topic Re: Re: payment history in Contracts & Billing

Re: payment history

sreerampillai — Tue, 14 Feb 2023 11:16:35 GMT

When I try to access https://myaccount.ee.co.uk/bills-payments/mobile/payment-history it redirects me to https://myaccount.ee.co.uk/app/dashboard-paym and I cannot access my payment history or download my previous bills. Please try it out yourself and advise me how I can download my previous bills.

Re: Re: payment history

Leanne_T — Tue, 14 Feb 2023 12:16:21 GMT

Hi @sreerampillai

I have logged into my account using the link and can view previous bills in the Bills and Payments menu option, then a drop down option shows to view previous months.

Do you get an error message?

Leanne.

Re: Re: payment history

sreerampillai — Tue, 14 Feb 2023 12:34:01 GMT

I don't see any error messages. In the app/dashboard-paym, I can see 3 notifications. (Pay your bill / Book your annual device check-up / See roaming costs).

Below the notifications, I can see Data usage and Upgrade as two boxes.

Below that I can see 3 boxes (Add-ons & Extras / What's new / Account Settings)

In the top right Menu option, I cannot see anything about billing, but just (Data and usage / Offers and upgrades / Plan / Add-ons & Extras / Account settings / Get in touch / Logout).

When I go to Plan, it shows 'Plan details'. I can then see a 'Plan billing history' link. When I click on it, I am sent back to app/dashboard-pam page again.

Basically, I am going round in circles. It's the same when I try from the iPone App too. I get sent to an in-app browser and it shows me the same dashboard and takes me round the same circle. You seem to have some redirects that is stopping me from see the payment-history page, and sending me back to the dashboard.

Re: Re: payment history

sreerampillai — Tue, 14 Feb 2023 12:37:25 GMT

Hi @Leanne_T ,

I don't see any error messages. However, in the app/dashboard-paym webpage, I can see 3 notifications. (Pay your bill / Book your annual device check-up / See roaming costs).

Below the notifications, I can see Data usage and Upgrade as two boxes.

Below that I can see 3 boxes (Add-ons & Extras / What's new / Account Settings)

In the top right Menu option, I cannot see anything about billing, but just (Data and usage / Offers and upgrades / Plan / Add-ons & Extras / Account settings / Get in touch / Logout).

When I go to Plan, it shows 'Plan details'. I can then see a 'Plan billing history' link. When I click on it, I am sent back to app/dashboard-pam page again.

Basically, I am going round in circles. It's the same when I try from the iPhone App too. I get sent to an in-app browser and it shows me the same dashboard and takes me round the same circle. You seem to have some redirects that is stopping me from seeing the payment-history page, and sending me back to the dashboard.

Re: Re: payment history

Leanne_T — Tue, 14 Feb 2023 12:38:52 GMT

Thanks @sreerampillai

Can you try clearing cookies and cache and opening My EE using this link in a web browser not using the app, can you view Bills and Payments?

Leanne.

Re: Re: payment history

sreerampillai — Tue, 14 Feb 2023 12:49:06 GMT

Hi @Leanne_T ,

I have cleared cache and cookies and tried in 'new private window' and still have the same issue. I cannot see Bills and Payments as an option, the only thing I can see is the dashboard. If someone can call me on Zoom or Teams, I can show you what I am seeing. I have tried both Chrome and Safari browsers on my MacBook Pro. No luck. There may be something that isn't set up correctly for my account. I am the bill payer.

Re: Re: payment history

sreerampillai — Tue, 14 Feb 2023 12:57:37 GMT

Hi @Leanne_T ,

I also have an EE broadband account, and I don't have any such issue with broadband billing. I can go in a download the bills without any issue. It is the mobile bills that seems to give me problems.

Thanks

Re: Re: payment history

Leanne_T — Tue, 14 Feb 2023 13:05:43 GMT

Thanks for checking this for me @sreerampillai

This will need looked into for you, please call us on 150 and our mobile care team will raise a support ticket for your My EE if needed to get this resolved for you.

Leanne.

Re: Re: payment history

sreerampillai — Tue, 14 Feb 2023 13:43:18 GMT

Thanks @Leanne_T .

Apparently, it was something to do with my login account as I had registered 2 emails. One as bill payer and another with reduced rights to access information. Customer Services removed one email and set me up. Now I can access bills and payments. Thanks for your help in troubleshooting.

Re: Re: payment history

Leanne_T — Tue, 14 Feb 2023 14:01:13 GMT

Great news, thanks for letting me know this is now sorted for you @sreerampillai

Leanne 🙂