My EE APP login issue/error

[GreenStoneWall]

Been going on since the last few updates, but I’m now unable to login using the ‘My EE’ app.

I can access account fine using web browser, but the App simply won’t let me get past the login, and says it does not recognise my email or password.

Ive checked multiple times, and same login works fine on the web browser.

Ive removed the app and reinstalled a couple of times between updates to be sure, including latest attempt today.

This seems to be an ongoing issue for users based on the App reviews!

[Northerner]

Hi @GreenStoneWall 

If you are on Android then try clearing the app cache under settings apps/applications.

Thanks

[GreenStoneWall]

using iOS with iPhone SE (2020) with latest updates iOS 14.6 and MY EE update 4.55.1

[JohnRo79]

Add me to your list too

2 days of trying to use the app to get another line sorted. No luck so far

Tried clearing cache already 

And the website

[gadgetsboi]

Same for me too - both the website and app have given errors for past two weeks. My cousin with EE also has the same error messages. He was on live chat with CS to try and get it fixed but they said it is a known problem affecting lots of people.

This is the website error I get after attempting to log in...

and this is the Android app error after the normal fingerprint authentication...

[GreenStoneWall]

New App update still doesn’t fix the issue.

seriously this is just ridiculous how long this issue has been known about.

[James_B]

Hi @GreenStoneWall,

I'm sorry to hear you are having problems accessing your account via the app.

Please get in touch with Customer Care so our Tech Gurus can look into this issue for you.

They'll be happy to help. 🙂

James

[GreenStoneWall]

I have done multiple times now.

You tech gurus say the issue is with the App !

it’s the App development team who need to get a fix sorted, and they are ignoring all the recent comments on the App Store and on this forum!

[James_B]

Hi @GreenStoneWall,

As the recent update hasn't resolved the issue for you, we may need to raise a support ticket for you account specifically.

Please get in touch with Customer Care so our Tech Gurus can arrange this.

Thanks

James

[gadgetsboi]

The issue was affecting both myself and my cousin. We tried various troubleshooting suggestions such as clearing cookies, trying different browsers, clearing app settings etc.

I knew it was a server problem as gave the same error on different machines and the issue only started after a recent MyEE upgrade.

Customer Service couldn't resolve the problem and in the end I had to result to contacting EE's CEO - Marc Allera directly to complain. The Executive Office made an investigation and within two days everything was back working again for us.