by KK11 Investigator
Investigator

Can't download EE app on new mobile

Just moved from iPhone 5 to XR, my PAYG sim works but I can't download the EE app as it keeps saying my number is already registered.  I'm stuck! 

7 REPLIES 7
by Grand Master
Grand Master

Re: Can't download EE app on new mobile

Hi @KK11 

 

Are you a new PAYG customer? 

 

Can you register via the EE website?

 

Thanks




To contact EE Customer Services dial 150 From your EE mobile or 07953 966 250 from any other phone.

EE standard opening hours are 8am to 9pm weekday, 8am to 8pm on weekends.
by KK11 Investigator
Investigator

Re: Can't download EE app on new mobile

Hi, No I'm an existing EE customer with a EE PAYG SIM card. App worked a treat in my old iPhone. Moved it into my new SIM free iPhone and it seems to recognise the new phone but I can't download the App as it keeps redirecting me to register another device and says the mobile number is already registered. I'm just going around in circles.  

by
EE Community Support Team

Re: Can't download EE app on new mobile

Hi there @KK11

 

Thanks for coming here.

 

Are you registering as a new user for the app?

 

Did you keep the same number?

 

Leanne 🙂

by KK11 Investigator
Investigator

Re: Can't download EE app on new mobile

I'm an existing EE customer with a EE PAYG SIM card. App worked a treat in my old iPhone. Moved it into my new SIM free iPhone and it seems to recognise the new phone but I can't download the App as it keeps redirecting me to register another device and says the mobile number is already registered. I'm just going around in circles.  Basically it's the same number and Sim in a new/different phone.

by
EE Community Support Team

Re: Can't download EE app on new mobile

Hi @KK11

 

Thanks for coming back to me.

 

Can you log into your My EE account online?

 

Have you tried deleting the app and reinstalling?

 

Leanne.

by KK11 Investigator
Investigator

Re: Can't download EE app on new mobile

Hi Leanne, I've tried deleting and reinstalling several times and keep getting a message that my number and sim is already registered and it doesn't let me go any further. It means I can't download app to check balance and top-up and it's annoying. I'm going to go into a EE shop. Thanks 

by
EE Community Support Team

Re: Can't download EE app on new mobile

Thanks for coming back to us @KK11.

 

I have dropped you a private message for further information.

 

Speak soon,

 

Katie 🙂

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