topic Re: Cannot add watch sim due to what I assume is a log in issue. in Android Devices

Cannot add watch sim due to what I assume is a log in issue.

Nemoh88 — Fri, 30 Jan 2026 21:30:45 GMT

I have a Full Works plan and a new LTE Smartwatch. I go through the setup to the point where it asks me to Log In to EE to buy/activate the sim for the watch and once I put my Email in I just get the spinning/loading EE symbol thing and nothing else happens. I have left it for nearly an hour so it isn't a case of just waiting. I have also had issues logging into the app etc for days and days. I am really frustrated. Does anyone have any idea or will I just have to ring them in the morning? I will be very frustrated If I am paying for a Full Works plan and won't be able to use one of the features for a while.

Re: Cannot add watch sim due to what I assume is a log in issue.

Chris_B — Sat, 31 Jan 2026 08:38:34 GMT

@Nemoh88 To be clear what watch is it ? And what app are you using to do this ?

Re: Cannot add watch sim due to what I assume is a log in issue.

Nemoh88 — Sat, 31 Jan 2026 08:40:16 GMT

Samsung Galaxy Ultra and the Wear app

Re: Cannot add watch sim due to what I assume is a log in issue.

Chris_B — Sat, 31 Jan 2026 10:07:15 GMT

@Nemoh88 Tr clearing the browser history and cookies and try again.

Re: Cannot add watch sim due to what I assume is a log in issue.

Nemoh88 — Sat, 31 Jan 2026 10:09:32 GMT

Tried that. Tried all the solutions I can think of including reinstalling everything. I assume it is connected to EEs issue with some accounts at the moment but it really isn't good enough. At the moment I can't manage my account and have to ring them to do anything on it and now can't use the LTE features on my phone I just bought. I have been told they haven't a clue when these issues will be fixed either.

Re: Cannot add watch sim due to what I assume is a log in issue.

Schockwave — Sun, 01 Feb 2026 13:32:03 GMT

@Nemoh88 , I would ask costumer siervice to refresh your account and then register again with the app, that usually solves the problem.

Re: Cannot add watch sim due to what I assume is a log in issue.

admfisher14 — Thu, 19 Feb 2026 22:12:51 GMT

I am also having this issue, did you find a solution

Thanks in advance

Re: Cannot add watch sim due to what I assume is a log in issue.

Ritu_D — Fri, 20 Feb 2026 08:46:02 GMT

Hi @admfisher14

Welcome to the community.

I am gutted to hear you are facing some issues with your watch.

Could I ask what watch and phone you have and what issues are you experiencing?

Thanks

Ritu

Re: Cannot add watch sim due to what I assume is a log in issue.

Nemoh88 — Fri, 20 Feb 2026 09:32:07 GMT

Nope. I phoned them and their answer was "it's probably the issue with your account that is also affecting loads of other people and you'll just have to wait"

I'm very unhappy with them at the moment. I have to ring up to do anything with the account at the moment, I can't even check my bill. I bought a new watch to make use of the LTE function and can't do it. YET I am getting bombarded with sales call and sales pitches at the end of every phone call. Apparently upgrading and purchasing features are totally fine but I just can't do anything I wanna do or ise the features I pay for.

Re: Cannot add watch sim due to what I assume is a log in issue.

admfisher14 — Fri, 20 Feb 2026 09:38:15 GMT

Same watch, phone is an S23+, currently trying with texh support to figure something out.

All the has happened so far is I now get even less distance through the set up process with error code -7, which seems to have stumped at least level 1 support, they are calling me back later will keep updated

Re: Cannot add watch sim due to what I assume is a log in issue.

admfisher14 — Fri, 20 Feb 2026 09:41:50 GMT

If they have acknowledged it is their issue and they are aware of it they should give you some form of discount as you are technically in a contract that was mis sold to you because they can't provide all the features they claimed

Just a thought

Re: Cannot add watch sim due to what I assume is a log in issue.

Ritu_D — Fri, 20 Feb 2026 09:45:22 GMT

Thanks for coming back to me @admfisher14

I understand how frustrating it is waiting for a resolution, it sounds like it may be getting passed to our level 2 team to investigate further.

Please keep us updated when they call you back.

Take care

Ritu

Re: Cannot add watch sim due to what I assume is a log in issue.

admfisher14 — Thu, 26 Feb 2026 09:00:14 GMT

My watch is now working.

It required a reset on my end (which is fine because you backup just before reset and restore once it's working).

There was also a lot of things done on EEs side one of which was set up a watch sim for me.

Re: Cannot add watch sim due to what I assume is a log in issue.

Ritu_D — Thu, 26 Feb 2026 09:54:50 GMT

Hi @admfisher14

Thank you so much for coming back to us and letting us know the outcome.

It's great to hear everything is now up and working.

Have a great day.

Ritu

Re: Cannot add watch sim due to what I assume is a log in issue.

Nemoh88 — Tue, 03 Mar 2026 14:34:13 GMT

Lucky you. Mine still isn't sorted. Good old EE.

Re: Cannot add watch sim due to what I assume is a log in issue.

Maisie1709 — Fri, 13 Mar 2026 13:49:54 GMT

Same thing here, dreadful service, ee..you need to do better!!

Re: Cannot add watch sim due to what I assume is a log in issue.

Chris_B — Fri, 13 Mar 2026 14:03:55 GMT

@Maisie1709 and have you spoken to customer support Support about this issue ?

Re: Cannot add watch sim due to what I assume is a log in issue.

Maisie1709 — Fri, 13 Mar 2026 14:11:30 GMT

Yes, today, they have no answer, they said to try calling back in a week. I
am very familiar with Samsung phones, Samsung lte watches, EE apps and
setting everything up. Very disappointed and dissatisfied with EE. I have
an Samsung Galaxy watch 6 lte, a Samsung Galaxy s24 phone, an ee phone plan
at £36 a month, I expect to be able to add a watch plan at whatever the new
price is...£9 a month!

Re: Cannot add watch sim due to what I assume is a log in issue.

Rach_H — Fri, 13 Mar 2026 16:31:03 GMT

Hi @Maisie1709,

Welcome to the Community!

I'm sorry to hear about the trouble you're having. Did the team advise why you needed to call back next week? Have they raised a fault on your account to get this looked into?

Rach

Re: Cannot add watch sim due to what I assume is a log in issue.

Maisie1709 — Fri, 13 Mar 2026 16:40:33 GMT

Hi there, they said they were looking into the problem, and for me to call them a week from today. They mentioned they definitely had a problem , but no I don't think I got any raised complaint confirmation.