topic Re: Trouble logging into account - Can't access invoices in Contracts & Billing

Trouble logging into account - Can't access invoices

mjmpainters — Tue, 16 Jan 2024 11:03:40 GMT

Can someone help please? I have tried logging into our account on several occasions and have be notified by a message that states 'We're working on it - We're just getting things ready behind the scenes. Please wait a minute then refresh the page.' I have tried doing just that but nothing changes. I can't log in on the app either. This has been a problem for us for the last two weeks. We cannot access our invoices for our accounts.

Re: Trouble logging into account - Can't access invoices

Leanne_T — Tue, 16 Jan 2024 13:15:55 GMT

Hi @mjmpainters

Thanks for coming here.

What happens when you try and log into the app?

Have you tried removing and reinstalling the app?

Leanne 🙂

Re: Trouble logging into account - Can't access invoices

mjmpainters — Tue, 16 Jan 2024 13:31:17 GMT

This is what happens when I try and log into the app:-

I have tried deleting the app and logging on again and the same thing happen.

This is what happens when I try and log on to the account on my laptop:-

Re: Trouble logging into account - Can't access invoices

Leanne_T — Tue, 16 Jan 2024 13:38:30 GMT

Thanks for coming back to me @mjmpainters

The error message showing in your EE account online and when logging into the EE app need investigated and if needed a support ticket raised to the relevant team to get this looked into. This can be completed by our tech guides by calling 150.

Leanne 🙂

Re: Trouble logging into account - Can't access invoices

mjmpainters — Mon, 05 Feb 2024 11:26:20 GMT

I rang 150 on Friday and was told that this is currently as ongoing situation with the website and the app apparently which is being worked on. I requested copies of the invoices that I am currently outstanding and was told that they would be sent via email, I supplied our company email address for this to happen. As of today I am STILL waiting for those invoices to be sent! I'm not ringing again and spending valuable time chasing information like this all because EE can't get their website to work correctly. We won't be renewing our contract when it expires.

Re: Trouble logging into account - Can't access invoices

Leanne_T — Mon, 05 Feb 2024 12:10:18 GMT

Hi @mjmpainters

I am sorry to hear you have not received the invoices, if you can get in touch with our mobile guides again when you get the chance, they will help you with the copy bills.

Leanne.

Re: Trouble logging into account - Can't access invoices

cowan2020 — Thu, 29 Feb 2024 10:51:50 GMT

I've been trying for over a week to access my EE invoices but getting the same error message.

If there is a known problem then I would expect EE to proactively manage the situation and contact me.
Not wasting my time sorting out EE website problems - just won't renew our contract

Re: Trouble logging into account - Can't access invoices

Leanne_T — Thu, 29 Feb 2024 13:46:28 GMT

Hi @cowan2020

I am sorry to hear you are unable to access the bills.

Do you get the same message when accessing the EE app and EE account online?

Have you recently joined EE or made any account changes?

Leanne 🙂

Re: Trouble logging into account - Can't access invoices

STEWART30 — Thu, 29 Feb 2024 14:23:21 GMT

I have had the same issue for months. I have been moved over to mobile manager which is not a business site but a consumer.

You can see you bills and usage but cant do anything else like put add-ons to users etc.

EE have admitted that they are unlikely to get a business site up and running for a long time if ever.

They clearly do not want business customers.

They have gone back to pre-millenium on this and now expect you to ring up for anything you require and spend half your life on hold or going through the tedious security.

Absolute joke of a company and we are looking to move 25+ lines away asap

Re: Trouble logging into account - Can't access invoices

ks68B — Fri, 01 Mar 2024 11:46:13 GMT

When trying to log into my account on-line for the past 3 months I get the following message "We're unable to retrieve your account details right now Log out and then Log in again". I have used chat and been given a copy of 2 of the invoices but this takes so long - unacceptable for a business that needs VAT Invoices every month. Is this situation being dealt with?

Re: Trouble logging into account - Can't access invoices

JonathanBM — Fri, 01 Mar 2024 13:28:14 GMT

1 March 2024 experiencing the same problem, both in app & on line

Re: Trouble logging into account - Can't access invoices

ks68B — Fri, 08 Mar 2024 13:20:54 GMT

Re: Trouble logging into account - Can't access invoices

ks68B — Fri, 08 Mar 2024 13:21:17 GMT

Still an on-going issue!

Re: Trouble logging into account - Can't access invoices

Leanne_T — Fri, 08 Mar 2024 14:15:54 GMT

Hi @ks68B

Have you reported the error to our mobile guides? They will get this looked into for you.

Leanne.

Re: Trouble logging into account - Can't access invoices

Latics — Tue, 19 Mar 2024 09:17:29 GMT

I cannot download invoices seems to be ongoing problem.

Any chance of ever getting this sorted?

Re: Trouble logging into account - Can't access invoices

ks68B — Tue, 19 Mar 2024 10:44:59 GMT

No, I was not advised to do so when using Chat. I was told that this is a known problem which will be sorted. Here I am again, another month on and still not able to get invoices!!! I can't keep doing this every month! How do I report problem to mobile guide?

Re: Trouble logging into account - Can't access invoices

mjmpainters — Tue, 19 Mar 2024 10:54:01 GMT

This has been an ongoing frustrating problem since I reported on here back in January this year. I resorted to phoning EE up and being put through to someone who kindly emailed me the invoices that I required, however I am now back to square one yet again as I still cannot log on to download the new ones. I don't have the time to ring EE every month and hold on the phone for ages just to get a copy of an invoice. I have even thought about going down to the EE shop to get copies printed but in all honesty I don't see why I should have to do that for such a simple task.

As a company who regularly advertises their products in the media as being all bells and whistles this sort of ongoing issue doesn't bode well? I certainly will not be recommending EE to anyone simply because this issue cannot be resolved. We are trying to run a business here and part of that business entails providing timely invoices! We won't be renewing with EE once our contract lapses and will go to a provider that can provide the basics in terms of paperwork.

Re: Trouble logging into account - Can't access invoices

mjmpainters — Tue, 19 Mar 2024 11:06:29 GMT

I have just spoken to someone at EE who said they are more than aware of the ongoing issue and that at present there doesn't seem to be a timescale to when it is going to be fixed. He said that he is receiving many phone calls about the issue. He kindly emailed me the invoices that I am outstanding however this is the process that I am going to have to employ for now to get hold of them, which is tedious! What I find truly amazing however is that even though they can't fix this issue within seconds of putting the phone down I was bombarded with text messages asking for my feedback on the call, they can get this right so it seems - pity the same rule doesn't apply to their website - shocking customer service!

Re: Trouble logging into account - Can't access invoices

Leanne_T — Tue, 19 Mar 2024 12:18:28 GMT

Hi @ks68B

We’re aware of a small number of user who are having problems accessing their bills online. Our support teams are investigating this and working to fix it as soon as possible.

In the meantime, please try using the EE app, EE Online desktop site or you can text for details on your account please see our What is the Text Service for Pay Monthly? Help page.

If you still can’t access your bills, and you need information urgently, please give us a call on 150.

Leanne.

Re: Trouble logging into account - Can't access invoices

mjmpainters — Tue, 19 Mar 2024 12:27:50 GMT

With all due respect I have tried all of the above that you have suggested but to no avail. I can only assume that @ks68B will also experience the same - its absolutely impossible!!!!!!