topic Re: Can't Link Device to App in EE app and website

Can't Link Device to App

Hylda53 — Sun, 02 Nov 2025 14:23:43 GMT

Hi,

I'm trying to link my phone to my account in the app so I can look at upgrade options, but it keeps falling with a message saying "try again later when we've fixed the problem", but I've been trying for over a week now and it still isn't working.

Is there something I can do to get it working?

Thanks

Re: Can't Link Device to App

Schockwave — Sun, 02 Nov 2025 14:26:25 GMT

Hello @Hylda53 ,

Welcome to the community,

I would suggest speaking to customer service and asking for an account refresh and make sure that you have the latest app, this usually solves the problem, you may also have to uninstall the app, reboot your device and then reinstall the app and register again.

Re: Can't Link Device to App

angie91 — Mon, 03 Nov 2025 00:56:44 GMT

I have a similar issue - all I want to do is link my phone!

Been trying all day, but the SMS passcode just never arrives, no matter whether I try from the app or the website, or whether I use a 0 or a +44 in front of the number.

I tried uninstalling the app, restarting my phone, and then reinstalling the app. Still no luck.

Will try customer service in the morning, I guess.

Re: Can't Link Device to App

Kenny5522 — Wed, 07 Jan 2026 14:12:39 GMT

Hi did you get it resolved

I have rang them 3 times in last 2 months and they still can’t resolve it.
thinking of cancelling my contract

Re: Can't Link Device to App

Leanne_T — Wed, 07 Jan 2026 16:48:15 GMT

Hi @Kenny5522

I'm really sorry you're unable to link your products and manage your account in the EE app.

I know you have been in touch a few times, but our technical support guides are the best people to speak to for an update on the account and I would suggest getting back in touch.

If this is not resolved when you call, you can open a complaint using the online form and one of the complaints team will get this looked into for you.

Leanne.

Re: Can't Link Device to App

Kenny5522 — Thu, 22 Jan 2026 18:40:59 GMT

Never got it resolved still having issues.

Re: Can't Link Device to App

Leanne_T — Fri, 23 Jan 2026 09:26:39 GMT

Hi @Kenny5522

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

If you have not already raised a complaint when you called or online, you can open a complaint using the online form and one of the complaints team will get this looked into for you.

Leanne.

Re: Can't Link Device to App

Kenny5522 — Fri, 06 Mar 2026 14:42:41 GMT

I have been in 4 times raised a complaint and still have not heard back what do you suggest I hanging my head against a brick wall when I talk to customer services

Kenny.

Re: Can't Link Device to App

Peter_W — Fri, 06 Mar 2026 16:28:17 GMT

Hi @Kenny5522.

When was it you raised your complaint?

Peter