topic Re: We can't load this right now in EE app and website

We can't load this right now

cascameron — Tue, 30 Dec 2025 13:17:52 GMT

I've been an EE customer for 16+ years, have used the same email address and account the entire time.

Last month I tried to login to the ee app, I used to have a pass code and fingerprint recognition. For reasons unknown, it was asking me to setup the passkey again. Ultimately it doesn't let me setup a pass key, I get the error "Sorry there seems to be a problem..." and then after I try again, it says "we can't load this right now"

I have uninstalled and reinstalled the EE app, ensured it's on the latest version for my s24 ultra, tried in all different Web browsers, nothing works. I need to be abl to login to gift data. Can someone please help?

Re: We can't load this right now

Linzi_H — Tue, 30 Dec 2025 15:51:28 GMT

Hi @cascameron

Welcome to the Community.

I'm disappointed to hear that you're unable to use the EE app currently, and I hope you've reported this to our team so they can work on helping you gain access again.

Have you tried to log into your main online account and gift your data instead until your app access is resolved?

If you're facing the same issues through the app and your online account, call our team when you have the chance. They can gift the data for you.

Linzi

Re: We can't load this right now

Cloakey82 — Wed, 14 Jan 2026 13:53:29 GMT

I've had the same issue for about a month now.

Did you get this resolved at all?

Re: We can't load this right now

Lesley_W — Thu, 15 Jan 2026 13:25:55 GMT

Hi @Cloakey82

Thanks for coming to our community.

Is this also happening on the app and the website?

Are you able to access everything else on your account?

Lesley