Difficulty reaching my account

MarianParoo1 — Thu, 19 Feb 2026 16:56:19 GMT

I'm new here, and having many problems. The account is in my ex's name, we haven't been able to change it, but the payment is in my name and from my bank account. It's a real mess. I can't check anything online.

Re: Difficulty reaching my account

bristolian — Thu, 19 Feb 2026 17:33:34 GMT

The difficulty you have is that, legally, it's not your account and you have no basis for accessing it unless the account holder provides it.

The payments are a different matter and you could freely stop payments from your bank account with no legal consequences to yourself. It is the account holder who is responsible for payments, not someone who is basically a third party

The correct solution in this scenario would be a legal change of ownership so you are responsible - and have account access - for a phone that, presumably, you're using. That will require the consent of the current account holder - see "transfer to a friend, colleague or family member" under https://ee.co.uk/help/profile/manage/change-my-account-in-the-case-of-a-life-event?

topic Difficulty reaching my account in EE app and website

Difficulty reaching my account

Re: Difficulty reaching my account