If you’re having difficulty logging on to My EE or accessing your account information, here are some helpful pointers

How do I reset My EE usernames and passwords? 

With so many online accounts it can be hard to keep a track of your login information. Here’s what to do if you can’t remember your username or password for your My EE account.

Forgotten your username?
Your username is the email address that you registered with.

If you can’t remember this, try searching your inbox for emails from EE. The email address that we send emails to is the one you should use to login with.

If you can’t find an email from us, contact Customer Service on 150 from your EE phone or dial 07953 966250 from any other phone.

Forgotten your password?
If you’ve forgotten your password, here’s how to reset it:

  1. Go to the My EE reset password page
  2. Enter your email address and we’ll send you an email with a link to reset your password
  3. Check your email inbox and follow the instructions in our email (the link is only valid for 30 minutes)

What to do if you’re locked out of your account
If you’re locked out of your My EE account, contact Customer Service on 150 from your EE phone or dial 07953 966 250 from any other phone.

Unable to access information on My EE?

My EE accounts have two levels of access, Bill Payer and User. If you don’t have Bill Payer access some sections, such as viewing your bill, are restricted.

Bill Payers
Bill Payers are considered the account holder and have full access to the account. Bill payers can complete upgrades, view and download bills, manage account settings and much, much more.

Each EE account can have one Bill Payer role assigned.

Users have a lower level of account access than Bill Payers. They can access their own mobile number and check information including:

  • Viewing plans, allowance and add-ons
  • Checking any remaining allowances
  • Viewing any extra charges for usage outside of their allowance

Users cannot view or download bills or manage user controls.

How do I check what my role is?
Your role is selected when the My EE account is created, and you can check your role at any time:

  • Go to the Manage Numbers page from the Account Settings menu within My EE
  • You’ll see the numbers listed against the account and there’ll be a tick in the relevant field to show you whether you have Bill Payer or User access

Adding other EE numbers belonging to your My EE account

If you’ve got multiple accounts with EE, such as a Personal account or EE Home Broadband, you can add these to your My EE account.

You’ll still review a separate bill for each account, but you’ll have just one My EE login, and you’ll be able to see all your accounts in one place.

Here’s how to add additional accounts to My EE:

  1. Click this link to access My EE, or click My Account from the Main menu and then ‘Add an Account’
  2. You’ll be prompted to add your accounts by entering a mobile number
  3. We’ll ask you to confirm some information about your account as a security check, and if this is entered correctly the additional account will be added

Can I change my role?
You can change your role at any time however:

Each account can only have one Bill Payer. If someone else is the Bill Payer, you’ll need to speak to them and ask them to change their access to User.

Only the account holder should request to be the Bill Payer. We’ll complete a security check before allowing access to be set up.

Here’s how to change your role:

  1. Go to the Manage Numbers page from the Account Settings menu within My EE
  2. Select the role that you require by clicking the relevant box so that a tick appears
  3. For security we’ll ask you to enter some information. If it’s correct your access level will be updated