Forgot Password reset email doesn't arrive

[eamon1]

I'm trying to log into my EE account and am unable to reset my password. I send the "Forgot Password" email but nothing arrives.

I have checked my spam/junk folder and there is nothing there. I have added @email-ee.co.uk and @eebroadband.email to the "safe senders" list in the spam filter (I've guessed these addresses based on previously received emails) but this is still not allowing the password reset email to arrive.

Can anyone tell me what email address I *should* add to the safe list (rather than me trying to guess) or is there another way to receive a password reset? (My mobile and broadband are in the same account)

Thanks in advance.

[Christopher_G]

Hi @eamon1

It comes from  no-reply@info.ee.co.uk

Chris

[eamon1]

Thanks Christopher,

I've added that to the allowed list and tried again. Nothing is coming through. Is there another way to reset my password?

Just to be certain - am I right to think that I ought to log in to My EE using the same email address that I receive notifications about my account / broadband contract? I'm receiving those messages OK, just nothing when I try to reset the password.

[Leanne_T]

Hi @eamon1

The perk log in may be different as this is not linked to My EE, have you tried to use the work email to log in? 

Leanne.

[eamon1]

Thanks Leanne, sadly I don't know what the Perk login is! I'm trying to log into the My EE account for my mum's broadband, and I'm currently logged in to my dad's account to post this message. My mum and dad are both retired, and have never had a work email address. The only other email address my mum has had was an orangehome.co.uk address (which no longer works) so if the reset email is going there it's never going to work!

[Leanne_T]

Hi @eamon1

Apologies, I misread that you won't need a perk account login or work email, sorry for the confusion. 

If the email is not coming through to reset the My EE account, please call us on 150 and the team will help you get this reset. 

Let me know how it goes. 

Leanne. 

[Chris_B]

@eamon1  You need to do this via a web browser not the app as for some reason it doesn’t work when you use the app to request a reset.