error with logging in on app and website

[weeabie]

• We're unable to retrieve your account details right now Log out and then log in keeps popping up when i try to log in on website, when i try on the app it says sorry there seems to be a problem try logging in on the website. It allows me to actually log in on the website but i can only click on my profile that tells me my name email and reset password and thats all. I’d like to see my other details about my plan

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  My phone is an iPhone 13 pro and is up to date as is the app. This also happens on wifi (Sky) as well as 4G so I’m not entirely sure what the problem would be

[Chris_B]

@Csbh  If EE take accounts offline they do this when it’ll not affect the majority of customers like late at night ( it’s 1am when you posted this and account are back online now ) and EE has every right to do this.    
 What you are referencing about clearing the device cache was about something else entirely.   

[JiLF]

I support you in this matter @weeabie .

[JiLF]

Great post fellow client. EE should know better!

[JulieR21]

I'm having this problem and have done for the last 2 months. Can't access my account at all...

[Katie_B]

Hello @JulieR21. 

If you have no access to the app or the web I would recommend giving us a call and speaking with our technical care team. 

Katie

[Gtedesco]

Hello all,

I'm having exactly the same problem. I want it to buy a SIM plan, and as soon as I logged in as a customer I started getting the message "Unfortunately, we couldn't log you in, but you can still buy or upgrade - just choose what you want to do.", after which it was impossible to even reach the offers page.

You have a very big problem with your website if you are pushing away existing customers from buying.

[Leanne_T]

Hi @Gtedesco 

I am sorry to hear this is happening, can you try tapping this link here - Best SIM Only Deals and Pay Monthly SIM Contracts | EE Shop and logging into your EE account. Do you get the same error message? 

Leanne 🙂

[Forager]

I’ve had problems access account details for over a year. Now I can’t even log in to the website. 
Please can someone at ee deal with this please - I pay you money every month so expect you to play your part!

[Leanne_T]

Morning @Forager 

I am sorry you have been having problems with accessing your account for over a year.

Do you get an error message when you log in? 

Are you logging into the EE account online or the EE app? 

Leanne 🙂

[Forager]

Thanks for your response. If I try to access via the iPhone app or directly with the website, the message is the same. Here’s a screenshot