topic Re: Unable to get into account due to EE locking me out in EE app and website

Unable to get into account due to EE locking me out

Dragonstars — Wed, 13 May 2026 23:11:38 GMT

This has been two weeks since I have not had a chance to sign in and when I send my biometrics it's saying, it's sent a passcode to messages on Google messages and does not I will be getting an ombudsman involved and I think you all need to, too. We are paying a high price for their negligence and this is not helpful locking me out, their advisors are untrained and useless.

Re: Unable to get into account due to EE locking me out

Alex_H — Thu, 14 May 2026 09:53:17 GMT

Hi @Dragonstars,

Welcome to the EE Community

With you mentioning biometrics I presume this is the app you are trying to login to? Are you able to login to the EE website or do you get similar issues?

With you saying its locking you out, when you try to login are you getting an error message that mentions the account being locked or something like that?

Alex

Re: Unable to get into account due to EE locking me out

XRaySpeX — Thu, 14 May 2026 18:12:41 GMT

@Dragonstars : Google Msgs is not involved to signing in to your EE a/c. It will send a passcode as a text to your phone.