topic Login problems/eSIM in EE app and website

Login problems/eSIM

R932 — Wed, 29 Jul 2026 12:39:39 GMT

Can't login to the EE app, I can login here and on the website but whenever I try to login to the app it sends me in a loop. I've reset my password, cleared the cache, uninstalled and reinstalled but no fix.

Its irritating because I need to obtain my eSIM which I can't because I can't get into the app, it's irritating. Contacted EE they said it can take 24 hours to initialise the SIM but no reasoning as to why I can't get into the app. Any help or? Thanks

Re: Login problems/eSIM

Alex_H — Wed, 29 Jul 2026 15:14:21 GMT

Hi @R932,

Welcome to the EE Community

Sorry to hear you are having an issue logging into the app. When you say it is getting stuck, what is the loop that the EE app is getting caught in exactly, what happens?

Alex

Re: Login problems/eSIM

R932 — Wed, 29 Jul 2026 15:19:41 GMT

I put in my email, I used my passkey, it asks for a verification code sent
to my security number I put the code in and it sends me straight back to
login or create account, bare in mind I can login to the website with my
credentials, but it doesn't work in the app no matter what I try

Re: Login problems/eSIM

Alex_H — Wed, 29 Jul 2026 16:19:08 GMT

@R932 Thanks for clarifying, I have been able to try a full re-install and was able to get setup without any issue, after confirming the PIN sent via text it should take you to a setup a login PIN page and then biometrics etc.

In between the uninstall and re-install have you restarted the phone? Do you have any other phones/devices around you could try logging in to the app on to confirm if its just affecting your phone or not.

Alex