resolved.

Rach

Re: App not working?

Rach_H — Fri, 13 Feb 2026 13:34:50 GMT

Hi @Lorgray,

Welcome back to the Community!

I can understand your concern at having trouble using the app, and the issues you're having checking your contract dates. If you're looking to move to a new provider then you can text 'PAC' to 65075, to get a PAC and we'll also let you know how much it will be to end you plan, or if you are out of contract. Alternatively, if you give our team a call then they can log that you're impacted by this, so we can work to resolve this, and advise you about your contract options.

Rach