topic Re: EE APP NOT WORKING SINCE 9TH JULY 2027 in EE app and website

EE APP NOT WORKING SINCE 9TH JULY 2027

Bimsy — Sat, 25 Jul 2026 10:35:34 GMT

Tried resolving via customer service and still not working and Google play store reviews shows a lot of other users have the same issues and missing out on EE ONE giveaways which is not only unfair for the the price I am paying for on part fibre service. Please can the EE One give aways be made available on website. Thanks

Re: EE APP NOT WORKING SINCE 9TH JULY 2027

Rach_H — Sat, 25 Jul 2026 13:34:40 GMT

Hi @Bimsy,

Welcome to the Community!

I'm sorry to hear about the trouble you're having using the app, and that this has impacted your ability to take advantage of the EE One giveaways. What have our team advised when you've spoken with them about this?

Rach

Re: EE APP NOT WORKING SINCE 9TH JULY 2027

Bimsy — Sat, 25 Jul 2026 16:13:50 GMT

Was asked to do a hard reset of my Motorola E13 phone. But did not work. It worked before 9th July update and still not working after last two updates.

Re: EE APP NOT WORKING SINCE 9TH JULY 2027

chistery — Sat, 25 Jul 2026 16:24:17 GMT

Can you borrow someone else's phone and see if you can install the EE app and login ok, and see if you can rule out a device issue? Be good to determine if it's a device or account issue.

The Motorola E13 runs Android Go doesn't it? What version of Android is it on now?

Re: EE APP NOT WORKING SINCE 9TH JULY 2027

Bimsy — Sat, 25 Jul 2026 19:04:53 GMT

Unfortunately don't have access to another phone at the moment. My Motorola is on android version 13

Re: EE APP NOT WORKING SINCE 9TH JULY 2027

Bimsy — Sat, 25 Jul 2026 19:44:25 GMT

I suppose you have a top of the range phone and EE app works for you if you don't mind me asking.

Re: EE APP NOT WORKING SINCE 9TH JULY 2027

chistery — Sat, 25 Jul 2026 20:17:43 GMT

It does work on my phone, but the reason I suggested trying another device is to try and rule out a problem with your handset. As well as EE trying to help which they have by the sounds of it, it's not unreasonable to try and troubleshoot yourself as well?

Your phone is running an end of life/support version of Android, it's therefore possible that there's a compatibility issue with it.

Re: EE APP NOT WORKING SINCE 9TH JULY 2027

Bimsy — Sat, 25 Jul 2026 20:22:38 GMT

Thanks for your reply. Let's hope I can win one ongoing competitions to win a a new phone or look to buying one.

Re: EE APP NOT WORKING SINCE 9TH JULY 2027

prenticemarie — Tue, 28 Jul 2026 19:02:31 GMT

I have struggled for days trying to get the EE App to connect to my account using my Samsung A40. The sign-in was OK, as was the 2FA code, but it never connected, just looped around "retrieving your details".
Strangely I had no trouble connecting on my Samsung Tablet or my wife's identical Samsung A40.
PROBLE SOLVED - After much testing I found that the EE App connects to a browser to complete the connection, in my case accessing via MS Edge. - THE SOLUTION FOR ME was to make Chrome my Default Browser and connection became instant.
I have no idea what is the problem with MS Edge.

Re: EE APP NOT WORKING SINCE 9TH JULY 2027

chistery — Tue, 28 Jul 2026 19:18:48 GMT

@prenticemarie Might be worth trying to clear your cookies in Edge, and trying again with it set as the default browser? Let us know if that works?

Re: EE APP NOT WORKING SINCE 9TH JULY 2027

prenticemarie — Tue, 28 Jul 2026 20:25:55 GMT

I've since discovered that MS Edge was blocking the EE Auth element of the App. Having deleted all blocked links in settings, EE App now connects OK.

Thanks to all who assisted me.

Re: EE APP NOT WORKING SINCE 9TH JULY 2027

prenticemarie — Wed, 29 Jul 2026 13:50:34 GMT

To clarify my reply above, I meant ... "Having deleted all blocked links in MS Edge Settings".