Hello @Garry08 ,
Welcome to the community,
If you are having problems with the app, uninstall it and reinstall it, also make sure that you have the latest version, if none of that works, speak to customer service, who can reset your account, which should solve the problem.
To contact EE customer service dial 150 from your mobile phone or ring customer service for free using Skype or another phone: +44 800 079 8586 or +44 800 956 6000.
