EE app login permanently stuck after successful passkey and SMS verification

NicoMartyn — Mon, 17 Aug 2026 14:21:14 GMT

I need urgent technical assistance with a login failure in the EE Android app on my mobile phone.

The authentication process itself completes successfully, but the EE app fails to complete the login and return me to the app.

The exact sequence is:

1. I open the EE app and am taken to auth.ee.co.uk.
2. I enter my EE login details.
3. Passkey authentication succeeds.
4. EE requests SMS/mobile verification.
5. I enter the SMS verification code and it is accepted successfully.
6. I am then left indefinitely on:

“Please wait while we process your information.”

The EE app never completes the login and never returns me to the logged-in app.
There is also an important additional symptom: if I refresh the page while it is stuck, it changes to “Bad Request”.
I have already ruled out the usual account, credential and connectivity issues:

• The same EE account logs into the EE website successfully on this Redmi Note 12.
• The same account logs into the EE mobile app successfully on another device.
• The passkey authentication succeeds.
• The SMS verification code succeeds.
• The issue is identical on Wi-Fi and mobile data.
• Clearing the EE app's cache/data did not resolve it.
• Completely uninstalling and reinstalling the EE app did not resolve it.
• The normal EE website works successfully on both my laptop and this phone.

I also tested opening the authentication page directly in Chrome. That produces a different error:

“Sorry, something went wrong at our end. Please try again later.”

The device configuration is:

Device: Redmi Note 12
OS: Xiaomi HyperOS 2.0.212.0
Android System WebView: 150.0.7871.181

This therefore appears to be a failure in the EE Android app authentication/session handoff after successful passkey and SMS verification, rather than a problem with my account or authentication credentials.

This is urgent because I currently cannot access my EE account through the EE mobile app on my primary device.

Please could this be escalated to the relevant EE app/authentication technical team for investigation and a fix? The authentication itself is clearly succeeding; the failure appears to occur when the authenticated session should be completed and handed back to the EE app.

Re: EE app login permanently stuck after successful passkey and SMS verification

Ali_A — Mon, 17 Aug 2026 16:49:58 GMT

Hi @NicoMartyn

It seems like you have tried all the initial trouble shooting steps, which is great.

Please give our customer service service a call where a guide in the technical team will be able to check all your account details and investigate further. If needed they can also raise a ticket for a deeper review.

Ali

topic EE app login permanently stuck after successful passkey and SMS verification in EE app and website

EE app login permanently stuck after successful passkey and SMS verification

Re: EE app login permanently stuck after successful passkey and SMS verification