topic Re: Unable to Link Business Line to EE App or Online Account (Since Nov 2024) in Small Business

Unable to Link Business Line to EE App or Online Account (Since Nov 2024)

dwadetheceo — Wed, 24 Sep 2025 07:19:15 GMT

Hello EE Team,

I’ve been an EE Business customer since November 2024, and for almost a year I have been unable to link my business product and line to the EE app or my online account.

Because of this, I cannot:

View or download my bills
Manage my account details easily
Access the same online services that personal customers get

I’ve raised this multiple times and was told it should be resolved, but nothing has changed. For nearly a year I’ve had no proper online access to my business account, which is unacceptable given the amount I pay monthly.

Can someone escalate this issue urgently and confirm when EE Business customers will finally be able to link their products to the app and access their bills online?

This is causing real inconvenience, and I would appreciate a clear solution or timeline.

Thank you,

Dwayne

[Mod edit: Removed surname and business name]

Re: Unable to Link Business Line to EE App or Online Account (Since Nov 2024)

Cananybodyhelp — Tue, 23 Sep 2025 22:41:46 GMT

Hello.

did this get resolved.

I am looking into this as I have the same issue. I have a concern that when I went into the store, they. Is handled my information and possibly set up a profile misusing my identification and someone within EE is blocking even EE themselves from linking your product. I believe this could be something that needs incestigsting but you will find EE dont care. It is really suspicious. Have you put in a request under GDPR for all of your personal information to be scraped from the business?

im interested if it got resolved. Or wether anything suspicious has since occurred to your personal or financial information.

thanks.

It doesn’t make sense what is happening with EE.

did you get the sim in store. How did the staff behave?

Re: Unable to Link Business Line to EE App or Online Account (Since Nov 2024)

dwadetheceo — Tue, 23 Sep 2025 23:14:01 GMT

Wow not resolved.

they saying all business customers is experiencing it

I will ask for all my personal to be scrapped.

interesting but I signed up via over the home after failed attempts at the stores.

Re: Unable to Link Business Line to EE App or Online Account (Since Nov 2024)

XRaySpeX — Wed, 24 Sep 2025 01:05:17 GMT

This user discussion forum can have no access to your specific account. You need to raise this with CS.

We can't escalate anything for you but you can. You can make a formal complaint to EE & if you don't get satisfaction after 8 weeks or come to a deadlock you can take it to EE's ADR provider. See Complaints code of practice and here is the Complaints Form .

Re: Unable to Link Business Line to EE App or Online Account (Since Nov 2024)

Cananybodyhelp — Thu, 25 Sep 2025 07:05:52 GMT

Sorry for my typo.

I meant scraped. Get them to scrape the business for your info. That will force them to figure out your profile and account. Go through the GDPR process

You are right. It is affecting all new customers. EE are obviously trying to cover up this issue. So people don’t realise before they sign up.

It’s a bit naughty of EE. I just found out today they were not truthful over the countries included in my contract roaming. I’m seeing the business manager Friday to confront her in store.
Kindest Regards

Vernon

[Mod edit - removed surname. Please do not post full name in the community]

Re: Unable to Link Business Line to EE App or Online Account (Since Nov 2024)

dwadetheceo — Wed, 24 Sep 2025 23:15:30 GMT

It just doesn't make sense how they can't fix this after they were hacked apparently and maybe that's why they're hiding it. Our details was probably hacked too.

Re: Unable to Link Business Line to EE App or Online Account (Since Nov 2024)

XRaySpeX — Wed, 24 Sep 2025 23:43:10 GMT

@Cananybodyhelp : You can get EE to scrape thro' your personal info for you by using the online GDPR Form. It normally takes up to a month but could take up to 3 months.

Re: Unable to Link Business Line to EE App or Online Account (Since Nov 2024)

Katie_B — Thu, 25 Sep 2025 11:57:18 GMT

Hi @Cananybodyhelp.

I am sorry to hear the wrong information has been provided regarding your contract.

It's great to read that you have been able to arrange an appointment with the store, please keep us updated with the outcome following your visit.

Katie

Re: Unable to Link Business Line to EE App or Online Account (Since Nov 2024)

Erfy — Sun, 05 Oct 2025 18:02:12 GMT

I’m experiencing the same issue. It’s been a week since I joined EE Business. I’ve spoken to them over the phone a few times, and each time they come up with a different excuse. This morning, one of the EE guides told me he managed to link my number to the account on their side and said it would show up on the app within a few hours — yet it’s been over eight hours and nothing has changed. I’m not sure what to do at this point.

