EE perks password reset not working

[Abs4190]

Anyone else having issues resetting their EE perks password. I've been trying since yesterday afternoon to reset my perks pw but I've not received any email to reset. I've checked my spam as well. I called customer services who said it could take up to 24 hrs for the email to arrive? I am a previously registered customer. I also have a separate mobile account with a different pw to the perks, I've even tried that pw. Any ideas? 

[Leanne_T]

Thanks @martian444

How long ago did you first request the password reset?

Leanne.

[martian444]

Hi @Leanne_T 

I registered @ 8pm last night, and after verifying my work email I then had the problem of logging in so requested the password shortly afterwards.

Thanks

[Leanne_T]

I see @martian444

Can you give this 24 hours to come through and if you still are unable to access your perk account I can ask the Perk team to reset this for you.

Thanks 🙂

Leanne.

[martian444]

Hi @Leanne_T 

Do you know if this is the issue, or could I be waiting and it be another issue and waiting the 24 hours will not resolve it?

For example, could there be an issue with the registered login email? I've just tried a completely wrong email address in the password reset and it says that one has been sent - so there doesnt seem to be any check against the registered account.

Thanks

[Leanne_T]

Hi @martian444

If you have no email after 24 hours then I will ask our EE Perk team to reset your account for you, so you can try and register again.

The email address will be verified by the team. 

Thanks 🙂

Leanne.

[martian444]

Thanks @Leanne_T 

Can I check something then as the new phone has arrived and I'm reluctant to open it in case there is an issue and I dont get the discount applied and therefore return it as the upgrade was only on the assumption that I would get the discount?

Am I safe in knowing that I will get the discount (I work for the NHS and have my other phones on the NHS discount - although this is the first time I've had to apply for the discount this way) and that this will be resolved at some point soon? Is it okay to open the box and start setting up my new phone knowing that the perk will be applied in due course?

Thanks

[Leanne_T]

Hi @martian444

Have you spoken to our Mobile Care team?

Perk discounts do need to be added at the time you place the order either online, over the phone or in an EE Store.

Leanne.

[martian444]

Hi @Leanne_T 

I spoke to the upgrade team yesterday and they said I could email them the code and it would be applied, otherwise I would not have gone ahead with the upgrade

Thanks

[Leanne_T]

I see @martian444

I have sent you a private message on here for some extra details.

Leanne.

[josie48]

I have been trying to reset my password and having no luck either. 

I had a different NHS email 2 years ago when I registered with EE perks- but now my mobile contract expired and I am upgrading and need to use new EE perks code.

However I don't have access to the NHS email I sued previously and when I try to register with new email- it is saying i already have account based on my name and mobile number.

Work don't know how to generate code.
Any help would be much appreciated.