Your website for topping up the phone is truly awful and has been for years. It is virtually impossible to log out (just keeps recycling until it comes up with "the error is ours please reload the page"). It takes forever to find anything, it is impossible to contact EE via EMail to complain about this. What should be a simple task takes forever - a three year old could make a better website.
Thanks for the info which will be helpful, BUT, that still does not address the issues with your awful website and its problems. I see that a lot of people have been complaining about this. Perhaps we can hope that it will be sorted out soon?
Please call Customer Service on 150 where a guide in the technical team can check that your online account is configured correctly. For example if you have old accounts which are no longer in use linked to your online access/app, this will often give the error message you're experiencing. The team will be able to remove any old accounts, or update any other settings to make sure your access runs smoothly.
