topic Re: App and website not showing finance options. in EE app and website

App and website not showing finance options.

simonpenny — Fri, 29 May 2026 12:57:39 GMT

Hi all

Trying to buy an Apple MacBook Air, everywhere tells me I can purchase from £30.19/month, which is the 48 month 0% interest option. When I click to apply for finance the screen either hangs or if it does work, only offers upto 9 months!

This is doing my noodles in, tried in vain to speak to someone and got told to try and different browser!! Safari, Chrome, Duck Duck Go, Firefox and Edge and they still don't work.

How hard is it to have an option on the main telephone menu, where you can report issues with the app or website?

Anyone else had this issue?

Re: App and website not showing finance options.

Leanne_T — Fri, 29 May 2026 16:32:08 GMT

Hi @simonpenny

Thanks for coming to the community.

Are you logged into your EE account when you are looking to purchase the Apple MacBook Air?

You can find more information and ways to contact the EE Finance team on the EE Finance: 12, 24, 36 or 48 month loans page.

Leanne.

Re: App and website not showing finance options.

simonpenny — Fri, 29 May 2026 18:24:59 GMT

Hi Leanne

Thanks for replying to my query. I have been logged in before starting the purchase, only logged in after putting the laptop in the basket and every permutation you can think of.

I will check out the link you have posted but I think the issue is your shop/ app.

Thanks

Simon

Re: App and website not showing finance options.

Lukomi — Sat, 30 May 2026 01:18:04 GMT

Yes exactly the same issue here, was working a few days ago, now on get 3,6 or 9 months? Defo an issue

Re: App and website not showing finance options.

simonpenny — Sat, 30 May 2026 09:32:21 GMT

Good morning Leanne

I have followed the link you posted for EE Fianance and have spoken with Glow. They explained that they only can help with the actual agreement, not any issues I have trying to place the order. The lady I spoke with suggested getting in contact with EE to resolve the issue.

This is the loop I have been experiencing for the last few weeks. In all honesty I would buy from either Apple or John Lewis but your offer of 0% interest makes it the most appealing. Can you please see if this issue can be rectified?

Kind regards

Simon

Re: App and website not showing finance options.

Rach_H — Sat, 30 May 2026 09:39:11 GMT

Thanks for letting us know @simonpenny.

We do not have access to accounts here on the Community but if you reach out to our team then they will be able to look into that.

Rach

Re: App and website not showing finance options.

Rach_H — Sun, 31 May 2026 08:08:38 GMT

Hi @Lukomi,

Welcome to the Community!

Could you let me know which product is that you're looking to take out?

Rach

Re: App and website not showing finance options.

simonpenny — Sun, 31 May 2026 08:31:58 GMT

Good morning Rach_H

This is where the main issue arises. When trying to speak to anyone from 150, they are unable to connect me to the appropriate department. I have tried 150 and the best advice I have been given, was to try a different browser.

Would it be possible to internally report the issue and maybe look at the website/app.? It appears that I'm not the only one having these problems. I'm pragmatic enough to appreciate that these things happen but the most frustrating part of the problem, is EE's lack of an ability to effectively report these issues.

Kind regards

Simon

Re: App and website not showing finance options.

Rach_H — Sun, 31 May 2026 08:38:24 GMT

The team on 150 are able to raise this as a fault on your account, which we're not able to do here, as we do not have account access @simonpenny.

Rach

Re: App and website not showing finance options.

simonpenny — Sun, 31 May 2026 08:46:39 GMT

Thank you for the quick reply. Which options do I need to select to speak to the correct person? So far most of your advisors have been unable/unaware of how to report this issue.

Kind regards

Simon

Re: App and website not showing finance options.

Rach_H — Sun, 31 May 2026 09:06:40 GMT

Our Technical teams should be able to raise a Single User Fault for you @simonpenny.

Rach

Re: App and website not showing finance options.

Lukomi — Sun, 31 May 2026 10:29:33 GMT

Morning Rach,

It's the MacBook Pro M5 Max 16 inch 48GB 2TB SSD, but I've also looked at other various configurations and all only come up with the 3,6 or 9 months options, when previously up to 48 months were showing.

Re: App and website not showing finance options.

Rach_H — Sun, 31 May 2026 10:46:59 GMT

Thanks @Lukomi.

Could you let me know if it was other laptops you were having this issue with, or just MacBooks, and when were you seeing the 48 month option?

Rach

Re: App and website not showing finance options.

Lukomi — Sun, 31 May 2026 15:29:36 GMT

Just the MacBooks, were showing 48 months last week

Sent from Outlook for Android<>

Re: App and website not showing finance options.

Christopher_G — Mon, 01 Jun 2026 07:19:21 GMT

Thanks, @Lukomi

Could you try looking at the other laptops please, just to see if the same thing happens? It'll help our support team with figuring out what is causing this.

Thanks

Chris

Re: App and website not showing finance options.

simonpenny — Mon, 01 Jun 2026 07:29:57 GMT

Re: App and website not showing finance options.

simonpenny — Mon, 01 Jun 2026 07:30:27 GMT

Re: App and website not showing finance options.

docmsquared — Wed, 03 Jun 2026 09:29:59 GMT

I too have noticed this issue. Interestingly when i was browsing last week, all the Macbooks from the Neo to the Pro with M5 Max were showing up with 48 month 0% finance as an option. Now only a few items have 48 months as an option and most Macbooks do not, despite being an option last week. Calling 150 as suggested. by Rach_H as the accepted solution isn't helpful and logging this as a "single user fault" sounds wrong to me as it affects users regardless whether you are signed in or not, browser or iOS app. I've attached some screenshots, despite advertising that finance is available on the shop browser with a "Spread the cost over 3 to 48 months" button being available on the items it works and only offerring 9 months as an option for items that do not show that button, that's only availble after you have been through the check out process.

Clearly an issue with the EE website or backend and not something that calling 150, for me anyway (and a few other users on this thread), solves.

Re: App and website not showing finance options.

Lukomi — Wed, 03 Jun 2026 14:45:24 GMT

Saw this on another thread and seems to be related, when the green banner is showing spread over 3 to 48 months, it works for the full 48 months. When that isn't there, it's only giving up to 9 months. (But is still showing the option for 48 on the product screen, just not in the finance age at checkout) Hope that helps resolve