topic Re: lost access to original email for my ee account and have forgotten the password in Archived Posts

lost access to original email for my ee account and have forgotten the password

harrisoneel — Thu, 20 Aug 2020 16:09:41 GMT

I am having trouble contacting anyone from EE. Their helpline only offers top ups. I cant access my old email as it has been deleted. I have my current mobile number associated with my account. I just need to access me ee so I can change my plan.

Could someone please advise,

many thanks,

harrison

Re: lost access to original email for my ee account and have forgotten the password

XRaySpeX — Thu, 20 Aug 2020 16:33:41 GMT

Do "Forgot pwd" using old email addy.
Login with old email addy & change it to new email addy.

Re: lost access to original email for my ee account and have forgotten the password

harrisoneel — Thu, 20 Aug 2020 16:50:33 GMT

the problem is that I dont have access to the old email address:(

Re: lost access to original email for my ee account and have forgotten the password

XRaySpeX — Thu, 20 Aug 2020 19:05:36 GMT

You don't need access to it, just to know what it is.

Re: lost access to original email for my ee account and have forgotten the password

harrisoneel — Thu, 20 Aug 2020 20:15:45 GMT

when using my old email and i click 'forgotten password' , it sends a reset password to to the old email. I can not access this old email

Re: lost access to original email for my ee account and have forgotten the password

XRaySpeX — Thu, 20 Aug 2020 20:18:08 GMT

Ah, OK. I thought it just sent a text to the mobile. You'll need to call CS to change your pwd.

Re: lost access to original email for my ee account and have forgotten the password

harrisoneel — Fri, 21 Aug 2020 08:10:17 GMT

no worries, do you know the proper customer support number? when i phone the 07 and 150 numbers, they only give the option to top up and not actually to speak to a person

Re: lost access to original email for my ee account and have forgotten the password

Christopher_G — Fri, 21 Aug 2020 08:16:04 GMT

Hi @harrisoneel.

You can find all of our contact information on the get in touch help page.

You can also call free through the My EE app.

Chris

Re: lost access to original email for my ee account and have forgotten the password

N_Lincoln — Sun, 28 Nov 2021 13:31:04 GMT

My wife has the same problem. BT shut down her email in July and up until last week she could log in on her phone with Touch ID, then the app went wrong. She now can't log in to gift data to my account. We are thinking of cancelling and going to O2 instead, we can't go into a store because we both work 😞

Re: lost access to original email for my ee account and have forgotten the password

Christopher_G — Sun, 28 Nov 2021 15:36:05 GMT

Hi @N_Lincoln

Welcome to the community.

Has your wife tried speaking to our Mobile Care team? They should be able to help set her online account up again with a different email address.

Chris