topic Re: Trying to order, but invalid email? in Orders

Trying to order, but invalid email?

geo637 — Mon, 17 Mar 2025 23:39:33 GMT

Hi - trying to activate an EE one subscription as an EE broadband customer.

When trying to go through the checkout process, on the first page (About You) I get an error about an invalid email address, nowhere on the page has it asked me to confirm any email address, hence my confusion. This prevents me from moving on to complete my order.

My EE account has my email attached, and they have sent emails to that email before so it can't be invalid for that reason.

Thanks in advance for any help.

Re: Trying to order, but invalid email?

Michael_D — Tue, 18 Mar 2025 10:36:32 GMT

Hi @geo637

Welcome to the community.

It is a little strange that it is not accepting your email address, especially if it is already linked to your broadband account.

Can you try to clear the cookies and cache from your browser to see if that helps, and try another browser or device if possible?

If you still see the same error, it is worth speaking to our sales team, who can help to get a mobile SIM added for you.

Michael

Re: Trying to order, but invalid email?

geo637 — Wed, 19 Mar 2025 01:42:00 GMT

Hi, thanks for your reply. I got it sorted through the Sales Team.

I believe the issue was caused by my email not being stored in my EE account profile (despite my email being my username to log in). I can’t change it myself as it needs to send a verification code to the original email (which doesn’t exist in EE systems?!) it’s all very confusing. Just wondering if you knew which department I can contact for account changes?

Many thanks

Re: Trying to order, but invalid email?

Chris_S — Wed, 19 Mar 2025 09:28:59 GMT

Hi @geo637 Thanks for letting us know that you managed to get it all sorted with the Sales team 🙂

I'm sorry to hear that you're having trouble adding your email address to your My EE account.

Could you try following these steps and let me know if you manage to get the email address added please?

Log in to EE and go to Your profile.
Click Edit next to First name, Last name or Email address.
Enter the new details and click Save.

Chris S

Re: Trying to order, but invalid email?

geo637 — Wed, 19 Mar 2025 09:31:52 GMT

Hi Chris,

This doesn’t work. It needs to send a verification code to my original email to initiate a change, but there is no original email on my profile so I get an error message as shown in my above message.

Is anyone at EE able to fix this for me?

Thanks

Re: Trying to order, but invalid email?

Chris_S — Wed, 19 Mar 2025 09:49:31 GMT

Thanks for letting us know @geo637

I'd recommend getting in touch with one of our guides over the phone, as they'll be able to access your account and look at editing your details.

To speak to a guide, you'd just need to dial 150 from an EE phone, or 07953 966 150 from any other phone.

You can find a link to our contact us page here
Chris S