Problems logging in to the EE TV app and web player

If you’re having any problems logging in to the EE TV app or online player, this should help.

Check that your BT ID login is set up

Your BT ID is the username and password you’ll need to access the EE TV app.

• If you don’t have a BT ID, set one up here.
• If you’ve forgotten your BT ID password, reset it here.

Once your BT ID username and password are set up, follow the steps below.

Check that your EE TV account is linked to your BT ID

1. Log in to My BT.
2. Get your EE TV account number. You can find this in the top right-hand corner of your bill. It consists of two letters and eight numbers, for example GB12345678.
3. Click on the 'All Products' arrow on the right-hand side of your screen.
4. If your TV account is shown here, then your BT ID is linked to it.
5. If your BT ID isn’t linked to your TV account, you can do that by using your BT ID to log in here and following the steps to link it.

Check that your BT ID account role is listed as Account holder

1. Log in to My BT.
2. Click on Settings, then Account, and you’ll see the 'Account role' status.
3. If your account role is 'Account holder', then you should be able to log in to the EE TV app.
4. If your account role is 'Account manager', you won’t be able to log in to the EE TV app, and you can either:
   Change your 'Account role' to 'Account holder' by clicking on I should be the account holder and following the steps
   Important: You should only change the 'Account role' if you're responsible for paying the bills on this account.
   Or, use the BT ID of the Account holder.