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Mobile app

DJGAZZA
Valued Contributor
Valued Contributor

‎20-07-2026 06:37 PM

I am having problems loggin to my mobile app. I have tried uninstalling and reinstalled the app 5 times. I have also tried resetting my password and given security codes to sign in yet when I try it on my mobile app it stops me getting in then returns me to sign in then the screen goes black I know it is not my phone as I can get into my account online but I had trouble getting in at first saying email or passord is incorrect which it wasn't. This has been going on ever since I got EE broadband added to my account and also this Samsung Watch 8 lets face it I am paying about £65 a month in total and I can not access my mobile app that is supposed to give me rewards which I have never recieved at all either am I been rip[ped off by EE baring in mind it is just BT under another name really but I want this sorted out and finding where or who to message about it is IMPOSSIBLE TO FIND OUT no emails appart from on the app which I emailed them and still not had any reply nothing new from BT though.

0 Helpful
4 REPLIES 4
Alex_H
EE Community Support Team

‎21-07-2026 08:59 AM

Hi @DJGAZZA,

Thanks for visiting the EE Community

I am sorry to hear you are having an issue accessing the EE app. When you are re-installing it, have you restarted the phone in between uninstalling and reinstalling? 

Do you get an error message when it stops you logging in? Are you using biometrics to login? If so during the first time setup if you skip setting them up, try just logging into the app without them at first. 

If the issues persist the best place to report it to would be our technical team, if you give them a call they will be able to investigate the issue further for you.

 

Alex

0 Helpful
kyakaze
Investigator
Investigator

‎21-07-2026 04:53 PM

I would like to hear about your experience, if you could get it resolved from Customer Support's help. 

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DJGAZZA
Valued Contributor
Valued Contributor
In response to Alex_H

‎21-07-2026 10:24 PM

No error codes at all takes me back to the sign in opage and before I can do anything at all the screen goes black and kicks me out yet I can sign in online with the same details only on the website I have to scan the QR code then it lets me in on my laptop yet my mobile every time I sign in it says email or password incorrect even though they are  exactly the same details as on the website

0 Helpful
DJGAZZA
Valued Contributor
Valued Contributor
In response to kyakaze

‎21-07-2026 10:35 PM

Sorry but even if those who run the app wont help me why should I phone customer support after all I had a reply on the app to my post yet those same people wont help me when I emailed them directly and do not tell me they are experiencing heavy volume of calls or emails from people but that wouldn't surprise me at all given BT's reputation these day poor service even when I had the phoneline installed at my house and I was changing company I had a fight with BT to get a payment card yet the court told them to send me one and right now I am paying £65+ for my mobile then I have a Samsung watch 8 that I was never told I had to pay for a moibile data service and then there is my Boradband which I was paying the full price yet I was capped at 10Mbps which your store changed that as well as my mobile I was put on unlimites data but I never knew that EE had capped that speed at 10Mbps as well and the shop told me they were cluel;ess as to why I was put on that and that I should have had 100Mbps on my mobile as it is 5G so as I said In am paying EE over £65+ a month so where is the service I am paying for then can you answer me that please?

 

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