Unfortunately, we couldn't log you in, but you can still buy or upgrade

[MrLinky]

"Unfortunately, we couldn't log you in, but you can still buy or upgrade - just choose what you want to do"

Seems like this error message has been posted a number of times but it's still not resolved. Despite showing I'm logged in in the top part the error messaged stating I'm not logged in is still being shown. I can't buy a new phone and plan. I've tried on different web browsers and the app but the result is the same.

Any ETA on when EE plans to fix their site?

[Fletch91]

I can see hundreds of these reports....

[James_B]

Welcome to the EE Community, @Fletch91 

What issues are you experiencing with the website?

James

[joecullen_94]

Rejoined EE back in August 2023. Had the error message “Unfortunately, we couldn't log you in, but you can still buy or upgrade - just choose what you want to do.” ever since.

Rang 150 who raised the ticket a week ago. When I rang back on Saturday when I seen my case had been closed I was told an app update was imminent and that should solve the problem. I wasn’t convinced it was an app problem to begin with as I got the issue on the EE website too. 

I believe one of the agents I spoke to said I’d get an email update too. I haven’t received any updates apart from the two times I called in. I’m at a loss as to what to do. 

[Katie_B]

Hi @joecullen_94. 

I am sorry to hear this has not yet been resolved for you. 

Did the team provide any more information regarding an app update?

Katie

[joecullen_94]

Hi Katie, 

There have been no further updates since I last spoke to the team. 

Thanks for your reply. 

Joe

[Katie_B]

Thanks for getting back to me @joecullen_94. 

As this is occurring on both the app and your EE online account I would recommend giving us a another call so a ticket can be raised for this to be investigated further. 

Kaite

[bencollins78]

Website still broken. I have multiple phones and I want to switch one of them to a monthly contract but all it says is "Unfortunately, we couldn't log you in, but you can still buy or upgrade - just choose what you want to do"

[Katie_B]

Hello @bencollins78. 

Are you able to log in to the EE app OK?

Katie

[chrisvenables09]

the app just takes you to your phone browser and the same problem, it's a loop of logging in over and over without being to buy anything, it's actually a joke.

[joecullen_94]

Was on the phone to 150 today. The lady told me there was supposed to be an update rolled out on 13th February and that the issue was still ongoing. So annoying not to be able to use the app or website upgade/new line functionality properly.