Re: Unable to Link Business Line to EE App or Online Account (Since Nov 2024)

Katie_B — Mon, 06 Oct 2025 07:17:00 GMT

Good morning @Erfy.

Thanks so much for coming here.

Has your online account now update?

If your number is still not showing I would recommend getting back in touch. It could be our technical care team need to raise a ticket for this.

Katie

Re: Unable to Link Business Line to EE App or Online Account (Since Nov 2024)

Erfy — Mon, 06 Oct 2025 07:22:41 GMT

Good morning Katy

No, it hasn’t yet. I’m getting back in touch with who exactly? I’ve already reached out to all the existing departments I could, but no one has resolved the issue. They keep coming up with a different excuse each time.

Re: Unable to Link Business Line to EE App or Online Account (Since Nov 2024)

Katie_B — Mon, 06 Oct 2025 07:24:31 GMT

Hi @Erfy.

Thanks for getting back to me 🙂

If you are on a business account you would need to speak with our business customer care team.

The team will be able to raise a ticket for our Level 2 team this if they are unable to link your number.

Katie

Re: Unable to Link Business Line to EE App or Online Account (Since Nov 2024)

Erfy — Mon, 06 Oct 2025 08:14:51 GMT

I’ve already done that — I’ve contacted the business customer care team multiple times. They just keep saying the same thing to everyone and it hasn’t helped at all. Honestly, I’m getting really tired of going in circles. Can this be escalated directly to someone who can actually resolve it?

Re: Unable to Link Business Line to EE App or Online Account (Since Nov 2024)

Katie_B — Mon, 06 Oct 2025 08:16:56 GMT

Hi @Erfy.

I have popped you over a private message for more information.

Katie

Re: Unable to Link Business Line to EE App or Online Account (Since Nov 2024)

Cananybodyhelp — Mon, 06 Oct 2025 10:29:55 GMT

Forget it mate. The EE team know full well they can’t fix this problem. I was told it would be fixed this weekend. Honestly. All the staff have minimal information as EE is trying to cover up the issue. There is something odd going on.
Kindest Regards

Re: Unable to Link Business Line to EE App or Online Account (Since Nov 2024)

Cananybodyhelp — Mon, 06 Oct 2025 10:33:46 GMT

It’s a waste of time. I have been calling your tech team for an update for over a month. Stop trying to cover up the IT malfunction you can’t hide

Re: Unable to Link Business Line to EE App or Online Account (Since Nov 2024)

Erfy — Mon, 06 Oct 2025 10:36:44 GMT

To be honest, when I saw your post saying you’ve been with EE Business since November 2024, I lost hope. The crazy thing is, after just a week of being a business customer, they wouldn’t even let me switch back to a personal account — they said the account has to be active for at least three months. Bunch of clueless people.

Re: Unable to Link Business Line to EE App or Online Account (Since Nov 2024)

Erfy — Mon, 06 Oct 2025 10:38:57 GMT

What gets to me is that they’re not being transparent about it from the jump — they keep coming up with different excuses and passing you to different advisors.

Re: Unable to Link Business Line to EE App or Online Account (Since Nov 2024)

eafagsgeseg — Mon, 06 Oct 2025 19:19:36 GMT

I'm in the same boat. Ordered 2 x business eSIMs on 17 September and received within a couple of days. We haven't been able to link either eSIM to an account despite details being 100% correct (I placed the order online myself and can confirm the email address used is correct).

I've spoken to support on WhatsApp, Live Chat and telephone twice. I've also been told that it is an issue they are aware of and working to resolve. When I queried that there is no post/announcement on the EE website or social media, and seemingly no way of tracking the status of the issue, I was told that there is no way to track the status and basically "it will be fixed soon". I don't know if "soon" means days, weeks or months at this point!

I'm completely regretting my decision to move to EE. I'm unable to:

Log in and access online bills
See our data usage
Activate the Apple Music add-on
Activate the data plan on my Apple Watch

Re: Unable to Link Business Line to EE App or Online Account (Since Nov 2024)

Erfy — Tue, 07 Oct 2025 09:06:32 GMT

Has anyone else received this email from the small business team this morning??

Good Morning

As you may be aware, some customers have been having issues logging into get your invoices online. To ensure you have seamless access to your billing information I have signed you up for the EE mobile manager, it is another website you can download your invoices from.
You won't hear anything till your next bill date which is the ( ) and on this date you will receive an email saying it's a registration invite, this will tell you all about it and have a link to create your login.

Regards