EE

Before You Start

Is it safe to do this now?

Before making changes, consider whether the other person might notice. Changes to your EE account can trigger:

• Text messages confirming changes (these may be visible on a shared bill or if someone sees your phone)
• Email notifications if you have an email address registered
• My EE app notifications if the other person has the app installed on their device

If the account is in someone else’s name, they may receive notifications about changes. If you share a plan or they pay the bill, they may see itemised billing showing your calls, texts, and data usage.

Important: If the other person is the account holder (bill payer), they have more control over the account than you. This guide covers both scenarios.

What you’ll need

• Access to your phone and SIM card
• Access to the My EE app or ee.co.uk
• Your EE account password (or ability to reset it)
• Your account PIN (4-digit security PIN, different from your phone PIN)
• Photo ID if you need to visit a store
• Approximately 30-45 minutes of uninterrupted time

Consider doing first

• Setting up a new email address if your current one may be monitored
• Checking your phone is not being monitored (look for unfamiliar apps, especially in Settings > Privacy)
• Noting down any evidence of account tampering before making changes

Quick Contacts

What to say

You do not have to explain your full situation. You can simply say:

“I need to make sure only I have access to my account and check my security settings.”

If you want to disclose more, you can say:

“I’m in a difficult situation and I’m concerned someone else may have access to my account or be able to see my calls and texts.”

EE staff should escalate you to a specialist team if you mention safety concerns. You can ask:

“Do you have a vulnerability team or someone who deals with sensitive situations I could speak to?”

Check Who Has Access

Check account users

If you are on a family or multi-line plan, other people may be listed as account users:

1. Log in to My EE at ee.co.uk or open the My EE app
2. Go to My account or Account settings
3. Look for Manage users or Additional users
4. Review who has access to view or manage the account

What to look for:

• Names you do not recognise
• Someone who should no longer have access
• “Authorised contacts” who can make changes on your behalf

Check My EE account access

Someone may have set up My EE access using your phone number:

1. If you can log in, check Recent activity or Login history if available
2. Check what email address is registered to the account
3. Review any linked devices

Warning sign: If someone else registered your number with My EE before you did, they may have set up the account with their own email address.

Check account notifications

See who receives account alerts:

1. Go to Account settings > Contact preferences
2. Check the email address and phone number listed
3. Review what notifications are enabled (bills, usage alerts, changes)

Check call and text records

The account holder can view itemised billing:

1. Go to Bills > View bill > Itemised bill
2. This shows all calls made and texts sent
3. If you are not the account holder, someone else may be viewing this

Remove Unwanted Access

Remove additional account users

If you are the account holder:

1. Log in to My EE
2. Go to My account > Manage users
3. Select the user you want to remove
4. Choose Remove user or Remove access
5. Confirm the change

If you cannot do this online, call 150 and request to remove an authorised contact.

Change your account PIN

Your account PIN is a 4-digit number used to verify your identity when you call EE or visit a store. This is different from your phone PIN or SIM PIN.

1. Log in to My EE
2. Go to Account settings > Security
3. Select Change PIN or Account PIN
4. Enter your current PIN (if required)
5. Choose a new 4-digit PIN
6. Avoid obvious numbers like birthdays or 1234

If you do not know your current PIN:

• Call 150 and verify your identity using other methods
• Visit an EE store with photo ID

Important: Change your PIN immediately if you think someone else knows it. They could use it to make changes to your account, including ordering a replacement SIM.

Change your My EE password

1. Go to ee.co.uk and select Log in
2. Select Forgotten password
3. Follow the steps to reset via email or text
4. Choose a strong password that is not used elsewhere

If someone else controls your email: Reset your password using a text message to your phone instead. Then update the email address on your account to one only you can access.

Update your security questions

If EE uses security questions for verification:

1. Log in to My EE
2. Go to Account settings > Security
3. Change your security questions and answers
4. Choose answers only you would know (avoid pet names, schools, or family information the other person might guess)

Lock Down Your Account

Set up or strengthen your account PIN

If you have not set an account PIN, or want to add extra protection:

1. Call 150 and ask to set up a verbal password or security phrase
2. This is an additional layer beyond the 4-digit PIN
3. Ask for a note to be added that no changes should be made without this password
4. Request that no SIM replacements are issued without in-store ID verification

Secure your My EE login

1. Use a unique, strong password (not used on other accounts)
2. Update your registered email to one only you can access
3. Consider using a password manager

Review contact preferences

1. Log in to My EE
2. Go to Account settings > Contact preferences
3. Ensure notifications go only to your email and phone
4. Consider opting out of marketing calls if you want fewer contacts

Check call forwarding and diverts

Someone may have set up call forwarding to monitor your calls:

1. On your phone, dial *#21# and press call
2. This will show if call forwarding is active
3. If forwarding is set up and you did not do it, note the number it forwards to

To remove all call diverts:

1. Dial ##002# and press call
2. You should see confirmation that all diverts have been cancelled

Other codes to check:

