topic Re: Multiple issues in EE app and website

Multiple issues

IanPGTips — Sat, 06 Jun 2026 00:54:36 GMT

Hi, I'm hoping people can help me out.

My first issue is: I recently changed my SIM only deal, going from PAYG £35, to a pay monthly deal £22. When I try to log in to my account, either online or through the app, I'm met with a message saying "view final bill". I click on it, even though I have no bill to pay, and am met with a "technical difficulties" message. Because of this I can't access my account properly and see my monthly deal information. Can anyone help me out to resolve this?

My second issue: For some reason my passkey isn't working properly. It was setup to my mobile device, but when it tries to get used, I'm met with a "no passkey" message. I try and manage my passkey but get a message saying "your claims verification cannot be verified". I can't remove and reinstall the passkey because I get a message saying along the lines of "need to have a device available, please setup another device before removing this one", even though I don't have another device. What is going on?

My third issue is: Every time I try and log in to the EE app, because I can't use my passkey, I have to use verification codes through my email and mobile number, which is no problem. I input those codes but then get redirected back to the login screen of the app. Help me people, please!

Frustration is an understatement at the moment. Thank you for your time.

Re: Multiple issues

XRaySpeX — Sat, 06 Jun 2026 04:14:58 GMT

@IanPGTips : You need to call CS to delete your old PAYG MyEE a/c & then you can set up your new contract MyEE a/c afresh, using the same mobile no. & email addy if desired. You can't mix them under MyEE.

Re: Multiple issues

seachelly33 — Sun, 07 Jun 2026 09:26:57 GMT

Someone's messed up as this is also happening to me on the app - I input those codes but then get redirected back to the login screen of the app!

Re: Multiple issues

Michael_D — Sun, 07 Jun 2026 11:28:48 GMT

Hi @seachelly33

Thanks for coming to the community.

It is worth trying to uninstall and reinstall the app to see if that helps.

If it doesn't, please give our tech guides a call, and they will look into this further for you.

Michael