EE APP NOT WORKING SINCE 9TH JULY 2027

[Bimsy]

Tried resolving via customer service and still not working and Google play store reviews shows a lot of other users have the same issues and missing out on EE ONE giveaways which is not only unfair for the the price I am paying for on part fibre service. Please can the EE One give aways be made available on website. Thanks 

[Rach_H]

Hi @Bimsy,

Welcome to the Community!

I'm sorry to hear about the trouble you're having using the app, and that this has impacted your ability to take advantage of the EE One giveaways. What have our team advised when you've spoken with them about this?

Rach

[Bimsy]

Was asked to do a hard reset of my Motorola E13 phone. But did not work. It worked before 9th July update and still not working after last two updates. 

[chistery]

Can you borrow someone else's phone and see if you can install the EE app and login ok, and see if you can rule out a device issue? Be good to determine if it's a device or account issue.

The Motorola E13 runs Android Go doesn't it? What version of Android is it on now?

[Bimsy]

Unfortunately don't have access to another phone at the moment. My Motorola is on android version 13

[Bimsy]

I suppose you have a top of the range phone and EE app works for you if you don't mind me asking. 

[chistery · Accepted solution]

It does work on my phone, but the reason I suggested trying another device is to try and rule out a problem with your handset. As well as EE trying to help which they have by the sounds of it, it's not unreasonable to try and troubleshoot yourself as well?

Your phone is running an end of life/support version of Android, it's therefore possible that there's a compatibility issue with it.

[Bimsy]

Thanks for your reply. Let's hope I can win one ongoing competitions to win a a new phone or look to buying one. 

[prenticemarie]

I have struggled for days trying to get the EE App  to connect to my account using my Samsung A40. The sign-in was OK, as was the 2FA code, but it never connected, just looped around "retrieving your details".
Strangely I had no trouble connecting on my Samsung Tablet or my wife's identical Samsung A40. 
PROBLE SOLVED - After much testing I found that the EE App connects to a browser to complete the connection, in my case accessing via MS Edge.  - THE SOLUTION FOR ME was to make Chrome my Default Browser and connection became instant.
I have no idea what is the problem with MS Edge.  

[chistery]

@prenticemarie  Might be worth trying to clear your cookies in Edge, and trying again with it set as the default browser? Let us know if that works?