• *#61# - Check forwarding when you do not answer
• *#62# - Check forwarding when phone is off/unreachable
• *#67# - Check forwarding when you are on another call

Check voicemail settings

1. Call 1234 from your EE phone to access voicemail
2. Check your voicemail PIN is not the default (0000 or your last 4 digits)
3. Change your voicemail PIN to something only you know
4. Check no one else has remote access set up

Get Confidential Support

EE’s vulnerability support

EE has teams trained to support customers in vulnerable situations. When you call:

1. Ask to speak to someone about a sensitive account matter
2. Or say you have safety concerns about your account
3. Request to speak to a specialist or vulnerability team

What EE can do

• Add extra security notes to your account
• Require in-store ID verification for any changes
• Set up a password only you know
• Change how they contact you
• Help you understand your options if you are not the account holder
• Potentially freeze the account to prevent changes

If you are not the account holder

If someone else is the bill payer, your options are more limited, but EE may still be able to:

• Add your own security PIN for your line
• Restrict what the account holder can change about your specific line
• Advise on getting your own separate contract

If You’re Locked Out

Forgotten your My EE password

1. Go to ee.co.uk and select Log in
2. Click Forgotten password
3. Choose to receive a reset link by email or text
4. If you cannot access either, call 150

Forgotten your account PIN

1. Call 150 from your EE phone
2. Explain you have forgotten your PIN
3. Verify your identity using other information (name, address, date of birth)
4. Or visit an EE store with photo ID

Someone else has taken control of your account

If you suspect someone has changed your account details:

1. Visit an EE store with photo ID immediately
2. Explain you believe your account has been compromised
3. Ask for a full security review
4. Request new login credentials and a new SIM if needed

SIM has stopped working unexpectedly

This could indicate a SIM swap attack:

1. Try the SIM in another phone to confirm it is not a phone issue
2. Call EE immediately from another phone: 0800 956 6000
3. Ask if a replacement SIM was ordered
4. If yes, report this as unauthorised and request the new SIM be blocked
5. Get a replacement SIM issued to you with new security measures

Starting Fresh

Getting a new SIM and number

If you need a completely fresh start:

1. PAYG (Pay As You Go): Buy a new SIM from any shop - no ID needed
2. Contract: Apply for a new contract at ee.co.uk or in store
3. Use a new email address only you can access
4. Set up new, strong security from the start

Keeping your number (porting)

If you want to keep your number but move to a new account:

1. Be aware the other person may be notified of the port request
2. Get a PAC code by texting PAC to 65075 (you will receive it within 60 seconds)
3. Give the PAC to your new provider
4. The switch takes 1 working day

Consider carefully: If someone is monitoring your communications, keeping the same number means they may still try to contact you. A new number gives a cleaner break.

Keeping the same contract but separating

If you want to stay on your current contract but remove yourself from someone else’s account:

1. Contact EE and explain you want to take over your line
2. You will need to pass a credit check
3. The current account holder may need to agree (unless there are safeguarding concerns)
4. Ask EE about their vulnerability support for this process

Tips for a private new account

• Use an email address only you have access to
• Go paperless immediately (no post to your address)
• Set a strong account PIN from day one
• Consider using a different address if safe
• Do not add anyone as an authorised contact

Red Flags That Suggest Compromise

Watch for these warning signs:

• Unexpected SIM swap: Your phone suddenly shows “No service” or “Emergency calls only”
• Calls or texts you did not make: Appearing on your bill or in your call log
• Account changes you did not request: Password reset emails, PIN change confirmations
• Someone knowing call details: Who you spoke to, when, or what was said
• Missing calls or texts: Messages others say they sent but you never received
• Voicemail accessed: Someone mentioning messages they should not know about
• Unknown charges: Premium rate texts or calls you did not make
• Itemised bill requests: From the account holder checking your activity
• New devices appearing: In My EE that you do not recognise
• Location concerns: Someone knowing where you have been (via cell tower data requests)

If you notice these signs:

1. Do not alert the other person
2. Change your account PIN and password immediately
3. Check call forwarding settings
4. Contact EE to report your concerns
5. Consider whether you need a new number

Additional Support

EE support

• From an EE phone: 150
• From any phone: 07953 966 250
• Free from landlines: 0800 956 6000
• Accessibility team: 0800 587 8027
• Online: ee.co.uk/help

If you are in immediate danger

• Emergency services: 999
• Police non-emergency: 101

External support

• National Domestic Abuse Helpline: 0808 2000 247 (24hr, free, hidden on phone bills)
• Refuge: refuge.org.uk
• Refuge Tech Safety: refugetechsafety.org
• Women’s Aid: womensaid.org.uk
• Men’s Advice Line: 0808 801 0327 (for male victims)
• Galop: 0800 999 5428 (for LGBTQ+ victims)

Last verified: December 2025

If anything on this page is out of date, please contact us.