I want to buy a new plan but there’s always can’t load

[Yanxi]

I’m having an issue with my EE account. My mobile plan has disappeared from my account, and the app says it can’t load any information. Because of this, I can’t view or manage my plan, and it also won’t let me buy a new one. Could you please check whether my mobile number is still linked to my account and help restore my plan

[Debbie_G · Accepted solution]

Hi @Yanxi.

Welcome to the community.

If you haven't already, it's worth checking whether your mobile plan shows when you sign in online rather than in the app. 

We don't have access to customer accounts here on the community, so we're unable to check whether your mobile number is still linked to your account.

If your plan still isn't showing, please give our customer support team a call. They'll be able to review your account setup and confirm everything is linked correctly.

Debbie