Mobile account not showing on website or app

[Groe81]

Hi, I am unable to see any information regarding my mobile contract i have with EE. i can see my broadband and tv information (bills, payments etc) but nothing for my mobile contracts.

Can someone help me understand if it is something i am doing incorrectly or if there is an issue with my account please.

[Northerner · Accepted solution]

Hi @Groe81 

Have you added the line to your account. You can do this under the app link a product:

Thanks 

[Groe81]

Hi Norterner

I have tried this but to no success.

What is also concerning is when i log into the account on either the app or website, click on manage and then plans & subscriptions, i get a blank screen. 

[Alex_H]

Hi @Groe81,
 

Welcome to the EE Community
 

Are you getting a specific error message when entering your mobile number on the link a product page? If so what is it saying? 

If you are unable to link your mobile account to your EEID online, if you call one of our guides they should be able to help link it up.

Alex

[ellivremos23]

I'm having a similar issue. Last time I logged into the App I could see my Broadband and mobile phone account details (we have family sims so was for all of the family). Logged in today and the mobile phone details are missing completely and don't seem to be able to link them either.

[Chris_S]

Hi @ellivremos23,

Could you check that the EE ID is the same as you've used previously?

If Broadband and mobile services were linked under one login, signing in with a different email address can sometimes mean only part of the account is visible.

Chris S