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App not working after change of ownership

arctichelen_
Contributor
Contributor

‎18-08-2022 05:28 PM - edited ‎18-08-2022 05:29 PM

Hi, 

 

I went into store today to upgrade my phone and plan. Account has been in mums name so store staff told me to ring 150 when I got home to change the ownership of the account in my name. 
Changed the ownership without a problem but now the my EE app won’t work and when I click on ‘shop’ or ‘rewards’ it says I’m not the account holder (when I actually am now!) 

i log on on the website and it says regarding the old plan I had, the account has now closed and I can’t see any information to do with my new plan! 

any help would be much appreciated! 

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3 REPLIES 3
Schockwave
EE Community Star
EE Community Star

‎18-08-2022 05:55 PM

@arctichelen_ , the best thing to do, would be to ring customer service and they should be able to sort this out for you, as it has been in your mum’s name, as it probably is still seen as your mum being the account holder.

To contact EE customer service dial 150 from your mobile phone or ring customer service for free using Skype or another phone: +44 800 079 8586 or +44 800 956 6000.
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arctichelen_
Contributor
Contributor
In response to Schockwave

‎18-08-2022 06:02 PM

That make sense. I have now changed the ownership so do you think it takes a while for the app to recognise this? It just doesn’t recognise any information of this new upgrade plan which isn’t good. 

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Profile closed
Not applicable

‎18-08-2022 06:05 PM

Hi @arctichelen_  customer services will need to change the account number associated with your MyEE account   profile once that's done you will be able to see your account.