topic Re: Can't upgrade due to login loop... in Contracts & Billing

Can't upgrade due to login loop...

Khane — Sat, 30 Nov 2024 18:00:01 GMT

So...

I'm due an upgrade (since august but this problem persists), I login to the EE website, I click the upgrade button to begin, I'm then met with the message "Unfortunately, we couldn't log you in, but you can still buy or upgrade - just choose what you want to do", but I'm already logged in no? Correct, I'm still logged in but I can't get to the upgrade menu, okay I'll try shopping for new instead of upgrade, I get met with the same message "Unfortunately, we couldn't log you in, but you can still buy or upgrade - just choose what you want to do".

I'm stuck in an endless loop of not being logged in, dispite being logged in without any option to upgrade.

Thanks.

Re: Can't upgrade due to login loop...

Michael_D — Sun, 01 Dec 2024 09:14:34 GMT

Hi @Khane

Thanks for coming to the community.

I can understand your frustration at being caught in the loop when you want to get your hands on a new phone.

Have you been able to try clearing the cookies and cache from your browser, or trying from another browser or device to see if that gets you any further?

Do you have the EE app to see if the same thing happens?

Michael

Re: Can't upgrade due to login loop...

Khane — Sun, 01 Dec 2024 15:12:55 GMT

I've tried on Edge, Chrome & Firefox on 2 seperate PCs, Chrome on my android phone and via the EE app on 2 seperate android phones it's the same on all of them, need to login even though I'm logged in.

Re: Can't upgrade due to login loop...

Soapdish928 — Sun, 01 Dec 2024 19:27:42 GMT

Hello Michael,

I'm in the same situation as Khane. I'm ready for upgrade but in the same loop. Have tried multiple browsers, clearing caches, tried the App. All fail with the same loop. Basically the EE backend is ot connected correctly the frontend for clients due upgrades.

I don't want to go to store. I don't want to upgrade by speaking to a representative. Especially when the prices quoted on the phone are the most expensive combinations.

Basically the EE website is broken. Unless I can buy an upgrade online, I'm going to have to leave EE and head back Vodafone.

Please sort this out. It's a joke.

Re: Can't upgrade due to login loop...

Cookie7049 — Mon, 02 Dec 2024 14:31:43 GMT

Hi,

I'm having the same issue as well tried different browsers and still no joy.

I did speak to the EE guide but hasn't fixed the issue.

Re: Can't upgrade due to login loop...

Khane — Wed, 11 Dec 2024 16:38:15 GMT

Bump

Re: Can't upgrade due to login loop...

Peter_W — Wed, 11 Dec 2024 18:43:01 GMT

Hi again @Khane, with this issue are you noticing similar if you try to view other areas of your account, or is it only when opting to upgrade?
Peter

Re: Can't upgrade due to login loop...

Khane — Thu, 12 Dec 2024 01:05:19 GMT

Essentially anything to do with the shop, can't upgrade, can't even view what's availble in new devices or sim deals.
There's something wrong with the website as mentioned by Soapdish928 above.

Re: Can't upgrade due to login loop...

Leanne_T — Thu, 12 Dec 2024 10:55:15 GMT

Hi @Khane

Thanks for coming back to us.

Do you get an error message when trying to view upgrade details and new devices?

How long has this been happening?

Have you tried another web browser?

Thanks 🙂

Leanne.

Re: Can't upgrade due to login loop...

Khane — Thu, 12 Dec 2024 17:19:50 GMT

Not to sound rude, but all of your questions were answered above.

Re: Can't upgrade due to login loop...

Leanne_T — Thu, 12 Dec 2024 17:26:04 GMT

Hi there @Khane

I am sorry this was missed when I replied to you and appreciate you coming back and letting me know.

If this has been happening on different browsers, we would need to get this looked into in more detail. Please give us a call on 150 if you have not already, and the team will get this checked to see what could be causing this error to show when you are logged into your EE account.

Please let me know how you get on 🙂

Leanne.

Re: Can't upgrade due to login loop...

Leah0374 — Mon, 20 Jan 2025 10:49:53 GMT

The website obviously still hasn't been fixed as I'm experiencing exactly the same problem as Khane and others.

Re: Can't upgrade due to login loop...

itskieran — Wed, 29 Jan 2025 21:27:31 GMT

It's been doing this for years. Tbh you can get better deals that aren't available online if you call 150, speak to the sales/retention department, and complain that you can't do it on the app or website.

Just searching the error message brings up so many threads from this very forum, yet the response from EE is the same every time. It seems to break a few weeks before the contract ends, as I checked and it was working a few weeks ago.

Re: Can't upgrade due to login loop...

mrufek — Wed, 05 Feb 2025 06:54:03 GMT

Same issue here, tried Chrome, Edge and the app on my mobile. I'm getting the same "unfortunately we couldn't log you in" message. I'd easier to switch to another provider than to get an upgrade from ee. What a shame, a tech company with a broken website for moths, if not years...

Re: Can't upgrade due to login loop...

Leanne_T — Wed, 05 Feb 2025 09:26:58 GMT

Morning @mrufek

Thanks for coming to the community.

If this has been happening on different browsers, we would need to get the account looked into to see what could be causing this error message. Please call our technical support guides on 150 and they will run some troubleshooting to let you know what is needed for you to upgrade online.

Leanne.

Re: Can't upgrade due to login loop...

andrenaf73 — Thu, 05 Jun 2025 08:44:16 GMT

I keep trying and get the same for any of my accounts as have sim only contact and would like to upgrade amd hate sitting in shop or doing it via phone , thats why i would prefer ordering online , seems this is an ongoing issue thatvmay never be resolved

Re: Can't upgrade due to login loop...

Peter_W — Thu, 05 Jun 2025 11:05:25 GMT

Good afternoon @andrenaf73.

Thanks for reaching out to us here on the Community 😊

If you haven't already, can you please try logging in from a different device or browser?

It's worth giving this a try in a private browsing window too, as this can help us rule out it being an issue wit your browser settings.

Peter

Re: Can't upgrade due to login loop...

andrenaf73 — Thu, 05 Jun 2025 11:37:24 GMT

Tried different browsers on tablets , mobile , pcs , laptop nothing works

Re: Can't upgrade due to login loop...

Peter_W — Thu, 05 Jun 2025 11:50:32 GMT

Thanks for checking that @andrenaf73.

If you're continuing to struggle from there, we'll need to run some checks on how everything is set up at our end, and if needs be raise a ticket for further investigation from there.

If you get in touch with our technical team, they'll be able to help you get this checked out.

Peter