Can't remember password and forgot password not working

someusername4 — Thu, 16 Sep 2021 06:47:16 GMT

Hi, I'm logged in via a different account at the moment.

I have an account with two contract phones and broadband on it, but I needed to be able to manage another account for an elderly relative so I setup another account and ordered a flex sim as the phone will only be used should they go in to hospital. I need to add some credit to this account but it will not let me log in to it. When I select forgot password it says it's sending the "forgot password email" to my email address but it doesn't arrive. I have checked all five of my email accounts, and checked the spam folder and all other folders and cannot see the email anywhere. It just keeps saying: "Click the link we've sent to: <my email address>" each time I re-request it.

I've tried using passwords that might be the correct one but keep running into:

"For security reasons your account has been temporarily locked"

I've spent well over an hour trying to find a way to log in to the account and am feeling very frustrated.

I'd be very grateful for any help, I don't have physical access to the phone or sim card so I can't just go out and replace the sim (although I may be able to ask my relative's neighbour to do that if absolutely necessary).

Re: Can't remember password and forgot password not working

Christopher_G — Thu, 16 Sep 2021 10:06:55 GMT

Hi @someusername4

Welcome to the community.

Is the Flex account in your name? If so, I'd recommend speaking to our Mobile Care team who'll be able to try and get you access to the My EE account from our side.

Chris

Re: Can't remember password and forgot password not working

XRaySpeX — Thu, 16 Sep 2021 15:59:39 GMT

Try using Fast Top Up online with a UK bank card giving the relative's mobile number.

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Can't remember password and forgot password not working

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