Cannot access my online account or Phone app

[Mark-S-H]

Hi. I have been trying to reset my password to login to my phone account for weeks now.

When i go through to forgotten password procedure, I am getting the verification code to my email address but when I enter it i keep getting a message saying ee cant find an account with those details, which is strange as I get the verification code.

I need to be able to access my account.

How can I get my account reset or can I delete my online account and set up a new one from scratch.

[Mark-S-H]

Additional - I get payment receipts to the same email address when I pay by phone so the account does exist

[Michael_D · Accepted solution]

Hi @Mark-S-H 

Welcome to the community.

I know how important it is to be able to manage your account online.

The best thing I can suggest would be to speak to our tech guides, who can have a look at the account and help to get access working as it should be for you.

Michael