topic Re: 2FA in EE app and website

2FA

ej-81 — Wed, 25 Feb 2026 21:52:28 GMT

I have an elderly relative who has been pushed from BT which she had all her life to EE. She is almost 90 years old and rarely uses a mobile phone. She doesn't use text messages.

2FA has been enabled on her account and she is unable to log into her account. Can this be turned off or can she return to BT? Can I get this turned off for her or is there a way around this for her to easily see her bill?

Can her monthly bill be sent to her email address so she doesn't ahve to log in to view it?

Thanks.

Re: 2FA

Chris_B — Thu, 26 Feb 2026 08:19:25 GMT

@ej-81 2FA is for account security. It’s for her best interest to have this. I’m sure you’ll be complaining if there was an account issue because someone gain access to her account and started ordering phones.

Re: 2FA

Peter_W — Thu, 26 Feb 2026 08:53:24 GMT

Good morning @ej-81.

Once enabled it's not possible to disable two-factor authentication, as this is a security measure that we recommend all customers use.

All EE bills are exclusively available via app or online too, and we have never offered direct via email to any customer.

With 2FA, this should only be needed when logging in for a new device for the first time though, but if she's logging in infrequently this is likely why she is being prompted again.

We have more details on everything here:

EE Account Authentication and 2FA | Profile Help | EE

Peter

Re: 2FA

XRaySpeX — Thu, 26 Feb 2026 13:23:27 GMT

@Peter_W wrote:
Once enabled it's not possible to disable two-factor authentication

Yes, but who has enabled it if the user hasn't & why?

Re: 2FA

Peter_W — Thu, 26 Feb 2026 13:39:55 GMT

@XRaySpeX I believe account are prompted up to three times before it is enabled by default.

As mentioned, it's not an option that can be disabled, so the only way around it would be to contact our team and set up a new online account.

Peter

Re: 2FA

ej-81 — Thu, 26 Feb 2026 15:25:03 GMT

With 2FA, this should only be needed when logging in for a new device for the first time though, but if she's logging in infrequently this is likely why she is being prompted again.

I was at her house last night and every time I logged in, it requested 2FA. If I go back tomorrow or next week would 2FA step be omitted?

Re: 2FA

Peter_W — Thu, 26 Feb 2026 15:33:18 GMT

@ej-81 That's my understanding for devices that have logged in before.

If it's been quite a while though, you may be asked again to complete this security step.

Peter

Re: 2FA

XRaySpeX — Fri, 27 Feb 2026 16:37:00 GMT

@Peter_W wrote:
I believe account are prompted up to three times before it is enabled by default.

@Peter_W : I was prompted a few times when it 1st came in some time ago & each time I refused it. Since then until recently I was never prompted for any OTPs. So 2FA was never enabled on any of my a/c's. Yet now I am blighted by them on all my a/c's on both PC occasionally & all the time on mobile. As are everyone here who are talking about them. We don't want them! So please get rid of them or provide us with an opt-out. They are certainly not appropriate for posting on a user discussion forum.

Re: 2FA

XRaySpeX — Sat, 28 Feb 2026 06:27:25 GMT

The shame of this is that it is not at all transparent how your a/c ever arrived at this insanitary state.

Re: 2FA

XRaySpeX — Mon, 02 Mar 2026 09:48:57 GMT

It seems to have gone away for me both on PC & mobile. Haven't had an OTP request for about a week. I never accepted to have 2FA on my a/c's.

Shame EE never informed its users that it was reversing this or correcting it despite the many complaints about it in the Community.

Re: 2FA

ej-81 — Mon, 02 Mar 2026 20:11:44 GMT

Thanks - apologies for not returning to this previously.

So, If I ask her to log on regularly, then the 2FA will not be an issue? Do you have any idea as to what the timeframe is between successive logins before the 2FA prompt returns?

Re: 2FA

goldenchance — Thu, 30 Apr 2026 10:03:02 GMT

Hi. Please could you enquire as to why it wouldnt be posible to disable 2fa i use my ee log in account for ee wifi when i have no mobile signal. . (You might see where this is going ? ) if i have no mobile signal. How will i do a 2fa untill after i log in to ee cloud wifi ? Plus 2fa on devices that dont recive emails or texts like my childrens tablets

? Please pas this on to the development team as its a massive oversight

Re: 2FA

ee_user14 — Thu, 30 Apr 2026 10:13:16 GMT

@goldenchance wrote:
Hi. Please could you enquire as to why it wouldnt be posible to disable 2fa i use my ee log in account for ee wifi when i have no mobile signal. . (You might see where this is going ? ) if i have no mobile signal.

Do you have WiFi provision? (You might see where this is going)