topic Re: Name change issue / linked email address in EE app and website

Name change issue / linked email address

Sophall — Wed, 16 Sep 2026 17:57:05 GMT

I’ve just done a name change request on my EE account. The account was originally in my mum’s name because I set it up when I was under 18 several years ago.

The account was already using my email address and all my details, including my card/payment details. During the name change process, the guide asked me to confirm my details including an email address. I said it would be the same email address already on the old account and I was told that was fine.

The old account is now showing as closed, but I can’t create/register the new account because EE says my email address is already linked to an account.

Has anyone experienced this before and is there a way to get the email address released from the old account so I can use it on the new one? Thanks

Re: Name change issue / linked email address

Chris_B — Thu, 17 Sep 2026 05:51:24 GMT

@Sophall Your mum should have made a request to do a change of ownership in to your name by calling customer support.

You need to call customer support and tell them to remove your email address from their system so you can then setup an account with that email address, or alternatively you set up a new account with a different email address

Re: Name change issue / linked email address

Sophall — Thu, 17 Sep 2026 09:01:28 GMT

Yes we already did call up and do the name change. When he asked for an email address from me I asked if it was okay for it to be the same as the one I have now and they said yes and went ahead. So if I change the email address on the old account to a different one would I be able to then create a new account with my normal email and it’ll be connected to the number?

Re: Name change issue / linked email address

Ritu_D — Thu, 17 Sep 2026 09:13:19 GMT

Hi @Sophall

Thank you for coming back and explaining the situation.

As you have complete a change of ownership and using the same email address as the previous account, I would recommend Contacting our guides and they will be able to remove the closed account and help set up the new account correctly.

Thanks

Ritu