topic Re: Cannot login in Contracts & Billing

Cannot login

Maiwhiting99 — Fri, 13 Feb 2026 08:12:25 GMT

Hi! I have tried countless times to login but due to using a different last name to what was registered with the company it will not allow me to log in unless I call or visit a store (unable to do this due to being in Vietnam). Santander cut off my bank card for other reasons which meant my EE contract was not being paid. I got a letter at home which said I owed nearly £200 so I sent it over via a bank transfer. I then received another letter 2 days ago threatening that debt collectors were going to go to my house because there was still an outstanding payment but I had paid it the first time. I’m concerned because if I could just get onto my EE account I would be able to pay with another card but I can’t.

my name is annie ***** and I used annie *** to login (that’s my preferred name). See pictures below

[mod edit: removed personal details from the community]

Re: Cannot login

bristolian — Fri, 13 Feb 2026 08:07:46 GMT

You should be able to make a manual payment either via Fast Payment online, or via the 150 IVR (menu system)

https://ee.co.uk/bills-payments/mobile/fast-payment

Allow 24clear hours from payment being cleared, to a suspended phone being reactivated.

Re: Cannot login

Chris_B — Fri, 13 Feb 2026 08:14:22 GMT

@Maiwhiting99 you’ll probably find the second letter was sent at around the same time that you made the payment, so obviously when this is in the post and you’ve paid it cannot be stopped.

Re: Cannot login

Maiwhiting99 — Sat, 14 Feb 2026 02:42:40 GMT

I can’t call 150 due to being in Vietnam and I can’t make any online payments as I cannot log in to my account due to using a different surname to that I signed the contract with.

Re: Cannot login

Maiwhiting99 — Sat, 14 Feb 2026 10:05:49 GMT

The second letter was dated the 5th February and the payment was made 29th Jan. so if I’m allowing 24hours for the payment to go through then latest the money would have gone through was the 30th. I just need to get into my account. If anyone is able to confirm that annie *****and annie ****** is the same person then I’d be able to get on and just pay differently rather than the direct debit. I’m also concerned that clearly the money hasn’t gone through so I DO NOT want debt collectors going to my home or my credit file being damaged despite clear evidence I’ve paid.

[Mod edit - removed surnames. Please do not post personal details in the community]

Re: Cannot login

Schockwave — Sat, 14 Feb 2026 10:05:00 GMT

@Maiwhiting99 We cannot access your account from this public forum, you will have to contact them by other means such as the number in my signature using either a web based app or another phone, we cannot help you here.

Re: Cannot login

Michael_D — Sat, 14 Feb 2026 10:19:42 GMT

Hi @Maiwhiting99

The link that @bristolian gave above will allow you to make a card payment without needing to login. It just needs your mobile number and card details.

If you have already paid by BACS, I wouldn't make a payment without checking it with our customer service guides first of all, as there is a chance that the payment has crossed with the letter, especially if the payment was made to EE and the letter came from the debt collectors.

As @Schockwave has mentioned, we don't have access to your account from here, so we cannot see your payment history or the names that are linked to your EE ID.

The only option will be to give our customer service guides a call so they can bring up your account and help.

Michael

Re: Cannot login

Maiwhiting99 — Sat, 14 Feb 2026 13:13:46 GMT

Hi, I cannot call customer service - have already explained that due to being in Vietnam I am unable to make the phone call. I message customer support on twitter (X) and got no response, I’ve emailed and have got no response and I cannot access my account to speak to someone on the live chat. Prior to the letters being deleted, the letter warning me about debt collectors came from EE itself. I have no way of checking if the money has been sent via BACS because I physically cannot speak to anyone and I have tried with the means available to me. Can you recommend a web based app to make the phone call please? After reading some online forums I’m not sure what is best to work.

Re: Cannot login

Schockwave — Sat, 14 Feb 2026 13:48:27 GMT

@Maiwhiting99 , as we have already explained, we have no account access, we have read you are in Vietnam, but if you check the contact us, there is a postal address, but that would take too long to get here. I do not know what web based app there is to contact customer support, it used to be Skype, but that is no more, you will have to have a look yourself or use another phone to contact customer support, there is a free number, which may or may not work, as you can see in my signature.

There is no email address to write to customer support, unless they specifically give you one. I doubt that X is the way to try and contact them.

Re: Cannot login

Maiwhiting99 — Sun, 15 Feb 2026 03:05:28 GMT

Hi, in your first message you said I can get in touch using a web based app and now you’re saying there is no web based app to use? Why would you recommend it, if you know I can’t do that?

Again when I’ve read online forums people have been able to speak to people via X so that has worked for some so I tried it.

Re: Cannot login

Schockwave — Sun, 15 Feb 2026 10:46:40 GMT

@Maiwhiting99 , I did not say that, Skype is not available, but there may be other ones you could use, if you find one, just that Skype has discontinued their app. I have no idea about X, as when I need help from customer support, which is extremely rare, then I ring them and speak to them. Sorry cannot help more than what I have suggested.