topic Can't use app, says account suspended but bills are paid. in Archived Posts

Can't use app, says account suspended but bills are paid.

beckywood — Sat, 06 Nov 2021 17:02:15 GMT

Hi. My account was suspended in June due to an issue with payment. All sorted in July, but ever since then the app says my account is suspended and I can't do anything on the app. I've left it as I thought over time it would sort itself out, but it never has. I've uninstalled the app and reinstalled. I've reset my email and passwords. I've even called EE to see why this was happening today and even they are baffled! I don't use the app too much but it's really annoying as I can't do anything, even check my usage and I am due an upgrade this month, so could do with everything working ideally. If anyone has had anything similar or knows of anything I could try to resolve this, please let me know. Thanks.

Re: Can't use app, says account suspended but bills are paid.

XRaySpeX — Sat, 06 Nov 2021 18:56:00 GMT

NM the app, can you use your online MyEE OK?

Re: Can't use app, says account suspended but bills are paid.

Christopher_G — Sun, 07 Nov 2021 08:39:14 GMT

Welcome to the community, @beckywood.

That's a great suggestion from @XRaySpeX. Could you try logging into your My EE account through another device, or through your phone browser?

Chris

Re: Can't use app, says account suspended but bills are paid.

beckywood — Fri, 26 Nov 2021 15:39:07 GMT

It says I'm suspended even through the browser and the same if I use any other device to log in. I've called EE and they are baffled as to why this is happening, its very frustrating. I'm due my upgrade too and I'm going to have to call and do it over the phone. Thanks for your suggestion though 🙂

Re: Can't use app, says account suspended but bills are paid.

James_B — Fri, 26 Nov 2021 15:43:57 GMT

Hi @beckywood,

Have Customer Care tried deleting your account so you can re-register?

James