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by
Contributor

My EE app not logging-in anymore

I'm getting "Sorry, Something's gone wrong. it's our fault ... please try again

 

The My EE app was logging-in ok last week,

 

So far, I've tried:

Uninstall/reinstall app, clear app storage & cache, login via fingerprint and via PIN, Login over WiFi / Login over 3/4G & both

 

I can logon  to myaccount.ee.co.uk from my Pc Ok

 

Any ideas ?

 

12 REPLIES
by
Grand Master

Re: My EE app not logging-in anymore

@Tom__Hall.  this error happens from time to time and give it some time and you’ll probably find it’s working again.  

by
EE Community Support Team

Re: My EE app not logging-in anymore

Hello there @Tom__Hall

 

Thanks for posting on the community.

 

What phone are you using?

 

Can you use all other apps ok at the moment?

 

Thanks, Leanne.

by
Contributor

Re: My EE app not logging-in anymore

Hi @leanne_T

 

I've got a Nexus 6P, running stock Android 8.0.0, phone is not rooted

All other internet-type apps are working fine, and those that need to, login Ok to Microsoft, & Google

 

As I said in my OP, the My EE app worked / logged-in Ok last week

 

by
EE Community Support Team

Re: My EE app not logging-in anymore

Thanks for coming back to me @Tom__Hall

 

In this case please give us a call.

 

Our technical team will be able to get this looked into further for you.

 

Let me know how you get on Smiley Happy

by
Contributor

Re: My EE app not logging-in anymore

[ Edited ]

Hi @leanne_T

 

As requested, I phoned up support, and told the Level1 lady everything I'd done etc.

She contacted Level2, and came back with the following rather "unusual" answer ...

 

Basically, they are saying that it's because (last week), I ordered (a Pixel 2 XL), and that now my account is in an "open" status because of that order

 

She said that once I get my order, my account will update, everthing will be Ok, and the app will be able to login on my mobile.

 

Of course I queried why I can login on my PC, but not on my phone, and was told "because the app accesses the account differently"

 

So, that's it, sounds so improbable, it must be true ?

 

-Tom 

 

 

 

 

by
EE Community Support Team

Re: My EE app not logging-in anymore

Hi @Tom__Hall

 

Thanks for calling.

 

Have you tried deleting the app and reinstalling this?

 

Thanks, Leanne.

by
Contributor

Re: My EE app not logging-in anymore

Oh yes...

 

>So far, I've tried:

>Uninstall/reinstall app, clear app storage & cache, login via fingerprint and via PIN, Login >over WiFi / Login over 3/4G & both

by
EE Community Support Team

Re: My EE app not logging-in anymore

Thanks I just noticed this above as well sorry @Tom__Hall

 

In this case I would suggest another call into customer service to get this looked into further.

 

Thanks, Leanne.

 

 

by
Contributor

Re: My EE app not logging-in anymore

Hi @leanne_T 

 

>I would suggest another call into customer service

 

Don't you beleive the explanation they gave yesterday (about the open order) ? 

by
EE Community Support Team

Re: My EE app not logging-in anymore

Hi @Tom__Hall

 

Without account access I couldn’t say what was the cause of your app now not working.

 

It is strange your online account is fine and it's just the app, which would need further investigation.

 

Thanks, Leanne.

 

 

 

by
Contributor

Re: My EE app not logging-in anymore

Hi @leanne_T

 

They (Level 1 & Level 2), say it's a feature of the way the app handles account logons which have an open order - apparently a web logon via a PC handles things differently

 

As long as I can check my order via the web, I'm a happy bunny, but if you want me to ask support  again, I will - up to you 

by
EE Community Support Team

Re: My EE app not logging-in anymore

Hi @Tom__Hall

 

No problem let me know how you get on with the app when your new phone arrives.

 

Thanks, Leanne.

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