Mobile Manager FAQ

Login and related functions

How do I change/reset my password?

You can change your password via the drop down icon on the top right-hand side of the page, next to the sign out link. Click on the drop down arrow, choose 'My Account’ and you'll be shown your account information. Select the password tab and enter a new password.

What do I do if I forget my password?

If you’ve forgotten your password, you can request a temporary one by clicking on the 'Forgotten Password' link on the login screen.

Billing data

How long is my billing data stored for?

Itemised bill data (i.e. all usage details) is stored for 3 months. This information is then aggregated and stored at a summary level for 13 months on a rolling basis.

When is my bill available to view?

Bill data is available online a few days after your billing date. You'll receive an email to let you know your bill is ready to view.

When is my electronic bill available to view?

Your electronic bill can take approximately 48 hours to appear online once your billing data has been made available. If you’d like to set up an electronic bill, please contact customer services at mobile.manager@ee.co.uk

I have a query about my bill. Who can I contact?

If you have any billing queries, you should contact your account manager or drop customer services a line at mobile.manager@ee.co.uk

Reporting

How do I create a custom report?

Custom reports can be created through the ‘Reports’ menu. Select one of the two options under 'Report Wizard' to create either a custom call report or a custom charge report. You’ll then be able to select your report criteria. To run your report straight away without saving, just click 'Run'. To save the report, click 'Save and run' and give the report a name. Reports are limited to 5,000 lines or 250 pages, so it’s recommended you make your chosen criteria as specific as possible.

Why doesn’t my report contain any data?

The filters within a report display data that meet the report criteria. It might be that there’s no data that meets the criteria you’ve chosen.

Can I create a report using billing data from previous months?

All reports within the ‘Reporting’ section can be changed to display billing data from previous months. Just use the drop down menu at the top right-hand section of Mobile Manager to change the dates. The 'Report Wizard' also allows historical reporting, but keep in mind itemised reporting will only be available on a 3 month rolling basis.

Company structure/hierarchy

How do I create a company structure/hierarchy?

A detailed description is provided in the Mobile Manager user guide  

Why can’t I see the company structure/hierarchy?

The level of access given to you by your company administrator determines which parts of the company structure you can see. Please contact your administrator if you need additional access.

How do I move a user/phone from department to department?

A detailed description is provided in the administration section of the Mobile Manager user guide  

Can I add more users?

Adding more users has to be done by the administrator via the ‘Admin’ tab. Follow the ‘Users’ sub tab and select ‘Add New User’. On this page, you can add new users and choose their level of access.

Who maintains the company structure/hierarchy?

The company structure can be managed and maintained via your billing data, or you can manage it directly. A detailed description is provided in the Mobile Manager user guide

Online ordering

How do I sign up to online ordering?

The company administrator can request access to online ordering by contacting their account manager or getting in touch with customer services at mobile.manager@ee.co.uk

How do I give a user permission to place online orders?

Administrators can give new users access to online ordering via the ‘Admin’ tab. Click on the ‘Users’ sub tab and select ‘Add New User’. From there, you can set the permissions to allow the new user to raise online orders. For existing users, the administrator can add this feature via the ‘Admin’ tab. Click on the ‘Users’ sub tab and select ‘Edit Users’.

How do I raise an order through online ordering?

A detailed description is provided the Mobile Manager user guide

I have a query about an order I’ve raised. Who can I contact?

If you have any order-related queries, you should contact customer services at mobile.manager@ee.co.uk.

Printing, emailing, and exporting

How do I download/view my call details?

Each report drills down through the call records, and you can view and print the information in a number of formats including .CSV, PDF, Excel and XML. You’ll find these options within the cog icon on the right-hand side of the report you’re viewing.

How do I print a report?

Reports can be printed by selecting the 'Print to PDF' icon whilst viewing the report. You’ll find this option within the cog icon on the right-hand side of the report you’re viewing.

Can I email reports to other users?

All reports can be emailed by selecting the ‘Report Options’ icon at the top of each report. The report will be emailed to you as the user logged into the system. You can then forward this email on to other people.

User management

How can I update my email address?

Visit ‘My Account’ via the drop down icon on the top right-hand side of the page, next to the sign out link. You can then enter the email address you’d like to use for accessing Mobile Manager and receiving notifications.

How do I change the username assigned to a phone?

Changing an assigned username on a phone has to be done by the administrator via the   ‘Admin’ tab. Click on the 'Phones' sub tab and select ‘Edit Phones’.

How do I delete a login username (e.g. when user leaves the company)?

Users can be deleted by the administrator via the ‘Admin’ tab. Click on the ‘Users’ sub tab and select ‘Edit Users’. Navigate to the user, then click ‘Disable’.

How can I give users access to their own bills?

To give users access to their individual phone data, they need to be created against their own phone or department in the company structure/hierarchy and assigned rights such as 'read-only' or 'manage structure'.

Support

When do I need to contact the customer services team?

If you’d like to disconnect a device or change tariffs, please get in touch with your EE customer services team.

Who do I contact if I have any problems with Mobile Manager?

If there’s a fault with Mobile Manager, please email customer services at mobile.manager@ee.co.uk or call the Mobile Manager support team on +44 (0) 7973 100 349 or 349 from an EE phone.

What are the support hours?

Dedicated support for Mobile Manager is available Monday to Friday (excluding Bank Holidays), 09:00 to 17:00.

What web browsers does Mobile Manager support?

Mobile Manager supports all major internet browsers including Windows, Chrome, Firefox, and Safari, as well as mobile device browsers. For the best experience we recommend using the latest version of your favourite web browser.

Security

Why do I need to log in again if I haven’t used site for 15 minutes?

As a security measure, Mobile Manager times out if a user is inactive for more than 15 minutes. This is a measure that’s been implemented to protect sensitive customer data.