topic Re: Can't log into app in EE app and website

Can't log into app

ceryshall82 — Sun, 09 Nov 2025 15:14:47 GMT

I recently upgraded my phone. I have tried to log into the app, using the correct log in details and password and it won't let me, keeps loading back to the log in page? Any ideas please?

Thanks

Re: Can't log into app

Manodmac — Sun, 09 Nov 2025 23:15:01 GMT

Hi I have the same problem Spoke to EE technical (45 minutes on the phone) but they seemed to have no idea what they were talking about

They have opened a case but are still waiting for response

Mac

Re: Can't log into app

Linzi_H — Mon, 10 Nov 2025 09:22:02 GMT

Hi @ceryshall82

Welcome to the Community.

If it's only the app you're having some trouble with and not your main online account, please try to delete the EE app, reinstall this, and see if this does the trick.

If the issue is following you between the app and your main online account, then the best thing to do is reach out to our team so they can review this in closer detail.

Linzi

Re: Can't log into app

Linzi_H — Mon, 10 Nov 2025 09:24:43 GMT

Hi @Manodmac

I'm disappointed to hear that our team over the phone was unable to resolve everything during the call for you.

If a case is logged, they'll be working on resolving any issues you've reported, and I'd expect them to get back in touch directly.

Linzi

Re: Can't log into app

Gem0112 — Fri, 26 Dec 2025 12:29:57 GMT

I logged a case about this back in June and I’m still waiting can’t log on to either app or see anything online either so disappointing and not making me want to stay with ee if problems can’t be solved

Re: Can't log into app

Katie_J — Fri, 26 Dec 2025 14:51:08 GMT

Good afternoon @Gem0112.

Thanks for coming here.

I'm sorry to hear this is still not resolved.

By opening a case was this a ticket with our technical care team?

Katie

Re: Can't log into app

Jaymacca17 — Thu, 08 Jan 2026 21:17:28 GMT

I am having same issue, recently moved over to EE from another provider and can’t log into app at all. Website log in only allows me to do a couple things and anything more I need the log in. I called and got told from an advisor that “not much we can do” Not really impressive for a first time customer especially when am seeing this issue has been going on for a while…

Re: Can't log into app

Ritu_D — Fri, 09 Jan 2026 09:40:34 GMT

Hi @Jaymacca17

Welcome to the community and welcome to EE.

I am disappointed to hear you are experiencing issues signing in via the app.

You have mentioned the website only allows you to do a couple of things, does that mean you can log in online successfully?

What is it you are wanting to do in your account online that you have been unable to do?

In regards to the app, could you try uninstalling the app then re-installing it please.

Thanks

Ritu

Re: Can't log into app

Jaymacca17 — Fri, 09 Jan 2026 18:25:37 GMT

Thanks for the reply, I have tried doing the installing again and no luck. Am needing to change some settings but can’t get into anything when I click the “manage” section

Re: Can't log into app

Buttster — Sat, 10 Jan 2026 08:39:33 GMT

I've been having the same issue for about 2 weeks, spoke to 'technical' dept who basically said its an issue with the app, they don't know why, or when it can be fixed and there is no work around, which is good!!

Re: Can't log into app

pasm64 — Wed, 01 Apr 2026 12:03:44 GMT

I have the same problem and I moved from Giff Gaff to EE because I got fed up with their app doing the same thing.

I log in with user name and password and then get sent a pin to my phone and then to my email and then when the pins have been entered I just get taken back to log in again so this circular process just goes on and on for ever.

Deleting the app and reloading it didn't help which was the solution with Giff Gaff.

Guess it's time to try yet another mobile service.

What a joke

Re: Can't log into app

Katie_J — Wed, 01 Apr 2026 15:06:19 GMT

Good afternoon @pasm64.

Thanks for coming here.

I am sorry to hear you are experiencing this.

Have you reported this to our technical care team?

The team will be able to investigate this further for you and raise a ticket to our back office team if needs be.

Katie

Re: Can't log into app

Adam-Watson — Wed, 30 Sep 2026 21:04:39 GMT

I too am having the same login looping problem and, like the OP, it is a new phone so it already is a fresh, new download of the app so I don't see how deleting the app and re-downloading it will help!? lol

I am only trying to install the app so that I can activate my eSIM on my new watch. When i tried last night, the entire EE web system seemed to be down (I couldn't log in on any device!) Today though, I can login perfectly fine on the website on my computer and the app also still works fine on my old phone, logging in with just my fingerprint.

Trying to log in on my new phone however, it asks me for my username/email and then asks me to confirm the selection of my passkey, and then still sends a 2FA code via text message, loads for a bit and then goes back to the login screen....?

Btw, I have also temporarily disabled my VPN.

Giving up and going to bed now! 😞

Re: Can't log into app

Michael_D — Thu, 01 Oct 2026 07:12:08 GMT

Hi @Adam-Watson

Thanks for coming to the community.

While it is a new phone, it is still worth trying to uninstall and reinstall the app, just in case there has been anything in the original download that is not quite right.

The app and website was off for maintenance the other night so that would tie in with what you were seeing when you couldn't login to either.

The app does sound like it is going through the correct steps with the 2FA on the new phone, but the looping shouldn't happen. If uninstalling and reinstalling the app doesn't help, I'd recommend making sure that the device software is up to date and if it is, give our tech guides a call so they can look into this further for you.

Michael