topic Re: Cannot see my bill in Contracts & Billing

Cannot see my bill

JZW_2025 — Sat, 06 Sep 2025 15:37:41 GMT

I have been with EE for several months now and they are very efficent at taking my payment. However every time I try to see my detailed bill I get various versions of "cannot show bill". I have tried on the website and on the app on my android 'phone and have never been able to access the details.

From the number of variations of this post on other threads I am far from alone with this. I really would like to know what I am paying for in some detail if this is possible.

Re: Cannot see my bill

Chris_B — Sat, 06 Sep 2025 20:54:11 GMT

@JZW_2025 Have you spoken with customer support about this issue ?

Re: Cannot see my bill

Michael_D — Sun, 07 Sep 2025 08:50:09 GMT

Hi @JZW_2025

Thanks for coming back to the community.

If you are seeing the same thing on the app and the website, it does sound like it would be something at account level.

If you give our tech guides a call, they can have a look at how the account is set up, and if it appears correctly but still isn't working, they can raise a ticket to have this investigated further.

Michael

Re: Cannot see my bill

JZW_2025 — Sun, 07 Sep 2025 09:57:31 GMT

OK I can now see my bill on the app, which is a first. I cannot find my way through the website again to the point where I am able to try to access my bill there, but at least I have access from my smartphone.

Re: Cannot see my bill

Lesley_W — Sun, 07 Sep 2025 11:57:58 GMT

Thanks for the update @JZW_2025

Are you able to log in online ok? Is it just navigating to the bill section you are having trouble with?

Lesley

Re: Cannot see my bill

JZW_2025 — Sun, 07 Sep 2025 15:35:33 GMT

Thanks for reacting.

I can log in online OK, I just cannot find the route to attempt to read my bill. I've got there in the past but I'm not sure which sequence I took. When I did get to try to look at my bill all I got was the two dots above each other swapping places which appear to be the EE equivalent of holding music.

This has happened several times, today on the app was the first time I had seen details since I switched my broadband from BT to EE.

Minor but slightly annoying problem.

Re: Cannot see my bill

Rach_H — Mon, 08 Sep 2025 11:10:22 GMT

It's great to hear that you're now able to see your bill in your app @JZW_2025.

If you go to Manage > Billing, when you log in online, then you should be able to see your bills and download these. The Manage option is in the top right right of the page.

If you do find that you're still having trouble then try clearing your cookies and cache.

Rach

Re: Cannot see my bill

JZW_2025 — Mon, 08 Sep 2025 17:48:09 GMT

After logging on and clicking on manage I get this page (not all shown in this clip). Nowhere can I see how to view my bill. A bit further down is some text saying "download the app" but this only for smartphone use.

I am probably missing something but I cannot see what.

Thanks for responding.

Re: Cannot see my bill

Michael_D — Tue, 09 Sep 2025 07:07:45 GMT

That looks like it is not picking up the account @JZW_2025.

Are you using the same email address and password?

What happens if you try to click on the option to link a product?

Michael

Re: Cannot see my bill

JZW_2025 — Tue, 09 Sep 2025 07:52:59 GMT

@Michael_D

After a bit of comparison between logging on with windows and the Android smartphone it appears that the EE system is case sensitive about my email address. If I use the same case on both (same spelling, just the initial letter differant case) and the same password (which was all in the same case anyway) I can view the total of my bill and when I click on the "View your bill" link I get to a page which does (eventually!) show the details.

Outlook does not appear to care about cases which is why I have never had this problem before. It must have been predictive text that made the initial letter upper case when I set up my account.

Thank you for your help.

Re: Cannot see my bill

Michael_D — Tue, 09 Sep 2025 08:17:26 GMT

Thanks for the update @JZW_2025.

I'm glad to hear it is working for you when you have tried the lowercase letters.

Take care and have a great day.

Michael