topic New Account message when I click profile in EE app and website

New Account message when I click profile

alistairmck1 — Mon, 20 Jul 2026 16:11:45 GMT

Hi I’m getting this message when I click on Profile through the EE App but when I log on via website, no new account message. Why am I getting this on App only

Thanks in advance

Re: New Account message when I click profile

Alex_H — Tue, 21 Jul 2026 07:49:50 GMT

Hi @alistairmck1,

Thanks for visiting the EE Community

Does the rest of the app work ok, it is just when trying to access the profile page? Usually a message like that would relate to either having a legacy EE ID from awhile back or an issue with the current EEID.

If you can access the profile page on the website, is all the personal information etc filled out?

Alex

Re: New Account message when I click profile

alistairmck1 — Tue, 21 Jul 2026 09:22:16 GMT

Hi, when I log-on to website through safari and go to profile, all my details are displayed. That message only displays. Only through the app, could be an app glitch

Re: New Account message when I click profile

Alex_H — Tue, 21 Jul 2026 12:36:04 GMT

@alistairmck1 If it is just something that started recently, then I would try reinstalling the app to see if that clears the issue. If it persists though I would recommend getting in touch with our technical team just so they can check out your online ID and make sure nothing there could be causing the issue.

Alex

Re: New Account message when I click profile

alistairmck1 — Tue, 21 Jul 2026 13:13:03 GMT

Hi @Alex_H uninstalled and reinstalled from scratch seems to have done the trick. Thanks for all your help