topic Re: Can’t access my EE Perk account in Archived Posts

Can’t access my EE Perk account

RB1977 — Mon, 20 Sep 2021 07:25:41 GMT

Good morning. I have tried to access my EE perk account but wasn’t successful. I have asked for a message sent to reset the code but never got one however my works email has slightly changed now so I am wondering if that’s the issue and if so how can I sort this out as I’m wanting to sort a nee contract out

Re: Can’t access my EE Perk account

Leanne_T — Mon, 20 Sep 2021 08:43:13 GMT

Hi @RB1977

Thanks for coming to the community.

If your email address has changed, we would need to reset your account.

To do this I've sent you a private message for some details 🙂

Speak soon.

Leanne.

Re: Can’t access my EE Perk account

RB1977 — Mon, 20 Sep 2021 09:27:15 GMT

Thank leanne. I’ve replied to your message.

Re: Can’t access my EE Perk account

Leanne_T — Mon, 20 Sep 2021 09:39:29 GMT

Hi @RB1977

Sorry I don't have the message, could you reply on the community private message and not by email for me 🙂

Leanne.

Re: Can’t access my EE Perk account

RB1977 — Mon, 20 Sep 2021 09:44:49 GMT

Hi leanne.

my works email address is

*****************************

if you need anything else please let me know

[mod edit: removed personal details from the forum]

Re: Can’t access my EE Perk account

RB1977 — Tue, 21 Sep 2021 13:06:01 GMT

Hi Leanne. I’ve just tried again and it’s saying I have an account but it won’t let me access it.

[mod edit: image rejected due to it containing personal information]

Re: Can’t access my EE Perk account

RB1977 — Tue, 21 Sep 2021 12:59:29 GMT

Thank Leanne. I will wait to hear back from you.

Re: Can’t access my EE Perk account

Leanne_T — Tue, 21 Sep 2021 13:00:28 GMT

No problem @RB1977

Thanks very much 🙂

Leanne.

Re: Can’t access my EE Perk account

RB1977 — Tue, 21 Sep 2021 13:34:37 GMT

Re: Can’t access my EE Perk account

RB1977 — Tue, 21 Sep 2021 13:36:36 GMT

Hi leanne.

Not sure if you got the pictures with the information that your requested as i got a message to say someone had removed then pictures due to them containing private information. would it not be easier to just speak on the phone or is that not possible? Sorry but not used this before so all very new to me

Re: Can’t access my EE Perk account

Leanne_T — Tue, 21 Sep 2021 13:43:17 GMT

Hi @RB1977

I got the details thanks, however we can't accept them on the community as they contain personal details.

I will be in touch when I hear back from the Perk team 🙂

Leanne.

Re: Can’t access my EE Perk account

Leanne_T — Wed, 22 Sep 2021 11:01:35 GMT

Hi there @RB1977

Thanks for all the details 🙂

Your account has now been reset you can register for a new account now.

Leanne.

Re: Can’t access my EE Perk account

RB1977 — Wed, 22 Sep 2021 11:10:34 GMT

Hi Leanne. I’ve just received your message to say my account has been reset and I have followed the process, had the link sent to my works address to confirm. I’ve done that and then tried to log into my account and it’s saying my password is incorrect when it’s not and now it’s been locked for 24 hours as I’ve reached the maximum attempts. This is proving very difficult to resolve

Re: Can’t access my EE Perk account

Leanne_T — Wed, 22 Sep 2021 11:12:56 GMT

Hi @RB1977

Thanks for coming back to me.

Can you try again after 24 hours and let me know how you get on?

Leanne.

Re: Can’t access my EE Perk account

RB1977 — Wed, 22 Sep 2021 11:16:36 GMT

Hi Leanne.

yes I will try again tomorrow and see if it works. I just don’t understand why it’s so difficult but hey ho🤣 I know the password I entered is correct as well

Re: Can’t access my EE Perk account

Leanne_T — Wed, 22 Sep 2021 11:20:55 GMT

Hi @RB1977

If you can try clearing cookies and cache and enter the same email address you used to register.

Let me know how you get on 🙂

Leanne.

Re: Can’t access my EE Perk account

RB1977 — Wed, 22 Sep 2021 12:00:29 GMT

Hi Leanne.

no idea how you clear the cookies and cache. It’s just saying the account has been locked for 24hrs.

Re: Can’t access my EE Perk account

Leanne_T — Wed, 22 Sep 2021 12:02:37 GMT

Thanks @RB1977

Please try again in 24 hours.

If you go to your internet settings on the device, you will see clear cookies and cache if you do this tomorrow and try again.

Leanne.

Re: Can’t access my EE Perk account

RB1977 — Fri, 24 Sep 2021 10:05:37 GMT

Morning Leanne. I’ve now managed to get into my EE perks, reset my password again and got the link working fine so just wanted to drop you a text to say thank you for all your help.

Re: Can’t access my EE Perk account

Leanne_T — Fri, 24 Sep 2021 10:07:28 GMT

Amazing news @RB1977

Thanks for letting me know 🙂

Leanne.