Logging as different user, shows previous users billing and mobile device info

[scwee]

I currently manage a couple of EE accounts for my family, my own and another. 

However, recently I've found that when I logout of the EE website, and logon as a different user I can still see data & information from the previous session. Whilst this isn't a huge problem for myself as I manage both accounts, it's a obvious security & privacy concern that the website does "inherit" session information.

The home and profile pages are as expected, however going to the bill/usage pages shows the previous session.  Restarting the browser (Firefox) does not resolve the issue. 

I've found that using a different browser (Edge, Chrome, etc) for each account does workaround the problem, but this is not ideal.

Has anyone else seen this behaviour, and if there is a better solution/workaround than using different browsers?

P.S. I've not raised this as a technical support issue with EE directly, as I can see no way to do this. If anyone knows how to do this, please let me know.

[Christopher_G]

Hi @scwee 

Welcome to the community.

I think the easiest way for us to look into this, is if you contact our technical support team. They'll be able to take a look into what's happening and raise this as a technical incident, if needed.

Chris

[Chris_B]

@scwee  Have you tried clearing the browser history and cookies.   ?     

[scwee]

Thanks and will do.

[scwee]

I haven’t tried that yet, as I’m trying to avoid having to do that. A restart of the browser does not solve the problem. However, I’ve found after a period of time has elapsed and/or a computer reboot, the problem goes away. Intriguing. 

[Leanne_T]

Hi @scwee 

Please let us know how you get on after getting in touch with our technical support team. 

Thanks 🙂

Leanne.

[scwee]

I’ve unfortunately failed to find a way through to technical support where I can leave or discuss details of the issue.

E.g. dialling 150 presents a multitude of menus, none of which were relevant to website issues. I tried a number of options, however was unable to find a way through. Maybe I’m missing something, however it’s not obvious, or easy, to me.

If the technical support team are interested in the issue, then the details are in my original post, and I’m happy to be contacted wrt further information as needed.

[James_B]

Hi @scwee,

I'll try and get this raised at our end for you.

When you say you can see information from the previous session, is this showing within your online account, or do you mean you are able to reload entire pages of the account you where viewing earlier?

James

[scwee]

Hi James,

Many thanks and much appreciated. It is showing within my online account.

To clarify, I logon to the website via my browser (on a Windows 10 computer) using UserA and go to various places including billing and usage.  I then logout of the EE session. Then logon with UserB and the initial “home” page is as expected. However if I then navigate to billing or usage, I am presented with details for UserA.

Closing the browser tab, or restarting the browser after the logout of UserA doesn’t resolve the issue. Though I believe either/or a computer reboot or elapse of a period of time (at least a few hours), can resolve the issue. 
Hope that helps.

Cheers

Stuart

[James_B]

Thanks for the extra detail, @scwee 

Can I also ask which browser you're using?

James