topic Re: You're unable to add another product to your account at this time. in EE app and website

You're unable to add another product to your account at this time.

TizzleStick — Thu, 03 Oct 2024 12:18:35 GMT

I've had EE broadband and TV since 4 June, I've had a SIM only monthly contract since 29 August, have paid one bill, added another SIM only monthly contract to my account and have the second bill on my account with the DD due to go on 10 October.

According to 150 I can have up to five mobile lines on my account, but I can't add a product myself and get the "You're unable to add another product..." message. I did want to get an "as new" 24 month phone contract but customer services couldn't order it for me with the unlimited mobile contract I should get because I have broadband.

I was told that this restriction is for a month after I got my SIM only contract and that I would be able to order SIMs myself from 29 August but that hasn't happened, unless this restriction resets because I got another SIM only contract for my wife on 19 September?

I'd like to add a monthly SIM only contract and a 24 month phone contract. When can I expect the website to let me do this?

Re: You're unable to add another product to your account at this time.

Peter_W — Thu, 03 Oct 2024 15:13:33 GMT

Hey there @TizzleStick.

Welcome to the EE Community 😊

Are both of the numbers you have with us definitely on the same account? Just from your mention of a second bill this almost makes it sound like you've got two separate accounts.

Have you tried using a different device or browser for adding this on too?

Peter

Re: You're unable to add another product to your account at this time.

TizzleStick — Thu, 03 Oct 2024 15:44:45 GMT

Hi Peter,

Yes, two numbers on the same account, and I meant the second bill as the first was in September and the 2nd is in October 🙂

I've tried using Chrome, Edge and Firefox and they all give the same result.
I start from this page

Below that is a drop down with the two numbers I have on my account, I select my number which was added 29 August, click on "Add a product" and get

Re: You're unable to add another product to your account at this time.

Debbie_G — Fri, 04 Oct 2024 13:18:42 GMT

Thanks for coming back to the community @TizzleStick.

I recommend getting in touch with our team, a guide will be able to check your account eligibility and investigate this further.

Debbie 🙂

Re: You're unable to add another product to your account at this time.

TizzleStick — Fri, 04 Oct 2024 13:25:13 GMT

Hi Debbie,

I did that this morning and there is nothing on my account that would indicate why the website is preventing me from adding a product to my account.

I was asked to clear cookies and browser cache, which I did but still no joy using Chrome. I also gave it a quick try on Firefox, Edge and the app on Android. All give variations on "not allowed", the app saying "You are not eligible".

My working theory is that if there is a 30 day "lock out" after you add a SIM to the account that my adding a second one has reset this lock out and I should be able to add a product on 20 October.

This would be only an inconvenience as I can get SIMs added by phoning 150, but it looks like I can't get one of the "good as new" phone deals with the unlimited plans I get because I have broadband unless I go through the website.

Re: You're unable to add another product to your account at this time.

Debbie_G — Fri, 04 Oct 2024 14:02:57 GMT

Thank you for letting me know @TizzleStick.

If your account is eligible to add another line and this has been confirmed when you spoke to a guide, you should be able to complete this through your EE Account. As you are seeing an error, this will need to be investigated further. Our guides over the phone will be able to look into this further and open a support ticket for your EE Account if needed.

Debbie 🙂

Re: You're unable to add another product to your account at this time.

TizzleStick — Fri, 04 Oct 2024 19:28:59 GMT

I've logged a ticket with the tech team. I'll report back when I hear more.

Re: You're unable to add another product to your account at this time.

Leanne_T — Sat, 05 Oct 2024 12:40:22 GMT

That would be great if you get the chance @TizzleStick

Speak to you soon 🙂

Leanne.

Re: You're unable to add another product to your account at this time.

LMC1983 — Thu, 10 Oct 2024 10:14:16 GMT

Are you having any joy with this? I have just had the same thing happen. I had 4 SIM only plans with EE and I moved to Sky. Not I want to move back and EE are only allowing me 2 lines. Each SIM is £13 per month therefore it's not like it's an affordability issue, I am just not sure what the problem is....

Re: You're unable to add another product to your account at this time.

TizzleStick — Thu, 10 Oct 2024 10:37:43 GMT

Nothing so far @LMC1983, but I'm not sure this is the same issue you are having. I can have the lines, I just can't add them via the website, whether it's a 30 day rolling SIM only or a new 24 month phone plan.

Re: You're unable to add another product to your account at this time.

TizzleStick — Mon, 25 Nov 2024 08:29:36 GMT

Update: I can now "Upgrade" my phone on the website, but the app still doesn't allow me. At least now it's giving a reason, although it's incorrect; "You can't upgrade now because you're still paying off your phone", I joined EE by buying a SIM only deal, the phone is mine.

Trying to add another project just gets me the "You're unable to add another product to your account at this time." message. I get a different message on the app saying I'm "not eligible".

Re: You're unable to add another product to your account at this time.

Gothic_Viking — Mon, 13 Oct 2025 18:27:29 GMT

Hi,

I too am having problems adding another product onto my contract and I know I have more than enough left over after my contract after the products I have that are taken out. So I was wondering why I am struggling

Re: You're unable to add another product to your account at this time.

Leanne_T — Tue, 14 Oct 2025 06:59:34 GMT

Hi there @Gothic_Viking

Thanks for coming to the community.

Are you trying to add an accessory on add to plan? If so, how many devices/accessories do you currently have on your contract?

Also, when you try and place the order, do you get an error message?

Thanks 🙂

Leanne.

Re: You're unable to add another product to your account at this time.

Lonestar8472 — Thu, 19 Feb 2026 12:01:45 GMT

can someone please help!

I am moving over to EE, well at least I want to. I added a phone to my basket then took it out. I went to look for another and this popped up "You're unable to add another product to your account at this time.

Call us to speak to someone about this or stay online and shop for accessories."

How do I get round this?

Re: You're unable to add another product to your account at this time.

Alex_H — Thu, 19 Feb 2026 14:52:23 GMT

Hi @Lonestar8472,

Welcome to the EE Community

If you clear the cookies and cache for the EE website from your browser and log back in does the issue still occur? Is it when you click on a specific phone page you get that message or is it just trying to access the shop initially? Could you access for example this page to add the phone to your basket?

Alex