Can't login to app on new mobile

[Bauhaus100]

Our broadband and TV come through EE so naturally, I use the EE app to check billing etc. However, I've had a new phone, Samsung A17 and it won't authenticate to allow access to the app. I get to the authentication stage and it says I have no passkeys. I choose the option to "use a different device" and then choose either "use another device". The barcode pops up which I scan on my old phone (which can still run the EE app) and they successfully link.

Then the error, "the passkey didn't work" appears. Occasionally, it does get a little further and sends a passcode which I successfully enter but the phone jut defaults back to the login screen with no explanation. 

The app on the new phone seems stuck in a doom loop. I've cleared the cache for the app - no difference. Remove and reinstall the app - no difference. 

Any idaes, please? 

[Northerner]

Hi @Bauhaus100 

Odd as when you install the EE app on your phone go into login and security, manage passkeys and you'll need to log in, remove the old passkeys then add the new device.

When you first log in with your new phone take the long route with password and text code. 

Try this and let us know. 

Thanks 

[Bauhaus100]

I've tried all that. When I go the long route via email and txt, the codes are accepted, the app thinks about it for ten seconds then craps out to the "Log In To EE" screen. I did think of giving EE tech support a call but there doesn't seem to be a contact number for app issues. 

[Northerner]

Hi @Bauhaus100 

Have you tried via your online account over using the app becase you can manage your passkeys via your online account.

Thanks