Cannot access account on website or app

[horizonimaging]

Hi all,

Any idea why I can’t access my account on the website or the app?

On the app and website I get the attached error messages and yet my number is still fully functional. The ‘try in a few minutes’ doesn’t mean anything as it’s been like this for weeks.

Thanks for your help!

David

[Katie_B]

Good morning @horizonimaging. 

Have you recently made any changes to your EE account?

Speak soon, 

Katie

[horizonimaging]

Hi Katie,

Thanks for your reply.

I have (renewing my contract), but this problem had been going on for weeks before I made any changes … in fact I was trying to access my account to see what package I was on so I could see my upgrade options — but I couldn’t get into my account to check!

Many thanks,

David

[Katie_B]

Thanks for getting back to me @horizonimaging. 

Have you moved from PAYG to PAYM?

Katie

[horizonimaging]

Hi Katie,

No, I’ve been on Pay Monthly Sim Only contract for the last 24 months.

I have been able to access my account in the past, although not for a few months now I think.

Many thanks,

David

[Katie_B]

Thanks for confirming @horizonimaging. 

I would recommend giving us a call and reporting this to our technical care team. The team will be able to investigate this further. 

Katie

[horizonimaging]

Hi Katie,

Ok thanks, will do.

Have a good week 🙂

David

[Katie_B]

Please keep me posted on the outcome after your call @horizonimaging. 

If you have any other questions please do not hesitate to ask. 

Have a lovely day, 

Katie 🙂

[horizonimaging]

Hi Katie,

They said it’s a known issue that’s affecting many people at the moment, and to just keep checking the app every now and then …

Hopefully it’s fixed soon as it’s been broken for weeks now!

Thanks,

David