Hello @Katherinescot ,
Welcome to the community,
This is not customer service, we have no way of knowing who you are and there is no account access.
Have you always been on pay as you go, or did you previously have a contract with EE, They cannot be linked in the same account and if you have changed from contract to pay as you go, you would need to ask customer service to reset your account, this would still apply if the app is not working for you.
Have you been able to log in via the website?
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.
