Unable to view documents.

[Reign_in_Beard]

I have a phone preordered haven’t heard anything except an xko order number that I can’t track. Had a text from EE 150 to state a device agreement is ready to view in my EE, when I log in I can’t find anything. No documents under Bills & Payments or Plans & Subscriptions. Anyone any ideas where to find it?

[RyanCams23]

The same thing has happened to me I was sent a text 3 days saying I had a new document login to my account to view it, but there’s nothing there still after 3 days

[Leanne_T]

Hi @RyanCams23 

Thanks for coming here. 

Has your plan changed to the upgraded plan and have you received the new phone? 

Leanne 🙂

[RyanCams23]

No neither of them but I received the text on Monday and still cannot see the documents?

[Katie_B]

Thanks for getting back to us @RyanCams23. 

Please wait for your plan to update, your documents should then be available. 

Katie

[RyanCams23]

How long does this take?

[Leanne_T]

Hi @RyanCams23 

Your plan will update once your device has been dispatched 🙂

Leanne.

[Jazzy10]

So, even after phone and plan are updated, its alarmingly unclear where to find the documents. Ive spent an hour going through almost everything, and now have the route. What you do is this:

on the home page, click plans & subscriptions > on the next page, click manage mobile > next page, click on included in plans > scroll to the bottom on this page and on device section, click the dropdown for show details > theres documents here

would have been helpful if someone from EE listed this out, instead of just saying click on plans and subscriptions 

[WH33LZz]

Thank you for taking the time to find this. 

It's concerning that the goto answer from staff is "wait for your phone to view them", when it should illicit the question 'why is the txt sent earlier than the phone and confusing customers' and then feed back.  It confuses the customer in an age of scam texts and number spoofing and EE are inadvertently helping the cause?  

[FurFluff]

I, too, received a text saying I had a new document to view. But there is no 'documents' section in My EE. How do I know what I am looking for??

[Leanne_T]

Morning @FurFluff 

Have you upgraded? 

If so, has your plan changed in your EE account and the phone been delivered? 

Leanne.