Have I fallen for an OTP scam?

[Sy_]

 When I try to link my EE app on my iPhone 13 to my phone number, I get the above message. I am worried this may be connected to the OTP issue. Admittedly, my current phone number is one I switched over from my old mobile provider, Lyca. Please advise. 

[Ali_A · Accepted solution]

Hi @Sy_ 

The most common reason for this error message is when a customer has already registered an EE ID in the past, using a alternative email address which they have linked their number to. 

Please try logging in using any other email address you have used. If you have forgotten your password you can reset it by following the steps on our Forgotten EE password or username page

If you don't remember which email you may have used, or no longer have access to your old email addresses, please give our Customer Service team a call on 150 from your handset, where a guide will be able to update your EEID registration and linked number. 

Ali 

[Sy_]

I tried linking my mobile number to EE via their website and app. I have received an email confirming the change of email address for my account. However, the device is still not linked on my EE app or online account. I entered the OTP codes sent by SMS. I am concerned in light of previous suspicious activity that I have reported on these forums earlier. 

Thank you for your assistance. 

[Sy_]

 

It’s really strange. When I check my SMS messages on my iPhone 13, I don’t see those codes that I automatically added when trying to link my device via the EE app and via a browser. You know how codes sent can be entered into browser or app fields without recourse to actually checking your messages, well that’s what I did. 

I rang 150. I pressed 1 on my dial to choose that option and was sent the SMS below. Is it legit?

[Sy_]

I tried again and got this message. I didn’t apply those automated fill in’s. I checked my Messages and copied and pasted from there. Perhaps I have an option enabled that makes those SMS disappear when I apply automatically in a field. 

 

[Leanne_T]

Morning @Sy_ 

Thanks for coming to the community. 

If you called 150 and selected option 1, this would send you a text to use the interactive service. If you're unable to log into your EE account and getting this error message, please try calling us again on 150 and selecting option 2 and one of our guides can help with the OTP texts and getting the account set up. 

Leanne.

[Sy_]

It seems matters have resolved after a wait.

As a customer, this forum is really helpful. I left Lyca to join EE, even if it was a little more expensive, for services like this and having real people in brick and mortar stores. 

Thank you. 

[Leanne_T]

That's great news @Sy_ 

Glad you have access now and are enjoying the community too 🙂

Leanne.