topic Re: Two factor authentification in EE app and website

Two factor authentification

PeterMartinez2 — Sat, 11 Apr 2026 19:06:33 GMT

I recently tried to log into the EE website after my old T-mobile PAYG phone was (apparently) moved to EE. I couldn't log in and went through a complicated process to register again. Later I received an email telling me I had updated to 2FA. I hadn't dome this so I tried to contect EE to say so. I couldn't do that either so I am locked out. I still seem to be able to access the EE community, so that must be a different entity. Can someone please forward this message to the relevant EE department to get me out of this mess.

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[Mod edit: email address removed. Please do not share personal details in the community]

Re: Two factor authentification

Schockwave — Sat, 11 Apr 2026 17:08:31 GMT

Hello @PeterMartinez2 ,

Welcome to the community,

Please remove your personal email as per forum rules.

I doubt that anyone can pass on your message, this is a public forum and we have no idea who you are. You would have to find another phone to ring customer service up to sort this out, or go to an EE high street store with photo ID and speak to them as they should be able to help.

Re: Two factor authentification

PeterMartinez2 — Sat, 11 Apr 2026 17:38:01 GMT

Thanks for your reply. I wasn't aware that it was against the rules to identify myself in my post,and I can see no way forme to remove it now. I assume there is a forum policeman who can do this, but if my message CAN be fowarded to EE with my email address intact, they can presumably use that to identify me and help me.

I can now see that EE sent me a 6-digit OTP, identified as part of a 2FA setup procedure. I didn't see that (I cannot get a mobile phone signal at my home address, but saw it later when away from home) so the 2FA setup should have failed. The email I received from EE says 2FA WAS enabled! The fact that they DID send me an OTP must mean that they know who I am.

Peter M