topic Re: My EE APP login issue/error in Archived Posts

My EE APP login issue/error

GreenStoneWall — Sat, 10 Jul 2021 17:13:18 GMT

Been going on since the last few updates, but I’m now unable to login using the ‘My EE’ app.

I can access account fine using web browser, but the App simply won’t let me get past the login, and says it does not recognise my email or password.

Ive checked multiple times, and same login works fine on the web browser.

Ive removed the app and reinstalled a couple of times between updates to be sure, including latest attempt today.

This seems to be an ongoing issue for users based on the App reviews!

Re: My EE APP login issue/error

Northerner — Sat, 10 Jul 2021 18:37:47 GMT

Hi @GreenStoneWall

If you are on Android then try clearing the app cache under settings apps/applications.

Thanks

Re: My EE APP login issue/error

GreenStoneWall — Sat, 10 Jul 2021 19:08:46 GMT

using iOS with iPhone SE (2020) with latest updates iOS 14.6 and MY EE update 4.55.1

Re: My EE APP login issue/error

JohnRo79 — Sun, 11 Jul 2021 04:12:20 GMT

Add me to your list too

2 days of trying to use the app to get another line sorted. No luck so far

Tried clearing cache already

And the website

Re: My EE APP login issue/error

gadgetsboi — Tue, 13 Jul 2021 09:01:43 GMT

Same for me too - both the website and app have given errors for past two weeks. My cousin with EE also has the same error messages. He was on live chat with CS to try and get it fixed but they said it is a known problem affecting lots of people.

This is the website error I get after attempting to log in...

and this is the Android app error after the normal fingerprint authentication...

Re: My EE APP login issue/error

GreenStoneWall — Tue, 03 Aug 2021 20:47:16 GMT

New App update still doesn’t fix the issue.

seriously this is just ridiculous how long this issue has been known about.

Re: My EE APP login issue/error

James_B — Wed, 04 Aug 2021 06:59:05 GMT

Hi @GreenStoneWall,

I'm sorry to hear you are having problems accessing your account via the app.

Please get in touch with Customer Care so our Tech Gurus can look into this issue for you.

They'll be happy to help. 🙂

James

Re: My EE APP login issue/error

GreenStoneWall — Wed, 04 Aug 2021 07:12:11 GMT

I have done multiple times now.

You tech gurus say the issue is with the App !

it’s the App development team who need to get a fix sorted, and they are ignoring all the recent comments on the App Store and on this forum!

Re: My EE APP login issue/error

James_B — Wed, 04 Aug 2021 07:36:41 GMT

Hi @GreenStoneWall,

As the recent update hasn't resolved the issue for you, we may need to raise a support ticket for you account specifically.

Please get in touch with Customer Care so our Tech Gurus can arrange this.

Thanks

James

Re: My EE APP login issue/error

gadgetsboi — Wed, 04 Aug 2021 23:40:02 GMT

The issue was affecting both myself and my cousin. We tried various troubleshooting suggestions such as clearing cookies, trying different browsers, clearing app settings etc.

I knew it was a server problem as gave the same error on different machines and the issue only started after a recent MyEE upgrade.

Customer Service couldn't resolve the problem and in the end I had to result to contacting EE's CEO - Marc Allera directly to complain. The Executive Office made an investigation and within two days everything was back working again for us.

Re: My EE APP login issue/error

GreenStoneWall — Mon, 23 Aug 2021 16:27:10 GMT

So how do you actually contact the CEO?

Re: My EE APP login issue/error

GreenStoneWall — Mon, 23 Aug 2021 16:30:51 GMT

I already spoke to the Tech Team.

Also there’s no sensible option for ‘App issues’ in the menu of tech issues.

Re: My EE APP login issue/error

GreenStoneWall — Mon, 23 Aug 2021 16:44:23 GMT

Someone from EE just needs to login to the App Store, search ‘my EE’ then look at the reviews in order of ‘most recent’

this is not an isolated issue!

many people would not even bother to post here!

Re: My EE APP login issue/error

Leanne_T — Mon, 23 Aug 2021 16:54:25 GMT

Hi @GreenStoneWall

If you call 150 and select option 1, then option 2, one of our Tech Gurus will be able to raise a ticket for you to get this resolved.

I am sorry we have no account access on the community to raise this for you.

Leanne.

Re: My EE APP login issue/error

Kirigaya_Kazuto — Mon, 23 Aug 2021 16:57:12 GMT

I had a similar issue - it was a ghosted profile on my account, CS sent it to second level support and within a day it was fixed. Ask CS to engage second line if possible

Re: My EE APP login issue/error

ukguy1 — Mon, 23 Aug 2021 21:49:47 GMT

Wow loads of bad reviews on the App Store if viewing most recent.

ee really need to get a grip with updates.

Re: My EE APP login issue/error

gadgetsboi — Tue, 24 Aug 2021 05:49:15 GMT

You can contact the CEO via his direct email address. (Google is your friend)

Re: My EE APP login issue/error

rnthompson — Sat, 16 Oct 2021 11:46:33 GMT

I too am unable to log in to the app on my mobile phone though I can still access the account on the computer. Can someone from EE pease advise? I've tried phoning but that doesn't work either. I am currently on Greece sing an EE mobile router. I need the app to be able to top up my account and buy data

Re: My EE APP login issue/error

Jon_K — Sat, 16 Oct 2021 13:35:12 GMT

Hi @rnthompson.

Welcome to the community.

What happens when you try to log into the app?

Have you tried deleting and reinstalling the app?

Jon