App not showing data, minutes or texts

[Sarah12321]

My new pack started today but the app shows no data, minutes or texts. I have a text message detailing my new allowances so I know what I've got but how can I get the app working again? I've restarted the phone and reinstalled the app but it makes no difference.

[Duc15290]

What wrong with the EE app. I can not check my allowances on the app anymore. 

[Leanne_T]

Hi @Duc15290

The incorrect allowance balance on My EE has been reported to our relevant support team. 

To access your allowance information please text BALANCE to 150. You can also visit add-on.ee.co.uk when not connected to WiFi for remaining data allowance. 

Thanks. 

Leanne

[grsdev]

@Leanne_T add-on.ee.co.uk isn't working either. Even if you're connected to the internet through your EE mobile connection, you still get a "403 Forbidden".

[Leanne_T]

Hi @grsdev

Can you try clearing all cookies and cache and using a different web browser, does this work for you? 

Leanne. 

[grsdev]

@Leanne_T FYI: https://community.ee.co.uk/t5/My-EE-app-and-website/https-add-on-ee-co-uk-status-gives-a-403-Forbidd...

Those tests were all conducted using an EE mobile connection, not home broadband.

[Leanne_T]

Thanks for this information @grsdev

Did you clear all browsing history and cookies and cache before trying these browsers? 

Leanne.

[grsdev]

I did, yes.

Just tried again just to be sure and:

[Leanne_T]

Hi @grsdev

Could you try another browser to check if this works for you, after doing the same steps? 

Leanne. 

[grsdev]

@Leanne_T This time with Samsung Internet instead of Chrome:

[Leanne_T]

Thanks @grsdev

Just to confirm cookies, cache and browsing history was cleared before entering add-on.ee.co.uk was entered into the browsing history? 

Does this work using Firefox? 

Leanne.