topic Re: Billing and account log in/app issues in Contracts & Billing

Billing and account log in/app issues

Evans2011 — Tue, 03 Sep 2024 20:16:54 GMT

Unable to pay bills online through the app since beginning of August, no access to my online account. Contract ran out in August but haven't upgraded. Have 2 mobile accounts with EE, only way I'm able to pay is by phoning them, can't check data usage or anything? Updated, deleted, reinstalled app but all it does is take me to website through app store but doesn't let me view my bills or make payments. Same message this month on screen as last month?

Re: Billing and account log in/app issues

Michael_D — Wed, 04 Sep 2024 11:24:12 GMT

Hi @Evans2011.

Thanks for coming to the community.

I know how important it is to be able to manage your account online.

What is the error that you see when you try to access the account? Is it the same error on the website and the app or different?

Michael

Re: Billing and account log in/app issues

admiral33 — Mon, 16 Sep 2024 14:45:02 GMT

I also am unable to acces my account - app and online not working

Re: Billing and account log in/app issues

admiral33 — Mon, 16 Sep 2024 14:46:00 GMT

Re: Billing and account log in/app issues

Lesley_W — Mon, 16 Sep 2024 16:46:37 GMT

Hi @admiral33

Thanks for coming to our community.

I'm sorry to see you're having issues, how long has this been happening?

Lesley

Re: Billing and account log in/app issues

admiral33 — Mon, 16 Sep 2024 17:56:19 GMT

For over 2 weeks

Re: Billing and account log in/app issues

admiral33 — Mon, 16 Sep 2024 17:58:10 GMT

Re: Billing and account log in/app issues

Peter_W — Tue, 17 Sep 2024 11:24:21 GMT

Thanks for confirming that @admiral33

Have you tried giving this a go from a different device or browser?

Also have you been able to log in successfully with these details in the past?

Peter

Re: Billing and account log in/app issues

admiral33 — Wed, 18 Sep 2024 08:40:04 GMT

Yes tried on several different browsers and same problem.

Never had a problem before.

Re: Billing and account log in/app issues

Ali_A — Wed, 18 Sep 2024 11:22:03 GMT

@admiral33

As the issue persists, it may be linked to your actual online account. I'd recommend contacting Customer Service team directly on 150 from your EE phone so our guide can check your online access is correctly configured and make any changes required to resolve the issue you are facing.

Ali