Unable to log in to app

[GL90]

Hi all,

I am due an upgrade and have been sent an offer by EE which I would like to look into more/speak to someone on live chat. Whenever I go to log in on the app, I can't enter my password. It has the 'forgot your password?" link right where I'm meant to enter my password. I've tried auto rotate on my phone and it still has the same issue.

I've tried entering the link that was sent by EE on my PC and the link doesn't work.

Does anyone have any ideas on what to do?

Thanks in advance.

[Chris_S]

Hi @GL90 It's great news to hear that you're due an upgrade, It's always exciting when it's time to get yourself a new device!

I'm sorry to hear that you're having issues getting access to your online account.

I'd recommend giving us a call, as a guide can send out a password reset email to you.

You could also speak to an upgrade guide over the phone, and they can go through the offer with you that you've been sent, and then process the deal if you're happy.

To speak to a guide, you'd just need to dial 150 from an EE phone, then select options 1, 4 then 2.

Chris S

[GL90]

Hi,

In relation to the password issue, it's not that I need to reset the password. I am unable to enter my password. So even if I did reset it, I wouldn't be able to use that either as it physically doesn't let me type into the box because of the 'forgot my password' link.

[Alex_H]

@GL90 I have just double checked and the password login page seems to be loading ok in app for me, just to clarify is this happening whether you open the app normally or only when you are opening via a link you have been sent regarding your upgrade?

Have you tried clearing the data and cache for the EE app from your phone, or a full re-install of the app to see if that helps with the login page issue you are having? 

Alex

[GL90]

Hmmm. I have sorted an upgrade with EE as they rang me so it's not the end of the world now but it's through the app and on the web page on my device.

I've cleared cache/data and re-installed. I never used the app so it's no big issue and thankfully the upgrade is all sorted.

Thanks for your help.

[Alex_H]

@GL90  Thanks for coming back to provide an update. Glad to hear you have been able to place your upgrade order over the phone. 

Hopefully you can get logged into the app/website when needed, let us know if you do need any more help. Enjoy your upgrade 🙂

Alex