EE Online Shop won't let me buy anything

dermoB99 · ‎21-11-2022

Hi, I want to order something from the My Shop section of the EE website. I currently have a PAYG EE sim, and have a MyEE account. When I try to buy a phone accessory, it will display a "login" button even though I am already logged in. If I try to log in again, I then get this error message:

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

I did some Googling and it looks like people have been getting this error for YEARS and it still hasn't been fixed. Can someone from EE please advise me on how to get round this? I just want to be able to buy something from the online shop.

Chris_B · ‎21-11-2022

@dermoB99 You can not purchase from the online shop ( add to plan store ) unless you are a contract customer. As it’s called the add to plan store. You pay for the item via your phone bill and you don’t get a bill with PAYG.

To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone.

View solution in original post

Chris_B · ‎21-11-2022

@dermoB99 You can not purchase from the online shop ( add to plan store ) unless you are a contract customer. As it’s called the add to plan store. You pay for the item via your phone bill and you don’t get a bill with PAYG.

To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone.

Janie222 · ‎27-05-2023

Actually, I am having the same issue and I have 2 mobile contracts with EE. I would like to know how to get past this.

Leanne_T · ‎28-05-2023

Hi @Janie222

Thanks for coming here.

Have you tried clearing cookies and cache and opening a new web browser?

What are you looking to purchase on the EE Shop?

Leanne 🙂

Janie222 · ‎28-05-2023

Yeah. I’ve done that. I’m looking to purchase an Apple Watch.

Sent from my iPhone

Christopher_G · ‎28-05-2023

OK thanks @Janie222

I recommend speaking to our Mobile Care team so they can look into this for you.

Chris

Chris_B · ‎28-05-2023

@Janie222 Your issue isn’t the same as the original post on this thread. You’re not trying to purchase from the accessory store as that’s an add to plan shop. Are you logged in to your EE account?

To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone.

Janie222 · ‎28-05-2023

Yes I’m logged in and everytime I go to shop and choose watches it’s kicks me out and says I need to log in, when I log in it just keeps doing the same thing.

Sent from my iPhone

Christopher_G · ‎29-05-2023

Hi @Janie222

Do you have an eligible pay monthly plan to order an add to plan accessory?

Chris

Janie222 · ‎29-05-2023

Yes, I have a mobile contract and also a sim only contract with them.

Sent from my iPhone