Can't log into app

[ceryshall82]

Hi

I recently upgraded my phone.  I have tried to log into the app, using the correct log in details and password and it won't let me, keeps loading back to the log in page? Any ideas please? 

Thanks

[pasm64]

I have the same problem and I moved from Giff Gaff to EE because I got fed up with their app doing the same thing.

I log in with user name and password and then get sent a pin to my phone and then to my email and then when the pins have been entered I just get taken back to log in again so this circular process just goes on and on for ever.

Deleting the app and reloading it didn't help which was the solution with Giff Gaff.

Guess it's time to try yet another mobile service.

What a joke

[Katie_J]

Good afternoon @pasm64. 

Thanks for coming here. 

I am sorry to hear you are experiencing this. 

Have you reported this to our technical care team?

The team will be able to investigate this further for you and raise a ticket to our back office team if needs be.

Katie

[Adam-Watson]

I too am having the same login looping problem and, like the OP, it is a new phone so it already is a fresh, new download of the app so I don't see how deleting the app and re-downloading it will help!?  lol

I am only trying to install the app so that I can activate my eSIM on my new watch.  When i tried last night, the entire EE web system seemed to be down (I couldn't log in on any device!)  Today though, I can login perfectly fine on the website on my computer and the app also still works fine on my old phone, logging in with just my fingerprint.

Trying to log in on my new phone however, it asks me for my username/email and then asks me to confirm the selection of my passkey, and then still sends a 2FA code via text message, loads for a bit and then goes back to the login screen....?

Btw, I have also temporarily disabled my VPN.

Giving up and going to bed now!  😞

[Michael_D]

Hi @Adam-Watson 

Thanks for coming to the community.

While it is a new phone, it is still worth trying to uninstall and reinstall the app, just in case there has been anything in the original download that is not quite right.

The app and website was off for maintenance the other night so that would tie in with what you were seeing when you couldn't login to either.

The app does sound like it is going through the correct steps with the 2FA on the new phone, but the looping shouldn't happen. If uninstalling and reinstalling the app doesn't help, I'd recommend making sure that the device software is up to date and if it is, give our tech guides a call so they can look into this further for you.

Michael