App

[Kayer]

When i try and log in it keeps saying unfortunately we can't log u in .My daughter wants to upgrade her phone 

[Linzi_H]

Hi @Kayer 

Welcome to the community. 

Are you getting this error on the EE app and your main online account? 

Have you tried resetting your password? 

Linzi 

[Kayer]

Yes

[Linzi_H]

Thanks for letting me know you've tried this already @Kayer

Have you also tried using a different device or web browser?

What happens if you try to register for an account? Do you still see that same error message?

Linzi 

[Kayer]

Just the same 

[Linzi_H · Accepted solution]

I'm honestly not too sure why this error seems to be showing, even after trying all of these steps @Kayer 

I would suggest calling directly and one of our Customer Service Guides will be able to help further and make sure you have access to your online account again.

Linzi 😊 

[Northerner]

Hi @Kayer 

What device do you have? 

Are you connected to WiFi or EE mobile network.

Thanks 

[Kayer]

Samsung galaxy s24 ultra 

[Chris_B]

@Kayer  you need to call customer support and request an account reset.    When was the last time he was able to login into your account via the app or online ?  Accounts have been offline twice this year for maintenance and it’s this that can cause this issue.  A reset is the only way around it.